Our Experts' Blog
Feedback from Case Managers
From our inception we have built our practice around feedback and strong relationships with case managers.
Throughout our business development we have consulted, listened and actioned the feedback and guidance we have been given from case managers and case management company directors to ensure we are delivering the service that you are looking for. Below is a summary of what have heard and how we have actioned the feedback.
| What we heard | What we do differently |
|---|---|
| That case managers have to spend considerable time on goggle maps working out the postcode of the client and the therapist postcode to gain travel costs and that these can often be more than the cost of therapy | That case managers have to spend considerable time on goggle maps working out the postcode of the client and the therapist postcode to gain travel costs and that these can often be more than the cost of therapy Where ever possible we include travel time and mileage in our all inclusive assessment and treatment fee. We have actively recruited more than 200 OT’s nationwide to ensure we have strong geographical coverage thereby reducing the need for excessing travel costs. |
| That independent OT’s don’t pick up the phone | Our phones and email enquiry line are manned 8.30 – 5.30 by our client management team, in addition our office team also pick up calls we are always on hand to help |
| It’s hard to find OT’s of the right standard and how do you provide quality guarantees to funders. | We have a dedicated HR team who search the country to source the right OT’s to join our team. We rigorously vet therapists prior to joining us through interview, presentations, HCPC, BAOT and DBS registrations to ensure you can give your clients the reassurance of the quality of the therapist you are recommending. We have a fitness to practice form approved by the large case management companies directors that is held on line and immediately available so as not to slow down referrals. |
| I’m not an OT so how can I tell the quality of the report. | Our office based, client management team are occupational therapists and look after your cases from the second you pick up the phone to us through to when we close the case. They are skilled quality assurers and every report is read and reviewed by them prior to it being submitted to you. |
| Sometimes OT’s go ahead with work without funding approval or the invoice does not add up to what I had authorised. | Our cases are managed through an on line referral and case management portal. This means that everything is quotes and submitted to you for approval, once this is complete we will offer it to the OT, its all recorded and tracked so we will only complete what you have approved. |
| Therapists charge for their admin time which can really mount up. | We believe that case notes are a professional obligation and therefore this is not a cost to be passed onto the client. We also provide monthly progress reports at no extra cost. We do charge for time to arrange rep visits for example and this would be billed under admin time but this would all be detailed in advance for you to approve so no surprises. |
| It is hard keeping therapists on track with goals for me to submit to the funders. | In line with the Loughlin judgement we restructured our report formats. The recommendation section of our assessment report is goal orientated and SMART. We review progress against this at the end of each month to ensure we are accountable for moving them forwards. |
