In this complex rehabilitation case, the Case Manager was facing issues with attendance of therapy sessions by their client. Despite therapy sessions being agreed, funded and required for the well-being of the client, the client was becoming increasing disengaged from the process and non-responsive to the professionals involved. The repercussion of this non-attendance was their funding coming under threat of being withdrawn, resulting in the client losing their much-needed therapy sessions advised by their Case Manager.
Additional complications were faced when the Case Manager was on holiday. Seemingly no-one involved in the case was available and willing to take on the contact that was needed with the client to ensure their attendance.
Despite this element of the case not being the responsibility of Pyschology Direct (our role is to secure and supply an appropriately qualified Psychology professional), our Client Manager proactively stepped in. Seeing the issues being faced by the Case Manager and the potential impact on their client of further non-attendance, our Client Manager timetabled contact with the client to keep them on track with attendance. This included emailed reminders, posted reminders and calls placed on the morning of the appointment. A relationship was established so that all parties were aware of attendance or the need for appointments to be changed.
This additional, proactive effort by the Client Manager at Psychology Direct had a significant impact. We gave peace of mind to the Case Manager that their client was being contacted, reminded and persuaded to attend their rehabilitation sessions. The ultimate result was an improvement in attendance and the risks of funding withdrawal abated.
The Case Manager expressed gratitude for Psychology Direct taking the time and going above and beyond the service levels agreed to support them and their client. Now a long-standing client, this Rehabilitation Case Manager knows that we’ll go the extra mile to help when needed.