We sat down with Lorna Smith, one of the recent arrivals in our fabulous clinical team. Take it away, Lorna!

How and when did you first join the industry?

I have a social care rather than healthcare background – I got into case management through my social care work because they align so well. There are so many transferable skills between the two sectors.

I’d worked in local authority statutory services for a long time, but felt like I wasn’t doing the job I really wanted to do, while in case management I can do just that. I really feel like I’m helping people in creative ways.

What was it about case management/occupational therapy that drew you in?

I have personal experience in supporting people with disabilities through my family. I initially started working with adults with learning disabilities when I left college. I later returned to education, and after qualifying as a social worker in 2012 I worked for about 7 years as a social worker for disabled children and adults.

What’s the best thing about working here?

It’s a really nice place to work with really nice people in a great atmosphere. Together we have a good approach in how we support people. Everyone is approachable, whatever you need.

What’s your career highlight to date?

It’s really hard to pick one example. When I first started out in case management, I had one client who shortly after we’d completed an initial assessment for and set up their rehabilitation plan, they had a change in circumstances and had to move.

I had to help them move house, find accommodation and set up all the services again. I actually received recognition from their solicitor about how quickly I got everything sorted for them, which was really nice to receive – especially so early in my career.

That’s what I love about case management, helping people and being able to see the difference you can make.

Are there any common myths about case management that you would like to dispel?

There’s certainly a myth that only people with a healthcare background make good case managers. There is so much crossover with social work and those who have worked in social care can make great case managers.

So much of it is about building relationships with people, identifying their goals and putting plans together which help them achieve their outcomes. That’s social work to me.

Having that experience can absolutely help, but I wouldn’t say it’s necessary to be a good case manager for your client.

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This month, we’re shining the spotlight on our resident hummingbird, Zoe Biginton, who specialises in cases surrounding children and young people. Over to you, Zoe!

How and when did you first join the industry?

I qualified as a paediatric nurse at Great Ormond Street Hospital in 2003 and came into case management in 2019. A former colleague saw my potential to be a case manager having made the transition to the profession herself from being a social worker. The rest is history!

I’ve worked in all different settings, children’s hospitals, a district general hospital, a specialist school and a children’s hospice. I bring my diverse professional experience to the case management role.

What has your past experience looked like?

Before I was a nurse I worked as a support worker at a school for children with cerebral palsy. My interest in supporting children with complex health needs and neuro disabilities started in my late teens. I loved my time at the school and have so many great memories of the students and my former colleagues.

I think I have my nanny Dolly to thank for my career in nursing. She worked for Social Services as a “home help” in the 80’s. During the school holidays she would take me on her client visits, and I would sit and talk with them whilst my nanny cleaned their houses. I was only of primary school age, but I recall being mesmerized by the individuality of nanny’s clients. Of course, this situation would never happen today, but it was certainly character building for me!

My nanny is still here today. At the age of 93 she still knows what good care looks like and will advise her care home staff accordingly! I am very proud of her.

I have always enjoyed the company of children and was a willing babysitter for family and friends as soon as I was old enough. There was no question that paediatrics was the right path for my nursing career. Children can be wise and truthful, and I have always found this refreshing.

What’s the best thing about working here?

I love the company culture. I have so many great colleagues, who even when times are tough, encourage and support each other. There is so much experience within the team, there’s always someone you can go to if you have a question or need advice. Ben’s passion for maximalist interior design is also something I appreciate. You will not find a better decorated office than BHL HQ!  We love our bold wallpaper and houseplants!

Let’s pretend I am your client, what approach might I expect from you?

I come to case management with my own expertise, but equally I believe that parents and children and young people can be experts by experience. I like to work in partnership with clients and families and really get to know them.

I learnt about the philosophy of family centred care in my nurse training, and this stays with me today. I not only get to know my client and their parents but their siblings and family pets too! It’s no secret that I am a huge dog lover. I am a proud dog mummy myself to my little Shih Tzu Queenie who I hope will eventually undergo her therapy pet training. I would love her to be my assistant case manager one day!

I like to feel my visits are relaxed and make people feel comfortable. I try to have some fun with my clients and their families along the way. Some of these working relationships will be long term. I am still working with some clients and families who are met on during my first few weeks as a case manager.

What was your dream job growing up?

I always wanted to be a singer growing up. I had a singing tutor, Jean Marshall, who had taught a few 80s pop stars like Nik Kershaw and Nina Cherry. I went off to study performing arts – but quickly realised it wasn’t for me. I’d already worked as a support worker and really missed that contact with people. I came home, started working at a specialist school and went off to commence my nurse training in London.  I still like to sing but it’s mostly in the car on my way to client visits nowadays.

In your work &/or personal life, tell me about your role model?

My nanny is a huge role model, in my personal and professional life without question.

I would also say Sheila and Heather, the two nurses at the specialist school where I was a support worker. They really taught a lot about good clinical standards, and resilience. It was because of them that I decided to go to Great Ormond Street Hospital and do my nurse training.

What is your spirit animal?

I’m going to say the hummingbird. They are a symbol of tenacity endurance and healing – which is perfect for me, as once a client has a goal in mind, I am tenacious about making sure they reach it. The sky is the limit for my brilliant clients!

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We’ll be telling their stories, delving deep into their journeys and approach to case management – and in true BHL fashion, having a laugh or two on the way!

Kicking things off, we spoke to Dinuli Senaratne from our Clinical Team, or as you may soon come to know her… the butterfly of Brunel!

How and when did you first join the industry?

I started my career as an HR adviser, but had always wanted to make a more direct impact on people’s lives – so I retrained as an Occupational Therapist (OT). I completed my MSc at Brunel University right in the middle of the pandemic – a challenging start, but one that taught me resilience, adaptability and creative problem-solving.

I’m also a qualified Massage Therapist, which gave me a deeper appreciation for holistic wellness. I still draw on those experiences in my practice today, too.

What was it about case management/occupational therapy that drew you in?

I’ve always been passionate about helping people achieve independence and do what matters most to them. OT gave me the skills to support recovery in a holistic way, while case management allows me to go further – it gives me the resources to maximise people’s lives after an injury, impairment or disability.

It also gives me a bird’s-eye perspective – almost a helicopter view – to project manage individuals’ rehabilitation, making sure all the moving parts come together smoothly so clients not only recover but truly thrive.

What has your past experience looked like?

I’ve worked all over! That includes within the NHS, in the community, for charities and private practice.

My experience spans neuro-rehabilitation, housing adaptations and complex discharge planning. Each role has reinforced my holistic and client-focused approach, helping people re-engage in their meaningful activities of daily living.

Why Ben Holden Ltd?

Where do you start!? We have such a vibrant, welcoming team and amazing values – plus the nature around the office is beautiful. Everyone feels valued and innovation and diversity are embraced. We all have the chance to flourish.

We’re also so much more than just a case management firm – we offer so much more and ensure our clients a seamless recovery journey.

How does it compare to other companies you’ve worked with?

What makes us unique is the flexibility and informality of our company culture. We celebrate diversity, embrace individuality and ensure no one ever feels like a cog in a machine.

I love how we’re encouraged to bring our whole selves and ideas into the workplace. A great example is when I was asked to lead a Dance Movement Therapy icebreaker at a team training day. It encourages people to try something new and spark conversation around different therapies.

We’re such a fun, personable and highly experienced bunch. It creates a genuinely positive and supportive atmosphere.

What’s the best thing about working here?

Feeling like I can be my authentic self at work – and seeing clients achieve milestones, whether it’s returning home after a hospital stay or regaining the ability to enjoy their favourite activities. Those moments are so rewarding.

What’s your career highlight to date?

One of my proudest moments was recently supporting my supervisor on a complex case where timing was critical for the client’s safe discharge.

I coordinated the arrangements to make sure everything was in place and the process went smoothly.

Afterwards, my supervisor sent a company-wide recognition email, praising my professionalism and the way I responded proactively and efficiently.

That recognition meant a lot – not just because the client benefitted, but because it showed the trust placed in me at an early stage of my career. Having that trust and being able to deliver, was hugely rewarding.

If I were your client, what approach might I expect from you?

You would find me approachable, collaborative and thorough. I take the time to actively listen, set meaningful goals and ensure clients feel in control of their rehabilitation journey.

If you could change one thing about the case management sector, what would it be?

Greater integration of services. Seamless communication between healthcare providers, insurers and support networks would make life easier for clients and improve outcomes.

Are there any myths about case management you’d like to dispel?

That it’s just admin and paperwork. In reality, case managers are advocates and problem-solvers – often the link that holds the rehabilitation process together.

What was your dream job growing up?

I always wanted to be an actress. Looking back, I think that came from enjoying creativity, expression and connecting with people.

In a way, case management isn’t so different – it requires empathy, communication and stepping into different roles depending on what the client needs. Whether it’s problem-solving, advocating or coordinating, I adapt to the “part” to help people achieve the best outcomes.

Who is your role model?

My biggest role model is my mum. She is humble, inspiring, compassionate, wise, service-focused, incredibly loving and caring. She has shown me what it means to treat others with kindness and resilience and that has shaped the way I work with clients and colleagues.

I value people who balance compassion with determination – leaders who lift others up and remain grounded. In healthcare, I admire colleagues who always see the people behind the diagnoses, injuries, disabilities and/or impairments, which is very much in line with the values my mum instilled in me.

What do you get up to on weekends?

I love being active – hiking, swimming, netball, badminton, dancing and squash. I also enjoy meditation, cooking and spending time with friends. Nature and movement are my reset buttons.

What is your spirit animal?

A butterfly – I’m a social butterfly, but also at a stage of spreading my wings in my case management career. I embrace change, and as the organisation’s Artificial Intelligence Champion, I’m excited about the opportunities technology will bring to healthcare.

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