Information for Referrers
Frequently Asked Questions
Question: Who does the case manager work for?
Answer: The case manager may be appointed by a variety of sources such as family or solicitors; however, our primary interest is the service user. If the service user is a child then we work as an advocate for the child in conjunction with the parents and solicitors.
Q: How is the case management service paid for?
A: If the case has not been settled an interim payment may have been assigned which is probably held by your solicitor and there will be provision in this for case management services. If the case has settled the money may be held by a receiver. We will send an invoice to the person / organisation that is holding the money. We provide estimated costs annually and will not commence until we have confirmation that the money is available for the predicted costs for the first 6 months and have been advised by your solicitor whom we should bill.
Q: Will the appointed case manager have the correct qualifications and experience?
A: We have a number of case managers who work for Westcountry Case Management Ltd each of whom are fully qualified health professionals with experience in a variety of specialities including brain injury, paediatrics, mental health, and spinal injury. When we are contacted about a new client Claire Booth considers if one of the case managers is suitable and whether they are able to take the case. If not, the person who has referred the case is informed and if possible, an alternative suggested.
Q: How long does the case management process go on for?
A: Case management may continue over the lifetime of a client or it may be only over the short term to solve specific problems. If support workers are involved with the client we advise that there is a case manager to sort out any employment queries and to monitor the care provided. However, the level of involvement by the case manager is dependent on the requirements and wishes of the receiver and client.
Q: If I have specific therapy needs and my case manager is a specialist therapist in that area will my case manager provide these?
A: If the occupational therapy needs are very specific it may be necessary to use the service of an occupational therapist with expertise in that area. However if your case manager is able to provide the specialist service they will be happy to provide it, as long as this is the most appropriate and cost effective way of providing the service.
Q: What happens if my case manager is away?
A: Another case manager will be assigned to deal with issues which arise during your case manager's absence. If the absence is for a longer period you would be assigned another case manager but would have the option of returning to your original case manager when they returned.
Q: What happens if the support worker is sick?
A: If you have several carers, you would have a senior carer in your team of carers who would arrange for another member of the team to cover their shift. If you require 24 hour care and this were not possible they would arrange for an agency to cover the shift. You or your family would also be able to contact carers or agencies yourselves if you so wish.
Q: What happens if I do not get on with my case manager?
A: You should contact Claire Booth at our main office. You may wish the case to be transferred to another case manager. If we have another case manager with appropriate experience with whom you would be happy to work, the case would be transferred to them. Alternatively, we would advise you of other organisations who may be able provide case management services in your area.