Keys to Success | Our People | Our Processes | Our Philosophy
Proclaim CARE adheres to the Rehabilitation Code of Best Practice at all times. Link: www.bicma.org.uk/cobp.php
In addition we have a number of industry-leading customer-orientated processes which include:-
- Clinical Needs Assessments
- Clear CARE Plans
- Vocational Pathways
- Clinical Audit & Quality Control
- Management Information Reporting
- Customer Feedback Surveys
Clinical Initial Needs Assessments (INA)
Our clinical assessments are undertaken by experienced and medically-qualified staff and ensure early identification of appropriate rehabilitation pathways and quantification of the benefit of case management intervention to the claimant and insurer. Home INA supports establishing client trust, an appreciation of the home environment for recovery and more accurate assessment (physical, psychological and vocational).
Clear CARE plans
Planning, organisation and target-setting are key. Our CARE plans are comprehensive documents, assessing recovery targets and vocational return milestones. The benefits are:-
- Clear and relevant targets and patient recovery expectations.
- Clear justification in terms of cost-benefit analysis of intervention.
- Post case measurement and review.
Vocational Pathways
This tool, alongside the medical rehabilitation plan, maps out the key steps for returning people to work at the earliest possible date.
Clinical Audit & Quality Control
A key part of our process is that every INA is reviewed by our Clinical Audit Case Manager. In addition, our Clinical Director reviews a large sample of cases to ensure the quality of the Audit and feeds back to the Case Managers.
Management Information Reporting
Our monthly and quarterly MI Reports provide comprehensive trend monitoring, exception reporting and associated insight in addition to core monthly data. Results are reviewed on a trend basis with narrative to assist in the interpretation of the data.
Customer Feedback Surveys
We issue a satisfaction survey to every client and solicitor. This assists in establishing performance measures by Case Manager, Injury Category and Customer.
We also survey all our instructing customers and representatives annually via an on-line satisfaction survey. This feedback supports our Continuous Improvement Programme.
