What do you believe success is in relation to case management?
The purpose of case management is to support and guide those who have experienced a catastrophic life changing injury. As Case Managers, we have been successful when we have helped an individual and their family improve their quality of life and realise their full potential.
It’s important to recognise that success looks different for every client. It’s rarely achieved through a single action or task. Or something that can be captured in one moment or event. Most often it’s a series of accomplishments – sitting up in bed, putting on your own socks, making a cup of tea, a car journey. It’s the small things as well as the bigger successes.
Many of us take completing these everyday tasks for granted. But for someone who has experienced a traumatic injury, these daily activities can involve enormous amounts of time, physical and mental effort. As well as the support of a skilled multi-disciplinary team to support them.
That’s where successful case management comes in. Co-ordinating the team and advocating for our clients, so they receive the tailored practical and emotional support they need to achieve their goals. At every stage of the journey, for as long as they need us.
First contact – establish trust
We provide empathy and understanding from the very first enquiry about our case management services. Followed by a telephone/video call or home visit from a Case Manager where we answer any immediate questions you might have and offer reassurance. Your Case Manager is there for you from day 1, by your side to help you navigate the bureaucracy and unfamiliar legal processes you are faced with.
At this stage of the case management process, we understand you’ll have a lot of questions. Your life has been turned upside down and it’s common to feel stranded and lost, it’s very unfamiliar territory. If you come away from an initial case management meeting feeling more positive about the future, it has been a success. You should feel seen and heard by your Case Manager, with the confidence you can trust us to always have your best interests at heart.
Needs assessment – where do you want to be?
The next stage is a visit by your Case Manager to make an immediate needs assessment (INA) or initial case management report (ICM). The report we produce after this meeting covers our recommendations for your rehabilitation, therapy, care and case management over the next 12 months.
During this visit we explore your unique challenges and personal goals. Success for our team of experienced Case Managers at this stage is an assessment document that comprehensively and effectively captures your current situation alongside where you want to be, what is possible and everything you will need to get there. A good report will contain a series of therapeutic and clinical recommendations with realistic SMART goals (Specific, Measurable, Achievable, Relevant and Time-bound).
Clinical case management – a route map to get there
Case management really begins after the recommendations within the initial needs assessment report have been agreed. With their extensive experience, our Case Managers are able to coordinate, prioritise and shape the most effective rehabilitation, care and therapy package for you.
This might involve clinical disciplines, such as a physiotherapy, occupational therapy or a dietician. And sometimes, when more specialised support is needed, our complex case management services offer expertise with traumatic brain injury, spinal cord injury and amputation injuries, and other complex physical and psychological injuries.
Your Case Manager will work with you and your team to set goals. Whether they are related to your physical therapy or diet and nutrition, successful case management at this stage of the journey is ensuring you progress towards achieving these goals. In incremental steps at a pace that is right for you.
Non-clinical disciplines – for individual needs
As well as overseeing a team of clinical experts to optimise your rehabilitation, your Case Manager will also liaise with other non-clinical roles. Input will be different to suit individual needs but might include builders and architects making adaptations to your home, alternative therapists supporting your mental wellbeing, or charities providing relevant support services.
Case management success here is about taking a holistic approach to improving your quality of life. The aim is to make every day that bit easier, in every possible way.
Monitoring, evaluation and continuous improvement
An essential role of your Case Manager is to provide your solicitors and/or insurers with progress updates and reports as your rehabilitation journey gets underway. We know that delivering timely and comprehensive reports can make a big difference to both timescales and outcomes.
We also produce an annual report with further recommendations for the next 12-months. This provides an opportunity to evaluate your progress and identify anything that could be done differently or improved to better suit your needs.
Successful case management is a dynamic process. Your needs will change as your rehabilitation continues and it is important your Case Manager adjusts your support programme to accurately reflect your situation and progress.
The best way forward
Case management often continues beyond a settlement. Many of the individuals and families our Case Managers work with go on to receive ongoing care and rehabilitation through Breakthrough Care. At this stage, success is when functional rehabilitation can continue every single day. Always built on strong relationships and trust between you, your Case Manager and your care team. So that you can look forward to a more positive future and feel in control, right now.