AIMS

• To provide a quality service at all times
• To treat all clients with respect
• To practice in an anti-discriminatory manner

We will:

• Talk to you at the outset about how we will work with you and explain the role of the case manager.
• Provide an Initial Case Management Report incorporating a Plan and related costing.
• Designate you a ‘named’ lead case manager and/or assistant case manager whose work will always be supervised by Don Young, Owner of Brain Injury Services.
• Reply to letters promptly and return telephone calls the same day wherever possible.
• Keep you and/or your deputy and significant others informed of the progress of any matter either verbally or in the form of a regular report (bi-monthly or quarterly) as required.
• Abide by the British Association of Brain Injury Case Manager’s Code of Conduct
• Maintain appropriate indemnity insurances.
• Retain professional registration through ongoing professional development.
  

TERMS AND CONDITIONS OF BUSINESS

GENERAL

Our office is open from 9.00 until 5.00 from Monday to Friday. Outside usual office hours there is an answer-phone and calls will be returned as soon as possible. All clients and other involved parties will additionally be provided with a mobile telephone contact number with an answering service. For out of hour’s emergencies there is a 24-hour on call service in operation. In the event of sickness and during annual leave, cover is provided via Brain Injury Services network of Associate Case Managers.

All information relating to clients will be handled in accordance with the requirements of the Data Protection Act. Confidentiality will be strictly maintained.

Brain Injury Services aims to offer all clients a friendly and efficient service. Good relationships are assisted by good communications. In particular please always notify us promptly of any change of address or phone number. Please deal promptly with any request from us for information; this will enable us to provide a better service.

FEES

CASE MANAGEMENT
Visits, Administration, Telephone	£92 per hour
Travel Time	£58 per hour
Mileage	0.55p per mile
Overnight Stays/Subsistence	At Cost
Rail Travel	First Class
Cancellation of Visit Fees
Five or More Days Notice	No Fee
Three or Four Days Notice	25% of Full Day Rate
One or Two Days Notice	50% of Full Day Rate
Cancellation on Day of Visit	Full Day Rate
Late Payments Fee	Base Rate +3%
Case Management Services are not subject to VAT

ASSISTANT CASE MANAGEMENT
Visits, Administration, Telephone	£55 per hour
Travel Time	£38 per hour
Mileage	0.55p per mile
Overnight Stays/Subsistence	At Cost
Rail Travel	Standard Class
Cancellation of Visit Fees
Five or More Days Notice	No Fee
Three or Four Days Notice	25% of Full Day Rate
One or Two Days Notice	50% of Full Day Rate
Cancellation on Day of Visit	Full Day Rate
Late Payments Fee	Base Rate +3%
Case Management Services are not subject to VAT

COURT/CONFERENCE ATTENDANCE
Full Day, Inclusive of Travel Time	£1080
½ day, Inclusive of Travel Time	£540
Mileage	0.87p per mile
Overnight Stays/Subsistence	At Cost
Rail Travel	First Class
Cancellation Fees
Four Weeks or More Notice	No Fee
Two to Four Weeks Notice	25% of Full Day Rate
One to Two Weeks Notice	50% of Full Day Rate
Less Than One Weeks Notice	Full Day Rate
Late Payments Fee	Base Rate +3%
Fees are revised in January of each year.	2010 Fees

COMPLAINTS

If at any time difficulties should arise or you feel that you are not receiving the service you hoped for, please let us know. We will look into the situation and try to put it right. It is our aim to provide a service that all clients are happy with but we recognise that difficulties can arise.

It assists our enquiries if any complaint that cannot be dealt with informally is put in writing explaining what action you want us to take. We will arrange the investigation of the problem by considering the complaint and considering the file. We will aim to provide a response to any complaint within 28 working days.

In the best-run organisation there is always scope for improvement. If you have any comments or suggestions about the service provided we would be pleased to hear from you.

TERMINATION

These Terms of Business may be terminated at any time by either party with one month’s written notice. In circumstances where the client/Receiver terminates with less than one months notice a termination fee equal to the average monthly fee over the preceding 3 months will be charged by Brain Injury Service.

Your continuing instructions will amount to an acceptance of these terms and conditions.