The Psychology of Case Management podcast

The show that helps Personal Injury professionals use psychological ideas to achieve more for catastrophically injured clients by maximising rehabilitation outcomes and achieving the best level settlements possible.

PCM-podcast-s.jpg

Click here for the latest episodes, or for notes and transcripts for Season One.

Find all published episodes at: https://psychologyofcasemanagement.podbean.com

Season Two

Notes to the Episodes

Episode 1: Linking trauma and pain


Dr Melanie Lee and Dr Alan Bowman kick off our second season by describing their journey into pain management, working with personal injury clients and chronic pain, reactions to pain and trauma in the body and the mind... and ways to work with them.

Keywords:

trauma, pain, complex, chronic, multidisciplinary, interdisciplinary team, personal injury, relationship, holistic, acknowledgement, traumatic injury, grief, physical, mental, psychological, biological, interruption, interference, identity, therapy, formulation, communication, biopsychosocial, expectations, attachment, wellbeing, connection, integration, assessment, commission bias, gift exchange theory, uncertainty, pacing, prioritizing, planning, process, ACT, CAT, physiotherapy, occupational therapy, fatigue, concentration, attention

Quotes:

7:31 (Mel) "When you’re with someone in pain, because it’s such an unbearable experience for everybody, it is very tempting to turn away from it or jump to a conclusion or a solution very quickly… because we hate seeing people in that much distress." 16:34 (Alan) "Trauma is not a psychological thing; it’s not a biological thing. It’s both." 23:47 (Mel) "Some of the things that make the biggest difference are not direct manipulation of the physical sensations."

2:10 Guests’ journey into pain management

5:30 being warned off working in pain

6:40 Working in pain management with personal injury clients

9:00 Chronic pain

11:40 The body’s reaction to pain and trauma

14:57 Psychosomaticism

17:00 The effects of pain on a patient’s psychology

21:28 Treatment focus

24:16 acknowledgment and validation

28:38 Interdisciplinary working

33:20 Managing expectations and outcomes

36:32 Repairing fragmentation

37:57 Not focusing just on physical progress

40:53 How Trust Pain Management work

45:20 How to work with them

46:43 Three practical tips

Guest: Dr Melanie Lee and Dr Alan Bowman, Trust Pain Management

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 15: Set yourself up for 2022


In the last episode of Series Two of the podcast, Shabnam takes some time at the turn of the year to reflect, take stock, and offer some thoughts about getting off to a positive new start in January.

Keywords:

holistic, mental health, family roles, career, purpose, meaning, sustainability, change, permission, transformation, growth, maturity, fulfilment, joy, discomfort, CBT, thoughts, feelings, behaviour, values, burden, women, expectation, criticism, wellbeing, truth, self-care, hobbies, reflection, nature, kindness, compassion, self-talk, solution-focused, questions, language

4:48 Finding values

7:30 Believing it’s ok to speak my truth

11:13 Doing more to invest in myself

14:34 Treating yourself gently, with kindness

17:26 Ask solution-focused questions


Quotes:

1:27 “We’re living in an era where mental health matters for the first time.”

3:41 “Personal transformation includes physical, mental, emotional growth, all of which helps up be a better version of ourselves.”

7:24 “What are your values? What are your truths that will take you into next year?”

14:27 “How do you invest in yourself to keep your values alive?”

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 2: Families and brain injury


Ndidi Boakye joins us to talk about the importance of the family in rehabilitation, because an individual doesn’t recover in isolation. She explains what is meant by the ‘system’ around a client, the impact of an injury on the family, what support a family could need, and the challenge to get wider family issues recognized as part of the injury trauma. Ndidi examines systemic factors in assessment, the risks of not considering spouses/families, cultural issues, and what case managers can do.

Keywords:

family, couple dynamic, family functioning, trauma, loss, grief, system, litigation, neuropsychology, rehabilitation, culture, social context, dutifiul, adjustment, divorce, separation, psychoeducation, brain injury, affected person, research, minority backgrounds, collectivist, discrimination, disability, settlement, adultification, children, parentification, double jeopardy, needs assessment, carer burden, distress, resilience, resourcefulness, narrative

2:10 Ndidi’s background

5:00 What is a system

8:00 The impact of injury on the family

10:30 The importance of a stable system to rehabilitation

12:00 What support the family need

13:05 Lack of research in this field

15:00 The challenge to get wider family issues recognises as part of the injury trauma

18:00 The role of case managers

18:40 Focusing on systemic factors in assessment

21:00 Perpetuating social stigma by not considering spouses/families

23:00 Issues for minority clients

24:45 What case managers can do

  • Involve the family

  • Give access to resources

  • Ask family members about their mental health

Quotes:

5:01 "Families are key to ensuring that the things that are learned in the rehab context continue."

10:59 "The individual doesn’t recover by themselves. They need a system around them.”

Guest: Dr Ndidi Boakye, The PsychPractice

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 3: Racism


Today I’m going solo on a topic that is both difficult and close to my heart. I want to look at racism through the lens of my family history, childhood and educational experiences, adult and professional life, and where it comes up in the personal injury/case management field. I’ll offer some ideas for steps we can all take towards meaningful change, and I’m open to constructive feedback. After all, "the best things in life are on the other side of a difficult conversation" (Kwame Christian).

Blog post referenced in the episode:

https://www.psychworks.org.uk/post/reassessing-safety-in-a-socio-cultural-context

Keywords:

race, silence, upset, discomfort, race relations, unconscious biases, racism, Pakistani, Muslim, school, safety, displacement, violence, trauma, education, non-white, obedience, Stephen Lawrence, Macpherson Report, institutional racism, police failings, multiculturalism, university, South Asian, Black, research, 9/11, 7/7, intergenerational trauma, token gestures, mistrust, prison, mental health, human rights, recruitment, training, dialogue

0:20 Toni Morrison quote

0:36 Motivation for this episode

3:36 Shabnam’s family history

7:47 Experiences growing up

12:28 Change in atmosphere after 9/11

13:22 Challenges in case management

16:59 Top three courageous steps

Quotes:

2:00 “In the past, whenever I have raised the race topic, it has almost always been met with silence.”

13:56 “Every referral my team receives is met with an unspoken fear that the colour of my skin, or my colleagues’ skin, might put a client off.”

21:34 “If you have come here to help me, you are wasting your time. But if you have come because your liberation is bound up with mine, then let us work together.” (Queensland Aboriginal activist group)

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 4: Motivational Interviewing


Do you have clients where, the more you try to offer sound information and advice, the more they tend to back off and resist? Stephen Rollnick and William Miller felt this in their helping roles, and came up with Motivational Interviewing to minimize barriers in their work. Now MI has an excellent research base and is applied in all sorts of settings from forensic to educational to sports. It’s getting better known in the brain injury world, too. In this episode, case manager Andrew Rose, introduces us to the theory and practice of MI and why he finds it such an excellent tool.

Keywords:

communication, language, motivational interviewing, training, brain injury, case management, David Manchester, challenging behaviour, Australia, BABICM, drug/alcohol dependency, coming alongside, conversation, behaviour change, commitment, motivation, framework, collaboration, autonomy, compassion, rolling the resistance, reflective listening, summaries, open questions, affirmation, Verna Morris, ambivalence, emotions, feedback

1:04 Intro Andrew

4:47 What is motivational interviewing?

6:35 Scientific framework

8:36 Key elements of MI

10:44 How MI and brain injury are linked

13:00 How popular is MI in the brain injury world?

15:00 Where can you train?

15:51 How would we know if we are doing MI already?

18:05 Applications of MI

19:10 Evidence base

20:27 Three tips

28:29 Contact details for Andrew

Quotes:

6:21 “You can’t force someone to change. You’ve got to help them find that internal motivation.”

11:30 “What you’re demonstrating to your clients, using these skills is: I am listening to you, I’m understanding you, I’m accepting you.”

29:30 “Motivational Interviewing is a tool that could help everyone in the case management world.”

Guest: Andrew Rose, Director of AKA Case Management

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 5: HR Matters in Personal Injury


This week’s podcast looks at managing care teams through an HR lens, and the expert eye of Cecily Lalloo, whose company has a specialism in care sector HR, including case management. She talks to us about the importance of empathy, training, communication and relationships, working at the speed of the family, and sometimes having to let people go. Cecily is even writing a book on the subject.

Keywords:

human resources, HR, care team, case managers, deputies, families, relationships, employee/employer obligations, expectations, recruitment, induction, management, contract, training, home, trauma, care staff, care worker, DBS, communication, performance management, nurturing, holiday, staff meetings, absence, overnight, shifts, rotas, grievance procedures, Embrace HR

4:16 Why did they specialise in PI?

7:30 Empathy in HR

11:00 How the HR process works in Case Management

13:30 Working at the speed of the family

19:00 Performance management and letting people go

24:00 The family as context

25:55 Cecily’s book

28:57 How to communicate with your team

33:03 Training

35:30 Three top tips

41:00 Contact details:

w: https://embracehr.co.uk/

e: hello@embracehr.co.uk

Quotes:

11:24 “The contract is key, because the contract helps to set the expectations.”

24:00 “The family are not the employer but they are the context.”

34:10 “Very often I find that if something’s not dealt with, the molehill starts becoming a mountain.”

Guest: Cecily Lalloo, Embrace HR

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 6: The Neuroscience of Pain


This week, Dr Romy Sherlock takes us beyond ‘issues in the tissues’ and into the neuroscience of pain: it’s not just about treating physical symptoms, but encompasses our use of language, the client relationship, and the way we deal with witnessing others’ pain. Brace for the traditional top tips for Personal Injury professionals, and an invitation to join the discussion.

Keywords:

persistent pain, chronic pain, teams, hopeful, Retraining Pain, medico-legal, rehabilitation, neuroscience, pain management, complicated, Lorimer Moseley, David Butler, nervous system, danger, safety, overprotective, medicalized, physical, emotional, multidisciplinary, psychological, DIMs, SIMs, complex, empathy, righting reflex, polyvagal theory, sympathetic, parasympathetic, overwhelming, subjective, collaborative, webinars

2:33 Romy’s interests and what led her to specializing in pain7:10 The neuroscience of pain12:48 Moving away from only treating the physical17:50 Use of language in treating pain21:31 How to deal with witnessing pain in others26:00 Polyvagal theory and its relevance to pain28:00 Client relationship as part of pain assessment30:52 Three top tips for Personal Injury professionals to use in their work35:20 Shabnam’s reflections37:00 Pain webinars

Quotes:

7:55 “It’s more than just ‘issues in the tissues’ sometimes we can’t make sense of why people have pain.”

11:33 “We need to ask ‘What is setting off your danger system?’ and ‘How do we help you create safety in your nervous system?’”

Free webinar on pain management run by Retraining Pain on 16 November 2021: https://www.eventbrite.co.uk/e/help-your-clients-retrain-their-pain-tickets-172136784757

Guest: Romy Sherlock: Retaining Pain

www.retrainingpain.co.uk | info@retrainingpain.co.uk

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 7: Research in Case Management


Dr Devdeep Ahuja talks to us today about the importance of research to the formation of a professional identity for Case Management – and you don’t have to be ‘a researcher’ to do it! We can all collect, structure, pool and learn from the evidence that comes from our intuitions, practice, experience and outcomes – even individual case studies. Dr Dev tells us what the the Case Management Society (CMSUK) is doing to support this process, and invites us to join in.

Keywords:

research, practice, case management, physiotherapy, professional identity, evidence, literature, effectiveness, pain, outcome measures, standardization, clinical practice, interventions, validation, funding, justification, evidence-based practice, practice-based evidence, bottom-up, data, anecdotal, experience, sharing, learning, CMSUK, monitoring progress, framework, journal, references, NICE guidance, reflection, Journal Club, intuition, research grants, research-aware, structure, reports, NHS


2:24 Devdeep’s journey into research

5:39 Why is research important?

8:00 Research from a consumer/patient perspective

9:35 Broadening a definition of evidence

11:50 How to share experience based evidence

13:30 Professionalising Case Management

16:00 Case management is more than just an organization role

16:45 Missing framework and epistemology

18:26 Getting started with research

21:28 CMSUK journal club

22:45 Referencing and engaging with research

26:00 Subjective nature of case management research

27:34 How CMS are encouraging research

30:56 Top three ways to increase reliance on research

Links:

https://www.cmsuk.org/

https://uk.linkedin.com/in/devdeepahuja

https://rtwplus.com/

Quotes:

6:39 “Research forms the basis of a professional identity.”

12:30 “It’s so easy to do practice based research but it needs open-mindedness towards sharing and learning together.”

18:26 “You don’t have to be a researcher to do research.”

Guest: Dr Devdeep Ahuja, CMSUK

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 8: Understanding and managing client spending habits


Today, Shabnam explores another side of ’retail therapy’ and what spending behaviours can tell us about our clients’ underlying motivations and needs. She suggests how psychological approaches such as Compassion-Focused Therapy can help perceive anxieties that may lie beneath the surface gratification, and offers tips for professionals working in the Personal Injury field.

For Shabnam's list of 14 spending questions, please refer to the transcript of episode 8.

Keywords:

money, clients, spending, trauma, injury, compassion-focussed therapy, rules, family members, litigation, threat, drive, trigger, behaviour, choices, motivation, avoidance, distress, underlying emotions and beliefs, self-esteem, conflict, overspending, underspending, compulsive spending, avoiders, rulers, getters, pleasers, controllers, spending, saving, risk-taking, risk avoidance, generalist, particularist, impulsive, reflective, change-adaptive, change-avoidant, anxiety, irrational behaviour, psychology, relationships, groundrules, discomfort

1:00 How money issues can affect your client relationship

2:45 Research around money

9:16 Exercise about spending

14:50 The personal injury context

17:53 How psychology can help – Compassion-Focused Therapy

21:26 Shabnam’s tips

Quotes:

2:45 “The issue of money is actually a common clinical and professional problem.”

3:08 “Money can be used to understand underlying psychological motivations and needs.”

4:40 “People would rather talk about their sex lives than share their financial data!”

22:34 “Dopamine hits mask anxiety and fears, which is what our clients and their families will inevitably be experiencing.”

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 9: Working effectively with support workers


In today’s episode we hear from Natalie McKenzie about the role and skills of trained Rehabilitation Assistants (RAs), who can provide valuable insights on clients, inform care team colleagues, and advocate on a client’s behalf. She offers us great tips and advice on supervision, fostering positive relationships, contracting, wellbeing, and dealing with discriminatory behaviour from clients.

Keywords:

support workers, rehabilitation assistants, RAs, brain injury, cognitive rehabilitation, BIS Services, TBI, ABI, functional skills, behaviour, thoughts, mood, metacognition, data, collaborative, MDT, case managers, strategic, operational, sense of the client, qualitative, supervision, authority, advocate, clinical contracting, expectations, referral, matching, staff wellbeing, mental health, discrimination, cultural challenges, mutual respect, BIS Training Academy, Independent Living Assessment

2:00 Natalie introduces herself and her company

5:30 Support worker vs rehabilitation assistant

8:00 How they train RAs

9:42 The importance of supervision and evidencing decision making

13:00 Getting insights on the client from your RA

16:00 Case study

18:00 Informing the rest of the team about the nuances in client care

20:35 Respecting the skills of the RA

23:00 Difference a good relationship with the RA can make

26:00 RA as client advocate26:46 Clinical contracting

32:07 Investing in staff wellbeing

37:40 Dealing with discriminatory behaviour from clients

39:40 Three tips

43:00 Investing in training and skills


Quotes:

7:20 “For us, the big difference is in not doing for, but doing with. It’s enabling functional skills.”

15:05 “Relying on the information coming in from the RAs is so pivotal.”

18:46 “Not everything can be scored! Sometimes you need to work with your support team to find out what is going on with your client.”

Guest: Natalie MacKenzie, BIS Services

www.thebiss.co.uk | @thecognitiverehabcoach

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 10: Supervision


Alice Nicholls is back to share her experience of something that has come up many times on the podcast: supervision, and its value in Personal Injury work. She guides us towards best practice in establishing the necessary framework, including safeguarding, ground rules, boundaries and recording… and shares her top tips for effective, supportive supervision.

Keywords:

supervision, recruitment, staff retention, wellbeing, support workers, learning, clinical psychology, formative, restorative, normative, teaching, support, emotional impact, oversight, one-to-one, group, self-reflective, therapy, therapeutic alliance, risk, burnout, job satisfaction, expectations, advice, challenge, stage, intention, perception, families, frequency, contracting, boundaries, good practice, safeguarding, location, record-keeping, Zoom, length, notes, quality, accountability, feelings, safety, celebration

3:00 What is supervision?

7:00 Supervision for emotional support

9:51 Value of supervision to Personal Injury work

11:33 What makes good supervision?

18:25 Suspicion of supervision within client families

20:14 How to set up supervision

23:00 CQC and safeguarding

23:52 Setting ground rules

24:30 Boundaries

29:54 Ideal length for supervision

31:58 Recording supervision

35:08 Three tips... plus a bonus


Quotes:

5:33 “Supervision can be formative, restorative, or normative.”

9:08 “We need to always be aware of what emotions we’re bringing and how it’s impacting on our work.”

21:25 “It’s hard to recruit and maintain teams. Supervision is considered in the literature and through experience, to minimize some of those challenges that support workers have.”

36:30 “It’s never too late to formalize supervision or redefine some boundaries.”

Guest: Dr Alice Nicholls, PsychWorks Associates

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 11: NICE guidelines on pain


Dr Dev is back, to discuss pain, and our understanding of it: challenging simplistic models, what the NICE guidelines say about pain and its management, and how to approach our personal injury clients’ experience of pain in an interdisciplinary way. He lets us know what we can do about pain - starting today!

Keywords:

pain, NICE guidelines, physiotherapy, case management, recovery, work, rehabilitation, orthopaedic, MRI, surgery, acupuncture, psychology, chronic pain, funding, pain management, self-management, self-reliance, internal locus of control, mindset, sensory, emotional, malingering, perception, subjective, pain is real, litigation, pathology, assessment, language, safety, danger, primary, secondary pain, exercise, ACT, CBT, pharmacology, anti-depressants, pain medication, painkillers, advice and guidance, ancillary services, awareness, understanding, injury, childhood, experience, stress response, pain response, relaxation, environment, socio-economic factors, biopsychosocial

1:35 Why Dev specializes in pain

6:00 Mindset around pain

9:00 How we understand pain

13:00 Examples of the damage of a simplistic model of pain

14:30 Current NICE guidelines definition of pain

17:50 NICE guidelines about pain management

23:00 Interdisciplinary pain teams and personal injury clients

23:40 What can you do today?


Quotes:

5:25 “We want to reduce the reliance on external people and give pain sufferers the tools and self-management skills that they need.”

8:40 “All pain is real. That perception of pain that a person is experiencing is subjective, and you can’t measure it. No-one can measure that.”

13:45 “Pain is more about the threat that is perceived by our body, by our brain, than the actual injury itself.”

16:15 “As case managers in each encounter we have with the client we have the opportunity to add to their safety cues, and we have the risk of adding to their danger cues.”

Guest: Dr Devdeep Ahuja, RTW Plus

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 12: Coping at Christmas


As we head towards December, Dr Marianne Trent brings us some important seasonal reflections – because there can be a lot more to Christmas than tinsel and good cheer. It can be a time where injury and loss are accentuated, when people can find it hard to enjoy life and have fun without feeling guilty. Health professionals and carers also need a break, and we all need to value and protect our own time and space. If we can be aware of the potential pitfalls in advance – and think and plan ahead – it might help us, and clients and families, to enjoy the spirit of Christmas more.

Keywords:

Christmas, trauma, loss, grief, health, social, emotions, care, rehabilitation, mental health, conflict, stress, loneliness, finances, maladaptive coping strategies, alcohol, exhaustion, demands, guilt, triggering, COVID, A Christmas Carol, memories, contrast, distress, care team, celebration, switching off, enjoyment, time off, boundaries, ring-fencing, available, 24/7, expectations, working hours, burnout, uncertainty, anxiety, ground rules, safeguards, risk, planning, human connection, dignity, respect, special, humanity, individual, choice, care plans, risk assessments, team, break, openness

3:06 Considering health professionals at Christmas

4:00 Christmas and guilt

9:18 Taking time completely off work

12:30 Setting boundaries

16:30 Not offering everybody the same access

17:45 Planning well in advance

19:12 Carers

22:00 Sharing a Christmassy moment with your clients

27:05 Mental health issues at Christmas

30:35 Top tips


Quotes:

5:37 “The difficult thing about personal injury is that there is so much distress and suffering, but also so much grief. There is so much direct compare and contrast between what we had currently and what went before.”

10:35 “There needs to be opportunities where we give ourselves permission to enjoy things.”

14:21 “Ringfence your time - treat yourself as important!”

21:51 “You’re allowed to do what you can for that person right now, without thinking about what else you might have done.”

Guest: Dr Marianne Trent, Good Thinking Psychological Services

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 13: Self-care


Today Dr Alice helps us to look again at self-care: questioning some common assumptions, and suggesting what genuinely looking after ourselves might look like. She looks at ideas including doing less, boundary-setting, kicking the dopamine cycle, mindfulness, listening to your body and managing stress. The result could certainly be ‘good enough’, more sustainable, and even increase our capacity to support those around us.

Keywords:

self-care, boundaries, outsourcing, good enough, neuroscience, family, relationships, children, pressure, commitments, multi-tasking, availability, caseload, priorities, treadmill, managing stress, coping, burnout, outsourcing, overwhelm, sustainable, standards, compassion, Pomodoro technique

1:20 Challenging the stereotype of self-care

5:09 Multi-tasking

6:00 Doing less

10:30 Setting good boundaries

11:00 Being caught in the dopamine cycle

12:32 Paying attention to what you are losing to work

13:32 Outsourcing

17:30 Lowering standards - cooking aids

19:10 Mindfulness - granting yourself permission to listen to your body

22:49 Managing stress - Pomodoro Technique

25:30 Using your calendar rather than a to do list

26:00 Good enough

27:00 Increasing capacity

29:00 Relating this to the personal injury field


Quotes:

5:45 “There is no such thing as multi-tasking.”

12:12 “The place to take a step back is not when you’re starting to feel burnt out, it’s when you are feeling great and thinking, ‘I’m just going to add a bit more’. It’s when you feel invigorated that you need to slow it down.”

16:05 “I really believe we should be trying to live lives that we don’t need to retire from.”

19:40 “We’re really good at learning to tune out our bodies and ignoring them, but actually to look after ourselves, we need to tune back in.”

21:15 “Self-care can be just doing the small things that your body needs in the moment.”

Guest: Dr Alice NIcholls, PsychWorks Associates

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media




Episode 14: Working with solicitors


As the podcast’s first guest solicitor, Crystal Eaton brings a really interesting legal perspective: explaining what the personal injury process looks like from her point of view; combining financial and rehabilitation outcomes; the importance of the family, communication and information-sharing with those around the client. She offers an insight into the legal process, and her tips for cultivating a successful relationship with the legal team – as well as how to cope on a personal level.

Keywords:

solicitor, legal, personal injury, rehabilitation, settlement, recovery, justice, compensation, insurance, fault, inquest, police, family, inquiry, needs assessment, case manager, treatment, medical, interim payments, stress, finance, care, support, welfare, loss of earnings, adaptations, advice, needs, quality of life, investment, maximizing outcomes, trauma, support network, NHS, statutory services, multidisciplinary teams, MDT, claimant, defendant, lawyers, collaborative working, housing, therapy, litigation, record-keeping, evidence, recommendations, communication, funding, wellbeing

1:46 How Crystal got into being a Solicitor

5:13 Putting the client at the centre of things

5:24 What the personal injury process looks like from the law perspective

13:00 Maximising financial outcomes and rehabilitation

15:00 Importance of family

18:15 Communicating within the case management team

19:40 Collaborating with the defending team as well

22:55 Sharing information with your case manager

25:57 Trauma and rehabilitation

29:47 Three tips for working better with your solicitor

32:34 How do you cope?


Quotes:

4:45 “Relationship-building is so key to our clients who want to feel that they are supported and held.”

9:58 “Our aim is to put our client back as far as possible to the position they were in before the traumatic and life-changing accident occured.”

17:50 “Carers and family members are crucial to rehabilitation outcomes.”

23:20 “Case managers play an absolutely central role for our seriously injured clients.”

Guest: Crystal Eaton, Slater+Gordon Solicitors

Presenter: Dr Shabnam Berry-Khan, Director of PsychWorks Associates

Editor: Emily Crosby Media





Transcripts - with links