As founders and directors of Breakthrough Case Management, Catrin May and Annabelle Lofthouse knew that it was their responsibility to be clear about their company ethos from the start. An ethos that was as much about the way in which they worked individually as it was as a set of company values.
“We set out with a clear goal to create an inclusive, compassionate, innovative and dynamic case management company, staffed by compassionate, empathetic, tenacious, innovative and dynamic case managers,” says Annabelle.
Annabelle Lofthouse
“It’s absolutely essential that all our team members share those values. Our company ethos sets the tone for how we, and our case managers, approach and handle each case.”
Catrin agrees. “A company ethos centred around compassion and empathy is especially crucial in the case management industry,” she says.
“Clients who seek case management services are going through challenging and emotionally taxing situations. They’re dealing with personal injuries, medical issues and they are navigating the legal system.
“In such circumstances, having a case management company that understands their situation and genuinely cares about their well-being can make a significant difference.
“Compassion and empathy allow case managers to connect with their clients on a deeper level, providing the emotional support and guidance they need throughout the case management process.”
Both agree that compassion and empathy are not just buzzwords in the case management industry. Rather, they are essential qualities that should be ingrained in the DNA of every outstanding case management company.
“When case managers approach their work with compassion and empathy, it creates a safe and supportive environment for clients. They feel heard, understood, and validated, which is crucial in building trust and rapport,” Catrin explains.
“Case managers who genuinely care about their clients’ well-being are more likely to go the extra mile to ensure their needs are met and their rights are protected.”
At Breakthrough, compassion and empathy are not viewed as soft skills, rather as a way for case managers to better understand clients’ unique challenges and so tailor their strategies accordingly, navigating complex legal and medical processes and systems with a more holistic perspective.
Annabelle points out that “compassion and empathy are an important part of our tool kit as case managers, ultimately enabling us to best advocate fiercely for our clients’ rights and interests.”
Catrin May
Advocacy is, of course, at the core of case management, and the company recognises the value of being both tenacious and determined in fighting for their clients’ best interests.
Personal injury cases can be highly complex. A case management company that is tenacious and determined in advocating for their clients can level the playing field.
As directors, both Catrin and Annabelle know that it is their responsibility to create and sustain an environment in which team members feel confident enough to question, suggest and innovate. This translates into outstanding individual case management.
“We want our team members to feel secure enough to act autonomously, to share what worked and what didn’t and to have the courage of their convictions in pursuit of the very best outcomes for our clients,” explains Annabelle.
Catrin agrees, adding: “Having a strong company ethos in line with those convictions supports our team and in turn our clients and their families, who are at the heart of everything we do.”
