How to choose a good case manager – and what to prioritise

Choosing a good case manager for a personal injury case is a critical decision – whether you are a solicitor or an insurer, the case manager will be dealing directly with your clients and effectively representing your firm. However, it’s not an easy choice and it can be difficult to know which factors to prioritise during your search.

Here, we have outlined some of the factors that we believe should be very near the top of your list when identifying and selecting case management professionals.

Promote independence and self-management in clients

This is top of our list for a good reason: the clients’ eventual independence must always be the aim. It could be tempting for a case manager to make themselves indispensable to the client, but dependence on a case manager is far from ideal.

A client who can adapt to their new situation, becoming independent and self-managing, is the best possible outcome for a good case manager.

Creative thinking

Creativity is a less obvious trait to look for in a case manager, but it is actually vital. Case management can present a number of variables – every case is different, after all – and require creative solutions to real-world challenges. The very best case managers will use their initiative and creativity, whilst working with all parties involved, to achieve the best outcomes.

Must be challenging

Case managers must have the confidence and the knowledge to be able to clinically challenge other professionals’ reasoning. We don’t mean being argumentative; it’s about ensuring the clients’ interests, and their individual needs, are understood, put first and fought for.

CMSUK and BABICM membership

The case manager should be a member of the Case Management Society UK. The society offers a comprehensive platform for standards, ethics and best practice within case management, including this guidelines document.

Ideally, they should also hold membership of BABICM – the British Association of Brain Injury and Complex Case Management. BABICM shares knowledge and excellence in brain injury and complex case management, helping to maintain the highest professional and ethical standards.

Membership of these organisations indicates the case manager in question is guided by best practice and in touch with industry developments and research.

Relevant experience

This might sound an obvious point, but we’d strongly recommend checking that a prospective case manager has the correct, relevant experience of cases of the type you’re dealing with.

This is especially true when it comes to higher-value multi-track claims, involving clients with serious injuries and/or long-term care needs. Case management in these instances requires an expert touch from and experienced hand.

Geographical considerations

Good case management can’t be done remotely. Although the British Isles sometimes feel small, it’s important to look for case managers who are within easy geographical reach of the clients. This matters to clients, who value face-to-face contact. It also means the case manager will be familiar with the workings of local authorities and clinical professionals, making them better able to engage in the rehabilitation pathway.

Commercial awareness of the case

Although a client-focused approach is vital, you should also look for a case manager that will be aware of commercial considerations, including budgeting. This is the only way to deliver gold-standard, proportionate and accountable rehabilitation.

Unite Professionals has a long track record of delivering industry-leading case management within the personal injury industry for solicitors, insurers, private industry and private paying clients. For more information you can contact us here.