Case Study: When Rehabilitation and Care Work Hand in Hand
At Bush & Co Care Solutions, our care managers are able to work collaboratively with case managers to provide care support for them and their clients. We do so internally with both employed and associate Bush & Co case managers as well as externally with independent case managers.
This case study highlights how a collaborative approach between case management and care management can transform outcomes for clients with complex needs. By working in close partnership, maintaining clear communication, and building trust with the family, Care Manager, Rebecca Hancock (Bex) and Case Manager, Debbie Edler have been able to deliver a coordinated and effective package of care that supports the client’s rehabilitation journey.
Client Background
The client contracted meningitis at birth, resulting in cerebral Palsy with profound physical and learning disabilities. He is non-verbal, has a visual impairment, epilepsy, and requires a PEG for nutrition. He is also a wheelchair user and relies on full-time support for all aspects of daily living.
Initial Involvement and Key Challenges
Bex first joined this case as a care manager in spring 2025 after being appointed by the deputy. At that time, the deputy and client’s family had faced considerable challenges in coordinating the client’s care due to a high turnover in support workers provided by the care agency at the time. Due to his complex needs, the client requires two carers at all times with consistent support and familiarity to his needs. With agency staff often calling in unwell at the last minute, this resulted in family members who were also employed by the client as support workers, continuously carrying out additional shifts with no respite. With this fragmented approach to care, where many people were involved in different areas of the client’s care, the care delivery became inconsistent and confusing, understandably resulting in frustration and a lack of trust.
The deputy expressed a clear preference for a more streamlined approach, with one provider who could oversee both case management and care delivery. This marked the beginning of Bush & Co’s involvement in the case.
The immediate challenges included:
- rebuilding trust with the family, who are also employed as support workers for the client; and
- bringing consistency and structure to care delivery.
“When I first became involved in this case, the biggest challenge the client and his family were facing was a lack of stability within the care team and care continuity. I knew that stabilising the client’s care would also aid his rehabilitation so I was grateful to be working collaboratively with Bex and Bush & Co Care Solutions who were able to create a bespoke package of care tailored to the client.” – Debbie Edler | Case Manager
Establishing a Collaborative Approach
From the outset, both the case manager and care manager prioritised open, consistent communication, not only with each other but also with the family. Regular updates, shared decision-making and visible alignment helped reassure the family that everyone was working toward the same goals.
A strong emphasis was placed on presence. Bex spent significant time meeting each member of the care team, visiting the client at home, and attending key appointments. This hands-on approach helped establish credibility and trust early on.
Building and Supporting the Care Team
A key priority was developing a stable and competent care team. Fortunately, several support workers already involved via the agency chose to transition into direct employment with the client. This provided continuity while allowing for improved oversight and minimising the level of change for the client.
The focus then shifted to:
- educating staff and family members on regulated care standards;
- embedding consistent processes and best practices; and
- providing ongoing support, supervision, and regular check-ins.
By investing in the team’s development and ensuring they felt supported, Bex created a strong foundation for delivering high-quality care from the outset of the new care package. Support workers understood what was expected of them and the frameworks in place to help them too.
Aligning Rehabilitation and Daily Care
Close collaboration between the case manager and care manager ensured that rehabilitation goals were not isolated from daily care routines but embedded within them.
“ The client has been receiving monthly physiotherapy sessions since he was an infant. Through speaking to his existing therapists and working closely with the client and his family I was able to establish meaningful rehabilitation goals. These were focussed on maintaining flexibility and current quality of life.” – Debbie Edler | Case Manager
This was achieved through:
- frequent communication and shared updates on progress;
- joint involvement in assessments and reviews (e.g. funding, social care, and legal processes);
- transparent information sharing, including copying each other into key communications; and
- translating clinical recommendations into practical care plans and risk assessments
This alignment meant that even small improvements or changes were recognised and built upon consistently.
“Each month I get sent the physiotherapy report and the therapist has commented they are pleased that the client’s flexibility is being maintained so well. The carers are clearly doing a great job, working collaboratively with Bex and the team has really helped to work towards the client’s rehabilitation goals and for us to continue to advocate for him.” – Debbie Edler | Case Manager
Making a Measurable Difference
The impact of this joined-up approach has been significant.
For the client:
- Increased access to services and opportunities that had previously been unavailable.
- Improved quality of care and overall quality of life.
- Greater community engagement, including regular outings and even planning for a cruise.
“We are currently organising a cruise for the client and his family to attend a family wedding. Due to the client’s complex needs this requires a lot of forward planning such as duplicating equipment, organising cabin space for carers and equipment and care rotas including night shifts. Bex and I were able to meet up and create a list of action plans required so that the client and his family can enjoy some quality time together making memories. Bex has already managed to source required equipment including hoists and shower equipment, through the cruise company, which has been very helpful.” – Debbie Edler | Case Manager
For the family:
- Renewed trust in professionals supporting them.
- Reduced stress and a stronger sense of support.
- Confidence that their concerns are heard and acted upon.
One of the most meaningful indicators of success was a noticeable shift in the family’s interactions, particularly a reduction in stress and an increased openness in communication, reflecting the trust that had been built over time.
Why Collaboration Matters
This case demonstrates that effective care is not just about expertise, but about how that expertise is delivered. When case management and care management operate in silos, opportunities can be missed. When they work together, sharing information, aligning goals, and supporting one another, the results are stronger for the client and those involved in the care package.
A coordinated approach:
- Creates consistency for the client and family.
- Ensures clinical recommendations are implemented effectively.
- Builds trust and reduces uncertainty.
- Supports better long-term outcomes.
Combining care needs, alongside a rehabilitation pathway through hands-on care management and collaborative case management, the home can become a stable and supportive environment where client needs are met. It becomes about a true shared goal achieved through communication and relationships.
When professionals work together with clarity, use their knowledge and expertise to make a difference and focus on what is truly needed, better outcomes are reached quicker.
If you are a deputy and have a client that would benefit from a collaborative, person-centred approach to both care and case management, please reach out to care.enquiries@bushco.co.uk to learn more about the service that we are able to provide.
Additionally, if you are an independent case manager and wanting to outsource your client’s care to a dedicated, CQC registered care team offering a range of tailored support solutions to assist you in overseeing cost-effective, well-led and safe packages of care, then please contact us at care.enquiries@bushco.co.uk to arrange a chat.