NCM UK’s dedicated adult case management team has provided personalised services for over a decade. Founder Martin Gascoigne explains why its duty of care is not just to the client, but the whole family.
Initially, focused on providing paediatric case management services, which were funded and delivered on a need-led basis throughout the UK, a growing demand for adult services, spurred by an increasing number of referrals from solicitors and family members, highlighted the need for a new approach.
NCM UK responded by establishing its adult case management team to ensure that adults requiring complex neurorehabilitation could receive comprehensive, individualised care.
“The main aim and focus of the team was to address the lack of adult services within the medico-legal sector,” explained Martin Gascoigne, who founded NCM UK back in 2009.
“The team was created not just to support rehabilitation for those over 18 with brain injuries, but to do so with a holistic approach, offering support to both the patient and their families.”
Nationwide expansion and expertise
Since its launch, the team has grown significantly.
From just one case manager and a rehabilitation coordinator in the North of England, it has expanded to deliver services across England and Wales.
This expansion ensures that adults with brain and spinal injuries can access expert neurorehabilitation support no matter where they are located.
This is particularly important, as needs vary greatly depending on factors such as local healthcare infrastructure and the availability of specialised services.
A personalised approach to case management
The adult case management team is designed to be flexible and responsive, with team members employed on a case-by-case basis, depending on the specific needs of clients.
Case managers are allocated as new referrals are made, often by solicitors or family members.
“Each client has different levels of needs and requires varying degrees of intervention on a daily basis,” Gascoigne continued.
Martin Gascoigne
“We adapt our support to these needs, sometimes working intensively when clients enter acute stages of rehabilitation, but always with the goal of promoting independence within the community.”
For NCM UK, case management is not a one-size-fits-all approach.
The team assesses each client’s unique circumstances, implementing a customised rehabilitation plan that may include input from various healthcare professionals such as occupational therapists, speech and language therapists, and physiotherapists.
These professionals are carefully selected to align with the client’s specific rehabilitation goals, and their work is overseen by the client’s case manager.
“Each case is regularly reviewed through monthly multidisciplinary team (MDT) meetings to ensure that the care plan remains aligned with the client’s evolving needs,” he added.
“This collaborative approach ensures that clients receive the right level of care and support at the right time.”
Family-centred care
NCM UK has established itself as a leader in the neurorehabilitation sector by differentiating its approach from other case management companies.
Central to this is its commitment to providing holistic, family-centred care.
Recognising that brain injuries impact not only the patient but also their loved ones, the team ensures that family members receive training and guidance to help them provide effective daily support.
“What sets us apart is our ‘duty of care’ not just to the client, but to the entire family,” Gascoigne said.
“We recognise that the effects of a brain or spinal injury are far-reaching, and by supporting the whole family, we increase the effectiveness of rehabilitation.
Our approach ensures that everyone involved has the tools and support they need to cope with the challenges that brain injury brings.”
Challenges and triumphs
But the evolution of the team has not been without challenges. Given the diverse and complex needs of clients, the team must be adaptable and proactive at all times.
“Each client is different, and their needs can change rapidly,” said Gascoigne.
“We have to be ready to respond with unbiased advice and self-directed rehabilitation strategies, ensuring that clients receive the most effective support throughout their recovery.”
NCM UK takes pride in its ability to deliver high-quality, complex care. The company’s greatest achievements lie not in individual cases but in its consistent delivery of personalised, family-inclusive care across the board.
“No single case stands out as our proudest achievement,” he noted.
“Each case is as important as the next, and we are proud that we can offer a service that ensures the wellbeing and safety of all our clients.”
Future growth and accreditation
As NCM UK continues to evolve, the company is also working toward achieving key regulatory milestones. The adult case management team is now regulated through the Institute of Registered Case Managers (IRCM) and is working towards its Care Quality Commission (CQC) registration.
“Gaining CQC validation will provide clinical governance to all our practices, ensuring that our services are underpinned by the highest standards of care,” Gascoigne added.
“This will be a key step in reinforcing the credibility and quality of our service, demonstrating our commitment to excellence in the field of neurorehabilitation.”
This will place NCM UK in a position to offer even more comprehensive care, ensuring that these high standards are maintained across all its operations.
Adherence to CQC policies and procedures will further solidify NCM UK’s reputation as a provider of top-tier case management services.
For professionals in the neurorehabilitation sector, NCM UK’s approach offers a model of best practice—one that places the needs of both clients and their families at the heart of its services.
Find out more at https://ncmuk.co.uk
