Among the hard and emotional takeaways was a flyer handed to me by an attendee. It called for a national inquiry into a former piece of legislation called Section 28.

Now, as someone who grew up in Australia, I can’t say it’s something I was aware of or had ever affected me – but after speaking with loved ones who lived through it and researching the topic online, I knew this was a movement we had to support.

It will come as no surprise to many that I am a gay man (shock!) – but that’s not the only reason why I’m so supportive of calls for an inquiry. At Ben Holden Ltd we’ve worked hard to create an environment that’s diverse and inclusive, not only for the benefit of our staff, but of our clients.

So what is Section 28?

Section 28 formed part of the Local Government Act 1988 and stated that local authorities in England, Scotland and Wales “shall not intentionally promote homosexuality or publish material with the intention of promoting homosexuality” or “promote the teaching in any maintained school of the acceptability of homosexuality as a pretended family relationship”.

Effectively that meant schools and other council-run services felt unable to talk about anything to do with same-sex relationships – including the kinds of government-run support services we might direct our clients to today.

The legislation remained in law until 2000 in Scotland, but it took another three years before being confined to the darkest depths of modern history here in England and Wales.

Why it’s so important

I know how hard it can be to be questioning yourself and your sexuality. Growing up in Adelaide, I didn’t feel like I could be openly gay during my formative years without fear of verbal or even physical abuse – and that was in a country that didn’t have legislation like Section 28.

And I know that’s the same for some of my colleagues here, too. None more so than my husband Callum, who works in our accounts team. Not only has he received abuse from the public, but also by the authorities on several occasions well into his adult life. 

Just how much of that abuse could have been avoided if Section 28 didn’t exist? 

I think it’s important for all of us in society to take time to reflect and learn lessons from the past. In this case, it’s about understanding the horrific consequences this disgusting legislation caused and why it should never rear its ugly head again.

But how does Section 28 relate to case management?

The role of a case manager is extremely broad – and our role is all about identifying and resolving the problems that our clients face. In a lot of cases, that can include questions around identity and personal relationships. It can even include supporting people to have physical and intimate relationships, whether that’s for the first time or after a traumatic brain injury.

And as mentioned, sometimes that involves working in partnership with local authorities and government-run services like the NHS. To think that our work in supporting a client to be comfortable in their own skin could be scuppered by state-funded services is absolutely appalling.

That’s especially true today as the world looks to become more supportive of transgender people, despite a Supreme Court ruling last year that will have been nothing less than soul-destroying for so many people, some of our clients included.

Why inclusivity is at the heart of life at Ben Holden Ltd

At Ben Holden Ltd we have a working environment which celebrates diversity, inclusivity and all the wonderful things they bring. They are hugely important to us and the way we operate.

It’s great seeing businesses fly the flag every year for Pride, but we want to go so much further than that. Not just for gay rights, but for fair and equal rights for everyone.

Together diversity and inclusivity don’t just make us better case managers, they make us better human beings. They introduce us to new perspectives, new techniques and new approaches to support our clients and achieve their goals.

In turn, they help our clients too. By creating such an open and supportive environment, we help our clients feel comfortable being themselves – and show them they can come to us for support on anything. We are here to help, no matter someone’s circumstances.

So, that’s why the flyer handed to me that day struck such a chord – and why we’re backing their call for an inquiry.

You can find out more about the Section 28 Justice Coalition and sign their petition here.

With your support, we can ensure lessons are genuinely learned and the horrors of LGBTQ+ censorship are never felt again.

The post Why we’re backing calls for a national inquiry into Section 28 appeared first on Ben Holden.

Talking points covered all areas of the industry and the new trends and challenges it faces, but one key topic was how AI could assist – or hamper – the way case managers work.

Here, Ben Holden, founder of Ben Holden Ltd discusses his takeaways from the conference and why he thinks new technologies could be a force for good in the industry.

What’s that coming over the hill?

First and foremost – what a brilliant event this year’s BABICM was. 

It was great to connect with so many colleagues from across the industry and it fills me with great optimism for the future to see how committed my fellow professionals are to advancing our sector for the benefit of our clients… And judging by the disco afterwards, many might have futures in dance should they ever fancy a change in career. 

This year marked its 30th anniversary – I’m old enough to remember the first conference, but we’ll gloss over that. The theme for this year was “What’s That Coming Over the Hill?” – and if it wasn’t a monster or the looming realities of aging they were referring to, then I’d say AI definitely fit the bill. 

I was honoured to have been asked to deliver a presentation on the benefits of the new technology at this year’s event, exploring the ways it can help us and the way we support our clients.

What I wanted to do was make AI more accessible, showing off the different applications available and the things lots of case managers like myself are using them for.

I’ll hold my hands up as someone who embraces AI. But I know, understandably, it isn’t for everyone – and there are rightly serious questions raised over the threat it may pose to jobs and both our intuition and expertise as case managers. It can also raise serious concerns over client confidentiality, data protection and GDPR.

That’s why it comes as no surprise there were also speakers at the event who spoke about the dangers of these rapidly-developing new technologies. 

But if you ask me, there’s a middle ground. A way we can use AI to support our day-to-day role without impacting our critical thinking, making us lose sight of our skills or compromising sensitive client information.

How AI can support case managers

We all know how busy life is as case managers – it can often be difficult to find the time to manage ourselves and do admin tasks, and we often rely heavily on support behind the scenes to keep everything running smoothly.

Having the ability to turn to technology to quickly process smaller, bitty tasks can really add up when it comes to freeing up time which can be better spent supporting your clients.

Here’s just some of the ways I’ve implemented AI into my daily life.

• Note taking

We all know how long it can take to type up our notes after a client visit or an important meeting. Often, processing a meeting can take longer than the visit itself.

That’s why I like to open up an AI tool when I get home so I can speak aloud while making a pot of my favourite genmaicha tea, setting up my laptop or running errands which would otherwise have got in the way.

Not only will these tools decipher your notes, they’ll also help navigate next steps or create a plan complete with all necessary actions.

Five minutes of dictation could save you 45-minutes of note taking and planning. 

• Emails

This is another part of the role that takes me a lot of time – and I’ll hold my hands up as being not the fastest typer in the world.

Just like with taking notes, I utilise a built-in voice note function in my emails so I can speak aloud and save time.

You could also use AI to make your messages more formal or concise. This can be quite handy for me especially as an Aussie, when people might not necessarily understand my quips and turns of phrase! 

• Summarising vast amounts of information

As case managers, we are often faced with ream upon ream of important reports about our client. These are massively important for us to read and understand – but AI can help in this field too.

While it’s still vital for us to read things ourselves, turning to AI to quickly read over notes to spot if there’s anything you may have missed can make it an incredibly useful tool.

This is one of the areas where it is absolutely essential to use AI tools with enterprise-level data protection. No client information should ever be submitted to any tool which doesn’t clearly state this.

• Research

I often find myself needing to do extensive research on solutions for our clients’ unique needs. These can often be layers of complex conditions combining such as amputations and brain injuries.

If I had a client with bilateral knee amputations and a right total brachial plexus injury, for example, who had a bespoke wheelchair built for him and his 2009 Chrysler Voyager car which was in need of a special part to repair it… That’s a lot to Google.

Relaying that information into a tool like ChatGPT 5 makes for a much easier way for me to do my research. Not only will it better identify the part required, but can provide me with a list of the nearest manufacturer or specialist for the task at hand.

Finding those solutions quickly doesn’t just save me time as a case manager, it means my client can access what they need faster and minimise any inconvenience. 

• For video calls

Now, this is similar to my first point but is still slightly different.

We all know how much of a difference video call software like Teams and Zoom made to life during the pandemic. And while we continue to enjoy the benefits of hybrid working, sometimes having team meetings in person was simply the best option.

The issue we then found was that having one piece of recording software in a room full of people made it impossible for the technology to identify different speakers and what was relevant to the task at hand. 

What I love now with AI tools built into these bits of software is how they can take notes, generate plans and assign tasks to attendees. That means we can now attend meetings from wherever we are, whether that’s out on the road or when working from home. 

Addressing the elephant in the room

AI is developing at a rapid rate. Even for early adopters like me, it can be difficult to keep up with all the advancements and new capabilities it offers. 

But what I want to show is that we don’t have to look at it through the lens of it being a danger to our livelihoods as case managers. Nothing can match the education, lived experiences and honed skillsets we bring to the table.

What we can do instead is use it as a tool to aid our daily lives and make them just that little bit easier. Because at the end of the day, the more time we can save on things behind the scenes, the more time we can dedicate to the most important thing – our clients.

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Individuals living in a vegetative or minimally conscious state require highly coordinated medical, therapeutic and social care input, often over many years. Families face enormous uncertainty, while care often involves hospital teams, community services and private rehabilitation.

Within this complex landscape, specialist case management plays a crucial role. At Ben Holden Ltd, case managers act as the central coordinating professionals who bring together clinical expertise, community resources and structured care teams to ensure that individuals with catastrophic brain injuries receive safe, consistent and person-centred support.

What is a Persistent Disorder of Consciousness?

A Persistent Disorder of Consciousness (also known as a PDOC) typically arises following severe acquired brain injury such as traumatic brain injury, hypoxic brain injury or stroke.

Individuals may demonstrate minimal or inconsistent awareness and often require complex care packages including 24-hour support, specialist equipment and ongoing neurological monitoring.

Case managers, such as those employed by Ben Holden Ltd, ensure those living with PDOC receive the correct care that is tailored to their individual needs.

Here, we take a look at the areas a case manager can support with – and how they can create a collaborative and supportive unit of professionals focused on each client.

1. Transitioning to community care

Although many patients receive treatment and long-term care within specialist hospital settings, long-term care can be successfully provided in the community if it is assessed to be viable, well thought through and closely managed. Individuals can then be discharged to adapted homes where ongoing care and therapy can be delivered in a more familiar environment.

Transitioning from hospital to community care brings practical and clinical challenges. Case managers must coordinate multidisciplinary input, recruit and manage support workers, ensure the home is safe and accessible and maintain therapy despite the individual’s severe neurological impairment.

Case management provides the structure that allows these systems to function effectively.

2. Case managers as clinical coordinators

At Ben Holden Ltd, case managers are experienced clinicians, often from backgrounds in occupational therapy, physiotherapy, nursing, speech and language therapy or social work, with extensive expertise in neurological rehabilitation.

Their involvement typically begins with a comprehensive assessment of need. This assessment examines medical stability, neurological status, physical health risks, environmental factors, family support structures and the funding framework surrounding the individual’s care.

The resulting rehabilitation and care plan is designed to ensure that all aspects of the individual’s needs are addressed in a coordinated and clinically appropriate way.

Although individuals with PDOC have profound impairments, rehabilitation remains relevant. Goals may include maintaining physical health, preventing complications such as contractures and pressure injuries, supporting appropriate positioning, monitoring for signs of emerging awareness and maximising comfort and quality of life.

The case manager coordinates the clinical team to ensure that these interventions are delivered consistently and reviewed regularly.

3. Leading the multidisciplinary team

Effective management of a multidisciplinary team is a key component of PDOC case management.

Depending on the individual’s needs, the team may include neurologists, rehabilitation physicians, physiotherapists, speech and language therapists, occupational therapists, psychologists, specialist nurses, support workers and personal assistants. Each professional contributes expertise to specific aspects of care and rehabilitation.

The case manager acts as the operational hub for this team. They organise multidisciplinary meetings, coordinate clinical reviews and ensure that treatment approaches remain aligned.

Regular communication between professionals is particularly important in PDOC cases, where subtle clinical changes can influence therapeutic strategies – this also applies to care documentation, with risk assessments requiring regular review.

For example, emerging responses to sensory stimulation or improvements in motor activity may prompt further specialist assessment or adjustments to therapy programmes.

In terms of care teams, case managers often recruit carers and coordinate training to ensure all staff understand the complex needs of the individuals they support. This could include PEG feeding, safe moving and handling techniques, airway management, seizure protocols and sensory stimulation programmes.

By maintaining clear communication across disciplines, case managers ensure that care remains safe, consistent, coordinated and responsive to change.

4. Supporting families

Families play a central role in the lives of individuals with PDOC, yet the emotional impact of catastrophic brain injury on them can be profound. Relatives often face uncertainty about prognosis while simultaneously navigating complex care systems.

Case managers frequently provide a vital source of support during this process. They offer clear communication about clinical progress, facilitate family involvement in decision-making and help relatives understand the evolving rehabilitation journey.

Importantly, the case manager also protects families from becoming overwhelmed by the practical demands of coordinating care. By managing communication with professionals, arranging services and overseeing care teams, the case manager allows families to focus on their relationship with their loved one rather than administrative responsibilities.

5. Integrating community and statutory services

PDOC cases often involve multiple systems of care operating simultaneously. These may include NHS services, local authority support, continuing healthcare funding and privately- funded rehabilitation programmes.

Navigating these systems can be challenging for families and professionals alike. Case managers play a key role in coordinating communication between services, ensuring that clinical recommendations translate into practical support such as therapy provision, specialist equipment, environmental adaptations and accessible housing.

They also advocate for the individual’s needs, ensuring that appropriate resources are secured and maintained over time.

6. Maintaining a person-centred approach

Even where levels of consciousness are minimal, maintaining a person-centred approach remains fundamental.

Case managers work closely with families to understand the individual’s personality, interests and lifestyle prior to injury. This knowledge can inform personalised care approaches, including tailored sensory stimulation programmes, familiar music or environmental cues and family involvement in daily routines.

Such strategies help ensure that care remains focused on the individual as a person, rather than solely on their medical condition.

7. A central role in complex rehabilitation

As survival rates following catastrophic brain injury continue to improve, increasing numbers of individuals with PDOC are living in community settings. This trend highlights the importance of coordinated rehabilitation and long-term care planning.

Within this context, the role of case management is indispensable. At Ben Holden Ltd, case managers bring together clinicians, carers, services and families to create structured systems of support that prioritise safety, dignity and quality of life.

In some of the most complex and challenging cases in neurological rehabilitation, effective case management ensures that care remains collaborative, responsive and centred on the individual at the heart of the journey and it can be a highly rewarding area of work.

Case management in action: Our support for Mr P

Mr P is a 53-year-old male who sustained a severe traumatic brain injury (TBI) after being knocked from his bicycle by a lorry. He suffered multiple injuries, with the primary concern being a severe brain injury resulting in a prolonged disorder of consciousness.

Following acute neurosurgical, critical care intervention and inpatient neuro-rehabilitation, Mr P is now emerging and has been assessed by SMART assessment to be Minimally Conscious State Plus (MCS+), demonstrating intermittent but reproducible signs of awareness, including visual tracking, inconsistent command-following and purposeful movement.

How we helped

Case management was initiated at the point Mr P became medically stable to coordinate his complex rehabilitation pathway and support his family through decision-making.

A specialist brain injury case manager completed a holistic immediate needs assessment, identifying priorities across medical, rehabilitation, psychosocial and environmental domains.

These steps included:

1. Multidisciplinary coordination: Liaison with neuro-rehabilitation clinicians, to include consultants, therapists and nursing teams to facilitate timely transfer to a specialist private neurorehabilitation unit.

2. Rehabilitation planning: Working as part of inpatient neuro-rehabilitation team to develop a structured rehabilitation plan focusing on optimising arousal, postural management, communication assessment and early cognitive rehabilitation.

3. Family support and advocacy: Providing education to Mr P’s family regarding disorders of consciousness, expected recovery trajectories and involving them in goal setting and care planning.

4. Funding and resource management: Coordinating statutory and private rehabilitation funding, commissioning specialist assessments such as SMART and ensuring access to appropriate therapeutic and complementary interventions.

5. Future discharge planning: Early assessment of likely long-term needs, including home adaptations, care support requirements, capacity considerations and community reintegration planning.

The outcome

Mr P’s presentation demonstrates fluctuating responsiveness and significant physical dependency. Managing uncertainty around prognosis, maintaining family expectations, finding suitable accommodation and ensuring continuity and consistency across services are central case management challenges.

The case manager’s role is to maximise Mr P’s recovery potential, ensure coordinated delivery of specialist rehabilitation and support his transition toward the least restrictive and most appropriate long-term living arrangement in the community – facilitating the co-ordination of a 24/7 care package, while advocating for his evolving needs.

If you are interested in referring to Ben Holden Ltd, please get in touch.

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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!

The post Zoe Biginton: Brains, Banter & Brilliance appeared first on Ben Holden.

Mia, who has cerebral palsy, moved into the property in March, after her Case Manager, Jo Forrest, and her occupational therapist supported her in finding the perfect home for her needs.

The chalet bungalow in west Suffolk had already been purpose-built with disability needs in mind for its former tenant, meaning there were very few modifications needed to get the property ready for Mia’s move-in.

Works completed were mostly external, including fitting a new decking area and ramp in the back garden.

Mia said both she and her beloved cavapoo, Daisy, feel right at home.

She said: “I love it. I really like having the independence.

“I’ve had lots of support from Jo, my occupational therapist and my carers. I had a six-week trial run at a house in Clacton to make sure I was ready to live on my own.

“It took around six weeks to settle in but now I really feel at home.

“My dog Daisy loves it here as well.”

Mia has received support from Jo and the team at Ben Holden Ltd since 2022, alongside her team of 10 support workers who provide a package of 24-hour care and support.

As part of the move, Mia had the opportunity to show off her interior design flair – choosing her own furniture, blinds, curtains and fittings to explore and showcase her personality in her own space.

Jo said it has been “amazing” seeing Mia flourish in her new home.

She added: “It is a really positive step forward for Mia and a good opportunity for her to develop more independent skills and adult experience.

“She’s really starting to come out of her shell now, too. Her story is a great example of the benefits of collaboration between different professionals and it has been a real team effort (with psychology and OT input) to support Mia’s decision making around where she wants to live.

“Stories like Mia’s are exactly what you want to see from your clients. It’s amazing to see her develop.

“I look forward to working with her going forward as she decides what she wants to do for the longer term in terms of where she lives and what she wants property wise.  

“Exciting times ahead!”

To learn more about our Case Management services, click here.

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The six-module course is designed to equip new staff with all the tools they need to become expert case managers, ensuring the BHL team is among the most well-versed in the industry.

It will also act as a foundation for a successful BABICM Advanced Practitioner status application, once staff have completed their 3,500 hours requirement.

The modules cover the full-range of fundamentals every successful case manager can experience on a daily basis, from outlining and measuring goals and outcomes to identifying the right accommodation and support workers for each client. 

Other areas covered include management and leadership and the best ways to engage with external services.

Ben Holden said: “Training is something incredibly important to us at Ben Holden Ltd. We’re different from our competitors in that we don’t just focus on developing senior staff, we want our entire team to be the best at what we do, based on the highest standards of scientific advancements in case management. 

“We’ve taken a look both at ourselves and what other companies do and have identified the things we know we can do better. From there, we’ve worked with senior staff to create a course which stands us out from the crowd. 

“These modules won’t just be made available to case managers, but our admin staff too. We think it’s really important for them to have that deeper understanding to help them when communicating with external parties.

“Ultimately these are about giving our staff the foundations to grow on and build the platform to develop themselves as case managers.” 

Training will be delivered by at least two members of senior BHL staff, with some modules also including input from trusted external partners.

One module will be delivered every two months, taking place over one day and consisting of lectures, workshops, group exercises and interactive discussions at our base in Wherstead.

Staff will receive a certificate for each module completed before being automatically enrolled onto the next session.

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