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Case management

ILS Case Management – working in partnership with clients and their support network

Read the latest in our case management focus features.



In the latest of our case management focus features, we meet ILS Case Management and learn more about its growth and development over a quarter of a century and how it continues to innovate to deliver the very best service to clients

Why was ILS Case Management established and what was the ambition at the outset?

ILS Case Management was established, over 25 years ago, by two occupational therapists to provide both case management and expert witness services for catastrophically injured adults and children. However, they quickly recognised the potential conflict of interest in providing both services and decided to focus solely on high quality case management services.  

The ambition from the outset was to develop a team of highly experienced therapists, who had existing expertise in brain and spinal cord injury and to provide bespoke, person-centred case management.  The clients have always been at the heart of our business and our case managers work closely with each individual to support them in achieving their unique goals.

How has ILS Case Management developed over time?

We now have a team of over 50 case managers providing tailored support to over 200 clients nationwide and manage more than 375 support workers. Each of our case managers are experienced health and social care professionals, who bring with them an amazing wealth of knowledge, experience and expertise.

Recognising the importance of peer review and clinical standards we now have a unique team of professional mentors who support our case managers with their clinical reasoning and reflective practice. They all have extensive experience as case managers, but no longer hold a case load of their own. Working closely with the case managers, they are able to provide continuity of case management for our clients when their case manager is on leave. This continuity is crucial for our clients, and their legal teams, due to the complex nature of the work that we do and has been invaluable during the pandemic.

As a business we also contribute to the standards and development of case management in the UK by having clinical staff on the boards of both BABICM and CMSUK.

In addition, ILS case managers are supported by a dedicated integrated team of client HR and payroll professionals. The client HR team provides support to the case managers with recruitment and management of support workers, while the client payroll team ensure client payrolls are effectively managed including calculating support worker sick pay and annual leave allowance together with pensions administration.


How did you adapt to the many challenges presented by COVID-19? 

We were quick to react to government advice, taking the information given to inform our practice and safeguard our staff and clients. We used our clinical experience and well-developed risk assessment skills to provide COVID safe client visits where necessary whilst making the most of virtual platforms to deliver our service. 

Understandably, working with a vulnerable client group, our approach was cautious; when visits were essential we made them as safe as we could through the use of PPE and lateral flow testing, as well as taking measures to maximise ventilation at the location. Person-centred practice remained at the centre of our work. Clients and those close to them were an intrinsic part of our risk assessment ensuring they were all consulted and supported throughout the restrictions.  

Recognising each client and their circumstances are unique, we were able to adapt our practice to ensure we could continue to meet their needs. We were pleasantly surprised with the ease in which practice could adapt to a virtual environment. Some clients relished the opportunity to embrace new ways of communicating, while, understandably, others preferred a face-to-face (or mask to mask!) visit. 

We will certainly continue to a make the most of the technology that we have become adept at using. We see the huge benefits in online professional and multi-disciplinary team meetings. By reducing the travel and associated costs, shorter meetings can be held more often which in turn has facilitated better communication and has resulted in improved cohesion and better outcomes for our clients.

What are your priorities going forward?

Our priorities remain the same; we are committed to providing excellent person-centred case management and how we deliver that has adapted to the environment that we find ourselves in. We continue to enable our clients to meet with case managers before they commit to engaging and to help facilitate this, we have adapted our online CVs to include a short introductory video presented by the case manager, which provides an insight into their experience and character as individuals. 

We will continue to use MS Teams, Zoom, WhatsApp and FaceTime to deliver virtual meet and greet sessions. These have been widely applauded, taking the pressure off the client to make their environment ‘visitor ready’ for each occasion. We have reverted to face-to-face INA’s wherever practicable, while an assessment can take place virtually, this stage, for us, is the beginning of the formation of the essential client/case manager rapport that will carry through the rest of their working relationship.

For the assessment, we feel the immersive experience of a client’s environment leads to a richer understanding of their needs, views, and aspirations.

What does the long-term future look like for ILS Case Management? 

Our mission remains true to the principles of the founders: to provide person-centred case management for children, young people and adults who have experienced catastrophic injury. We will work in partnership with them, their families, their support network, and our referrers to achieve outstanding client focussed outcomes. And, as our team continues to grow, we will be able to provide our unique, comprehensive service to more of the people who need us.

Our vision is to promote positive change to support everyone who has experienced a catastrophic injury. We will provide person-centred case management recognising that families are key players; contribute to the brain injury professional knowledge and research base; and actively promote inclusion and diversity.

Case management

Neurotechnology – life-transforming or an expensive white elephant?

Rachel Charles discusses the power and potential of technology in neurorehabilitation



We are at an exciting time in neurorehabilitation, where we are discovering more and more about our brain and nervous system and how we can adapt to life-changing injuries by harnessing the potential of technology to push the boundaries of what is currently possible.

Our previously unseen electrical and brain activity can be enhanced to enable us to visualise our emotions, communicate when we can’t speak, lift limbs that we have difficulty moving. We can be transported to far off, fantastical lands from the comfort our armchairs by putting on a VR headset, and exercise on a treadmill without being able to walk.

This is not just the stuff of Hollywood movies and fantasy novels, but real life that can be seen, touched and used in rehabilitation centres across the world right now.

So, how do we ensure that this technology is accessible, appropriate and enables the people using it to achieve their goals and aspirations?  How we do prevent exoskeletons from gathering dust in cupboards or the corners of therapy rooms? How do we justify and prove that these technologies make a difference and are worth the investment?

Firstly, we need to keep in mind who the technology is for. We are adaptable, complex systems that require varied, intensive, targeted opportunities to refine and improve our abilities. We know about “practice makes perfect” – practice needs to be the right amount, in the right place, at the right time – for a purpose and have meaning, not necessarily helping us achieve perfection. One size definitely does not fit all.

Secondly, we need to coproduce, collaborate, and cooperate to share knowledge and skills – it is essential the end user is part of the team. It is totally possible to repurpose and adapt current technologies that are already in use such as robots and VR games for the rehabilitation market.  What works in one setting does not necessarily work in others. It is a great opportunity to design and manufacture technology that is fit for purpose, which can be updated and upgraded and recycled.

Thirdly, we will still need therapists and case managers.  (You probably think that this is because I am one…”so you would say this wouldn’t you”). Technology is not a magic bullet and will not replace therapists or therapy or the need for case management. It will enable more people to participate in high dose, high quality rehabilitation that is commissioned by case managers and structured by therapists as part of their individual rehabilitation programme.

Therapists need to be open-minded and given access to systems and training that enable them to use their clinical reasoning to consider technology as a viable option as part of their treatment plan. Case managers need to keep up to date with innovations and technologies by networking and sharing information so that our clients have the possibility of being able to access neurotechnology now and in the future when this is appropriate.

Lastly, technology has the potential to transform the rehabilitation experience of people affected by life changing injuries and our understanding of the brain and nervous system. By trialling available technologies with people who may benefit from them and being able to demonstrate tangible changes in function – enabling people to thrive, not just survive – we have the potential to create a very different future for all of us.

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Case management

BABICM – rising to the post-pandemic challenges and opportunities

Vicki Gilman, chair of BABICM, shares her priorities for the organisation as case management looks to a new future



Vicki Gilman has taken up the post of chair of the British Association of Brain Injury & Complex Case Management (BABICM) at a hugely important time as case management moves into a new post-pandemic chapter, following an unprecedented period where case managers rose to the diverse challenges presented by COVID-19 and helped to create a new future. 

A future where technology and virtual communication will feature like never before; where the need to work in collaboration has never been greater; and where the creation of the Institute of Registered Case Managers (IRCM) will enable registration of case managers for the first time. 

While undoubtedly an exciting time with huge potential for case management, the challenges – and opportunities – for BABICM, as it too builds for the future on the foundations of its 25 years of expertise, are plenty. 

“Becoming chair was something that was first suggested to me about three years ago, and at that time I had no idea, as no-one did, that we would all see such huge change in our lives,” Vicki tells NR Times. 

“There were several things in the back of my mind then that I thought might be key themes – some of them remain the same despite what has happened since, although by no means all of them. I think a lot has been learned over the past 18 months that I don’t think we will go back from. So, in many ways, this marks a fresh start.

“I’m immensely proud of how the whole case management sector responded, how we stepped up to the challenges and with such speed. Case managers are used to looking at complex scenarios in unique circumstances and working to find ways forward within the context of each case.

“The pandemic served up additional challenges which prompted a lot of innovation and different and new thinking, with plenty of opportunities. 

“As ever in case management we have taken the learning from everything we do, but this time case managers – along with everyone else – were juggling the unique changes in their own lives such as homeschooling children and supporting friends, neighbours and family members whilst continuing with their highly complex and confidential work to support each individual case by case.”

Vicki, managing director of Social Return Case Management, takes over the BABICM chair from Angela Kerr, who is now chair of the IRCM. BABICM will continue to play a central role in the ongoing development of the body, as a founding member, which hopes to secure accreditation from the Professional Standards Authority (PSA) in the near future.  

An experienced case manager, health entrepreneur and clinical specialist neurophysiotherapist, Vicki spent six years on the BABICM Council, returning last year for a preparatory period before taking the chair.

Building on her experience of specialist rehabilitation, expert witness work and case management and being part of BABICM, while taking inspiration from the events of the past 18 months and impending future changes, Vicki has identified a number of priorities to address during her time at the helm. 

  • Equity and belonging 

“I have starting educating myself to a greater degree and have had a lot of conversations with people who know a lot more than me about equality, diversity and inclusion,” says Vicki.

“This is actually quite challenging and I don’t personally know enough yet. I do know that both the organisation and I need to do more. As I go on my journey, it is my aim to find allies and to bring other people into learning more with me. Together we can make BABICM better place.”

“It follows that our increasing membership means we have greater diversity, and it is not enough to say ‘We don’t discriminate’.”

Vicki says equity and belonging must be sentiments which underpin BABICM. “It is a really important to ensure a greater understanding is threaded through the work of BABICM,” she says. 

“For me, equity means more than equality, and we want to help people feel they belong here. It’s not enough just to say these words.” 

  • Collaboration

“We need to strengthen links we already have and collaborate with other organisations who are important to our members through the work they do,” says Vicki. 

“Angela has done an amazing job to strengthen and move the organisation forward, of identifying organisations and allies we should be working in collaboration with and creating links with people at the right level – organisations such as the CQC, Court of Protection, UKABIF, some education establishments, to name but a few. 

“There are lots of ways we can deepen and develop on that, and as we come out of the pandemic there will be more opportunities. Zoom calls are really time-saving and effective, but hopefully we will also have the option to do things in person again going forward.” 

  • The future as a profession with registration

One of the most significant changes in case management, the creation of the IRCM, is set to professionalise and regulate case managers in a sector-changing move. 

“We will continue to support the goals and development of the IRCM, it is by no means done and we need to continue the work here,” says Vicki. 

“We are fully supportive of the direction of travel and fully endorse registration for case managers. This is a way for the public to be protected specifically in the realm of case management and for case managers to be able to demonstrate that.”

  • Training and learning

“I want to continue the development of the high-quality learning and training opportunities available to our membership, but also to those outside,” she says. 

“We aim to keep it very relevant to current clinical and professional needs, keeping ahead of the curve and making sure that what we are offering is of the highest quality. As professionals working with complex cases, I can only see that need developing further. 

“In the last few years BABICM has really showed its strength as the leading provider of education and training for case managers working with complex cases. The feedback we’ve received for our courses has been tremendous and that has continued even during the pandemic. Training will remain key and grow in importance.”

  • Research 

“I’m very keen to increase the involvement of BABICM and its membership in research around case management related issues. I want us to lead the way in with research into evidence-based practice for people with complex needs,” says Vicki. 

BABICM has recently been involved in a number of research projects, working alongside the University of Plymouth. In yet to be published findings, the team has studied how case managers and clients alike have adapted to the pandemic. 

“There is research out there which supports the work of case management, but we are taking greater responsibility to add to that evidence base and that is something I foresee will increase and needs our members to be involved in,” she says.

“This will of course add even further to our library of resources to support the work of case managers.” 

  • Providing useful resources to members 

“I see us to stepping up in provision of information to assist across our membership within legal, clinical and professional aspects of their work,” says Vicki.

“Those involved in the case management of complexity and those working with case managers need resources that are tailored to their needs. 

“We already do this in many ways via our website with recorded webinar content, upcoming training and development events, publishing our standards and competencies and signposting and links to other sources of support regular bulletins. Our website is proving a very useful resource library which is seeing growing traffic, as it assists our members and others. 

“As our members apply for registration with the IRCM there will be an even greater requirement to demonstrate what case managers are doing and whether they are meeting the standards, so we need to continue to build relevant resources to support this need.”

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Case management

Pushing the boundaries of what’s possible for clients

Community Case Management Services discusses its commitment to clients and how geography is no barrier in giving life-changing experiences



In the 30 years it has been in operation, Community Case Management Services has established a reputation for its high quality service and commitment to clients, with its heralded international trips being truly life-changing for many. In the latest of our case management focus features, NR Times learns more about the development of the company and its future plans

Why was Community Case Management Services established and what was the ambition? How has the business developed over time?

Community Case Management Services Ltd was established in 1988, when co-director Maggie Sargent saw there was a need for those who had suffered catastrophic injuries to have person-centred, therapeutic rehabilitation goals to support them to achieve their own personal goals. Many people who had suffered life changing injuries needed support, and Community Case Management Services Ltd were able to act as an advocate for them to achieve their potential with their care and rehabilitation. 

Maggie was a co-founder of the British Association for Brain Injury Case Managers now known as British Association for Brain Injury Complex Case Management (BABICM), and this is where the guidelines for case management were defined. By adopting and incorporating these guidelines, Community Case Management Services Ltd were able to develop and take on more complex and challenging clients.

Kate Russell became a co-director in 2008. She was fundamental in establishing a comprehensive Case Management Development Pathway Programme. This provides the independent case managers who come on board to work with Community Case Management Services Ltd, a full understanding of the litigation process that our clients are going through to gain the settlements through court for their injuries. It introduces the bio/psycho/social model needed to try to put the client back into the position they could have been in, had they had not had their injury.

An essential element of case management is to draw on the clinical skills of the case manager to identify needs and for them to work closely with other disciplines to provide cohesive rehabilitation ensuring that all work from a goal based platform with measurable outcomes.

Thirty years later, the company has over 60 experienced and skilled case managers from a range of disciplines, Nurses, Occupational Therapists, Physiotherapists, Speech & Language Therapists and Social Workers. This number also includes the Assistant Case Managers, who can support the case managers with their clients where clinical skills are not required. 

As the company grew, behind the scenes our head office team grew too. We introduced our HR Liaison & Recruitment Manager, who then took a lead with developing the HR liaison and recruitment team to assist and support clients with directly employed care and support personnel. All of the HR and recruitment activity is undertaken collaboratively with the case manager, and the employer (being a deputy or trust corporation usually), with a specialist focus on recruitment and retention, meeting regulatory compliance for those providing care, and with adherence to employment law.

An Operations Manager was essential to provide peer support to the case managers and to manage the day to day business. To ensure that we met regulatory compliance, we recruited our CQC Registered Manager to oversee our quality standards. We have an IT and Information Governance Manager whose support ensured business continuity throughout the pandemic, optimising hybrid working with the use of remote means such as Zoom and Teams becoming second nature, along with taking a proactive lead in ensuring we met our GDPR requirements. Our infrastructure has improved greatly from those early days, and we also have a solid administration team, who are the backbone of the company, led by our Office Manager, they diligently ensure we maintain our high quality standards. 

Nearly three years ago we introduced our Clinical Governance Team, who meet weekly to discuss high risk critical clients and incidents, manage clinical issues as they arise and develop best practice. Case reviews are carried out with each case manager to provide professional support and guidance, and ensure they are providing a proactive biopsychosocial approach to their cases and maintaining compliance with regulatory standards. Our governance covers the due diligence that we carry out with all privately appointed treating professionals, to ensure they are fit to practice their therapies with our clients and their teams.

Community Case Management Services Ltd realised clients needed more than rehabilitation goals they needed a life! …a need to travel, to work, to socialise, and with that came the Community Case Management Services Ltd strap line ‘Life is for Living’. We then began to explore options for clients which included purchasing a farmhouse in France and completely refurbishing it so that it became fully wheelchair accessible, with a specialist adapted adjoining gite for high level disability needs, and rooms for the clients to take their carers.

We encourage our clients to meet up and gave them group opportunities to socialise. In 2011 Maggie established the Oxford group of the Silver Lining Charity and later the Bristol group. The group provided a much welcomed social forum and activities for its members with brain injuries. Lasting friendships have been formed, but it also supports its members with vocational needs and work with them to get back into their previous job or hobbies.

Maggie and Nicola Cale (Case Manager) are famous for their ski trips, safaris, and surfing trips, where innovatively the leisure activities incorporate therapy and fun. Clients are able to increase their quality of life through these adventures, which also increases their functioning ability. They are supported by their care and support teams who are fundamental to the success of the trips.

We have kept a lot of original clients over 20 plus years and have grown with them. Some we met as children and have become adults and the adults become the elderly, all needs are managed and all are at different phases of life – sexual relations, parenting, going back to work the list is endless.

How did the team adapt to the many challenges presented by COVID-19?

Our head office team adapted brilliantly and were extremely quick to adapt to the ‘virtual workplace’ and there was no change to the services that we provide as support to our case managers, clients and their care and support teams.

We already had a phone system that could be used away from the office and our IT Manager was quick to respond to ensure that all team members had laptops available which meant we could leave the office and work fully from home – we were ‘business as usual’ from the moment we left the office for the first lockdown! We did have one team member based at the office to deal with incoming post and other office-based tasks so that our office functions were not disrupted, and our team remained as safe as possible under the lockdown restrictions. 

Some of our office team continue to work remotely, while we do now have an increased presence in the office, we continue to observe social distancing and cleaning protocols along with regular testing. Team meetings still take place virtually via Teams and it allows us a better opportunity to capture the whole team, rather than just those available at the office at any one time.

As for our independent case managers and clients, the client’s needs always come first and with the correct safety measures in place we were able to visit face to face if vital, but many utilised the available technology. Some of our clients have become excellent at Zoom, with the support of their care and support teams. Where meetings in person were essential, the case managers carried out full and thorough risk assessment and full PPE was worn. 

Community Case Management Services Ltd supported case managers with as much information and guidance as possible. The case managers produced risk assessments and contingency plans and supported clients and their families with understanding the guidelines. The care and support teams that work with our clients are employed by the client, or their representative. This meant that they could carry on providing the care and support and had as little cross over as possible during hand over. There were many of the care and support teams that went above and beyond for our clients, and we cannot thank them enough for their dedication and hard work.

Of course, lockdown was hard for our many of our clients, however we tried to introduce the new normal and hosted online discos, quizzes and continued virtual therapy sessions. We will of course continue to use technology, as we did before the pandemic, however, will continue virtual internal meetings and multi-disciplinary meetings where possible.

What are your priorities going forward?

Firstly, and fundamentally we aim to continue to keep our clients safe. Many clients have had delayed or interrupted rehabilitation which may have set them back. So we need to help our clients to get back to how they were, whilst maintaining a balance as the pandemic eases and always to be aware of the risks.

We are looking forward to reintroducing more skiing trips, vocational experiences to the orphanage in South Africa and trips to our farmhouse in Camprond. This year we hosted a surf trip with Covid risk assessments in place – it was a huge success and clients were delighted to have some normality back in their lives. 

What does the long term future look like for Community Case Management Services?

Our ambition is to continue to help as many people as possible to achieve their best quality of life and achieve the right level of independence for them.

Community Case Management Services Ltd has developed and grown over the last 30 years. As a company we have become more confident in what we can offer, due to the increase in client base and number of case managers who choose to bring their expertise and knowledge to us. We have learnt a lot about our clients and what is available for them, for example the ventilator scheme, that wasn’t possible 30 years ago. 

The company remains independent and privately owned, but the longevity of the company is due to the high standards of quality and excellence we continue to uphold. This will continue, to provide our clients with the best possible outcomes for their care and rehabilitation. 

We look forward to the next 30 years and all it may bring!

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