Frequently Asked Questions

A: Dependent on who has referred you, this is generally an external funder such as an insurer. HCML does not fund treatment or hold a lump sum of money to pay for your rehabilitation programme.

All equipment, therapists and activities are paid for by the external funder and must be requested and approved by them in advance. 

If you need something to be paid for as part of your rehabilitation programme, always ask your case manager in the first instance before purchasing.

A: We will do all we can to ensure you get the right treatment at the right time, but we can’t always guarantee the funder will approve spend for all the therapies, services and items we recommend. 

A: Typically funding approval is provided within a matter of days or a few weeks however, whilst your case manager will do all they can to progress your case, funders may sometimes take longer than thisto approve funding requests. We monitor this closely and will contact you and/or your family when the funder responds. 

A: No – all items and services must be approved by the funder. You won’t be reimbursed for any purchases you make, so please make sure you request purchases through your case manager who will liaise with the funder. 

A: No – each service is individually assessed by your case manager and the funder, so any other service will need its own assessment to be considered by the funder.

For example, if funding has been agreed for a taxi account, but is not used, it can’t then be reallocated to pay for a gym membership. If your case manager feels the alternative spend is important to your recovery, they will make a recommendation to the funder. 

A: Your case manager will assess and make recommendations for your rehabilitation programme. They are required to explain the clinical benefits for all therapy and equipment to the funder, who will make a decision on whether or not they will fund these services. 

A: This is completely dependent on the circumstances of your particular case including rehabilitation needs and funding. It may be that case management will end before the legal case is settled. 

You have a responsibility to fully participate in any therapy or medical intervention that is recommended in your rehabilitation programme. If you’re unable to do so, HCML may no longer be able to provide you with case management and rehabilitation. 

A: HCML will inform the funder and all other stakeholders (such any legal representative you have) of your progress. HCML is required to provide regular progress reports to the stakeholders which means we need certain information from you about your progress and anything that affects your recovery. Your Rehabilitation Case Manager will ask you for this information and if we don’t receive this from you, it could impact the funding for your rehabilitation. 

A: HCML do not get involved in the litigation process or with compensation or interim payments. We focus solely on your rehabilitation and health. 

A: Rehabilitation Case Managers work standard office hours from Monday to Friday, between 09:00 and 17:30. We always aim to respond to you as soon as possible, but please don’t expect a reply in the evenings or at weekends. 

A: We’ll keep in touch via phone calls, emails, text messages and face to face appointments. It is important you remain in contact with your Rehabilitation Case Manager throughout your recovery, keeping them informed of your progress and any change in circumstance so they can continue to effectively manage your rehabilitation plan. If you don’t keep in touch this will not only impact your recovery but may result in HCML services being withdrawn. 

You Rehabilitation Case Manager will schedule regular check-ins with you, and you can choose how often these take place i.e. weekly, fortnightly or three-weekly. 

As you go through your rehabilitation programme, you’ll find that some weeks you have a lot of communication with your Rehabilitation Case Manager, but other weeks this will be less frequent. If you feel you want to reach out to your Rehabilitation Case Manager to check in, please contact them during standard office hours. 

A: Attending your specific therapy sessions is vital to your recovery. As is completing the exercises or following the advice you are provided with outside of these sessions. If you aren’t consistently attending sessions or engaging with therapy, this will impact your recovery and may result in HCML services being withdrawn.

A: In the case of serious and complex injuries, it may not be possible to return to pre-injury life due to the severity of injuries. In these cases, therapy and rehabilitation will focus on regaining as much pre-injury function as possible and/or putting in place adaptations to help you do the things you used to do. 

Rehabilitation is always focused on activities you were able to carry out pre-injury – it doesn’t include learning brand new activities such as learning to play an instrument never played before. 

A: This varies from case to case and is completely dependent on rehabilitation needs and funding. Quite often therapy will come to an end before the case has been legally settled. 

A: You don’t need to pay for therapy. Your Rehabilitation Case Manager will liaise with the funder to pay any invoices for therapy.

You are responsible for keeping a note of the services provider names and numbers should you need to rearrange appointments.  If you need to cancel an appointment with a private therapist or Doctor, you need to give them 24 to 48 hours’ notice (depending on their individual cancellation policies). If not enough notice is given, the session will be charged at full rate and will count as one of your allocated therapy sessions. 

If at any point you are unable to locate the details of the service provider or therapist your appointment is with, you can request these from your Rehabilitation Case Manager. 

A: Your Rehabilitation Case Manager will help you find a suitable therapist, but you are responsible for arranging your appointments. You will need to manage  appointment dates, times and locations, and ensure you attend appointments on time. 

A: If you feel you don’t get on with a particular therapist or the session timings or location aren’t suitable, you can request a change of therapist or clinic through your Rehabilitation Case Manager.  

A: This would depend on the specific adjustments or treatments recommended as well as services offered by your employer. Your HCML Clinician will develop a tailored plan detailing the adjustments required to support your recovery. For example, if your employer provides an Employee Assistance Programme (EAP), this can provide relevant tools, resources and interventions linked to your clinician’s recommendations.

In some cases, we will organise and coordinate all of the recommendations on behalf of your employer, adapting your plan as required.

A: Depending on the severity and impact of your condition on your ability to carry out your role, we may recommend:

• Physiotherapy
• Psychological therapy including Cognitive Behavioural Therapy (CBT) or counselling
• Workplace adjustments
• Self-help and wellbeing materials or guidance

Whatever the outcome, we’re here to support you back to health and work.

A: You’ll have a follow up session with your HCML clinical expert within 4 weeks of your initial assessment. In some instances, we may agree with your employer to provide you with further support as necessary.

A: Subject to your consent, this tends to be the person who has originally made the referral on your behalf, so it could be your HR department, or it might be your line manager.
We’ll work with them to understand what support the business can provide and to make sure your needs are considered and accounted for.

Yes, your HCML Clinician will compile a bespoke report for you and your employer. The report will include recommendations and outline the steps you and your employer should take to support your recovery whilst working or facilitate a return to work. This action plan may include advice such as tailored exercises, wellbeing materials or points to raise with other medical professionals.

The plan will also advise your employer on possible reasonable adjustments to your role, working arrangements and other areas which support your recovery and wellbeing at work.

A: We can carry out the assessment over the phone, via video call or face-to-face, dependent on your needs.

Your case manager can visit your workplace or other appropriate location to assess your needs. We may need to factor in a suitable location to observe your day-to-day work activities.

A: The assessment will be carried out by an HCML qualified clinical professional. Their clinical expertise will be matched to your specific needs, so they may be a physiotherapist, occupational therapist, nurse, psychologist, or other appropriate clinician.

A: It depends on the reason for your referral. But generally, we’ll ask about the nature of your symptoms, how they affect your everyday life in and out of work, and any treatment you’ve already received. We’ll also ask about your current role and the specific duties and responsibilities that are required of you.

A full physical examination won’t be required, but we may need to observe your role in action. If your current condition prevents this, we may ask that someone else demonstrates the day-today tasks and activities you would normally undertake in this role.

A: We’re an independent provider with the clinical expertise to assess, recommend and provide treatment or workplace adjustments for employees who have been absent or whose ability to work has been impacted through injury or by a health condition.

We provide recommendations to make sure you are supported in your role or your return to work.