Our Approach & Standards

Commitment to excellence

Providing a service that solely specialises in case management has helped us to define a specific approach through understanding and exploring the key competencies of the case manager.

Key Competencies & Skills

It's important that our case managers have significant clinical expertise relevant to the particular client they are working with. We also believe that our case managers should be expert in commissioning, coordinating, and monitoring services. A significant part of the case manager's role is sourcing and commissioning services for their client. Therefore, we have a thorough process which case managers follow when instructing rehabilitation services and providers. Coordination of the multidisciplinary team and rehabilitation goals are critical elements of the case manager's role. Goals from the rehabilitation team need to be constantly reviewed and updated to make sure that any programme of intervention remains a dynamic process, responsive to the changing needs of the client.

Fairness and Transparency

We are clear and transparent about all the work we undertake. We appreciate that our case managers bring their own unique way of working to each case. Nevertheless, we want to make sure that the way individual case management services are delivered (and in particular how we charge for them) is equitable and fair. This has led to the development of a comprehensive charging policy which provides specific and detailed guidance as to how each case manager should be charging for activities undertaken. We provide detailed records of our input which can include contemporaneous case notes, timesheets, and ongoing financial statements. As well as these systems, our case managers use monitoring systems which ensure they are accountable for the work they do.


As well as maintaining registration with their own professional bodies, our case managers subscribe to the ethical guidance and practice standards provided by The British Association of Brain Injury Case Managers (BABICM) and the Case Management Society UK (CMSUK). In particular the CMSUK 'Standards & Best Practice Guidelines', and the BABICM 'Principles & Guidelines' and 'Competencies Framework' provide us with a clear and comprehensive framework for auditing our service. Our services have also been developed in line with guidance from the United Kingdom Rehabilitation Council and the PAS150 Providing Rehabilitation Services Code of Practice.