This month we caught up for a chat with Lizzie Potter about why she’d like to see more social workers join our industry – and why she’s jealous of her cockapoo Sidney. Take it away, Lizzie!

How and when did you first join the industry?

I’m a social worker by trade and used to work for a local council in the learning and physical disabilities team. I had a couple of clients back then who had their own case managers and I’d work alongside them, which opened my eyes to this side of things.

One of those people is actually one of my case management clients today, and I was a case manager for the other person too in a previous company!

What was it about case management that drew you in?

The thing that drew me into social care was the way you could build relationships with people and feel like you were really making a difference to their lives – but as the years went on, the work I was doing in the council felt like it was starting to become more transactional. It was losing that personal touch.

After leaving the council I looked into case management and found that the personal touch I’d been looking for is still very much alive in this industry. 

Why Ben Holden Ltd?

I was working with another case management company and was enjoying the role, however, there were some changes and it was becoming more corporate and less person-centred. 

I had a look around and liked the look of life at BHL. I also spoke with people who worked here, who I knew and they all recommended it – I am so glad I moved here. 

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

I like that we’re a case management company run by case managers. Ben has that lived experience and is always happy to help – plus he’s genuinely just such a fun and lovely person.

We’re not corporate, we’re client focused. 

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

It really differs from person to person and what you need from me – but what I would say is that I’m always trying to be very approachable and reliable. If I tell you I’m going to do something for you, I’m going to do it.

But I’m also very relaxed and laid back – I want people to feel comfortable.

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

There’s definitely the problem that lots of people in similar industries like social work simply don’t understand what we do – but instead of saying just that, what I’d really like to see would be more people from social work coming over and joining case management.

What I’ve learnt from my own experience is that the skills between both roles are really transferable and I feel like I am doing ‘proper social work’ now – more so than when I was a social worker in the council. Lots of case managers have previous experience in things like occupational therapy, nursing or speech and language, so I would love to have more social workers join the team. Having more people enter the industry from diverse roles can only be a good thing.

What was your dream job growing up?

I just really wanted to help people. Two of my aunties and the majority of my cousins were nurses, so I looked up to them and wanted to do something similar.

It wasn’t until when I was a teenager one of my relatives was assigned a social worker that I realised that was what I wanted to get into, having seen what their job involved. Plus I’m not a big fan of blood, so maybe nursing wasn’t right for me after all.

What is your spirit animal?

I’d say my cockapoo, Sidney. He lives the best little life – he goes for a walk, eats his breakfast, cuddles up with a cuddly toy and snoozes all day. Doesn’t that sound perfect?

The post Lizzie Potter: Brains, Banter and Brilliance appeared first on Ben Holden.

This month we sat down with Emma Bumpstead to hear all about how one childhood careers day led her to Ben Holden Ltd (albeit with a few stops along the way). Take it away, Emma!

How and when did you first join the industry?

I first got into healthcare after qualifying as a physiotherapist in 2014. I then came across case management with a previous employer where I worked a sort of hybrid role.

I really enjoyed the case management side of things and decided to take a look at a few different companies, which is when I came across Ben Holden Ltd.

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

I like having an oversight into everything going on for the client and being that central point of contact. It means you get to think about the client more holistically and see them as a whole person – and make an impact really quickly. That really suits me as someone who is comfortable spinning a lot of plates at once.

Why Ben Holden Ltd?

The team really are lovely. You have access to great support too. But what I love is how everything is done right – quality assurance is seen as a priority and the admin staff are always on-hand to support you.

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

I’ve worked in roles before where you feel like you’re a cog in a machine and that it’s all about the numbers. That’s not the case here, where it’s all about the client.

You’re not micro-managed, meaning you can focus on doing what’s best for your client.

What’s your career highlight to date?

I’m working with a client at the moment who I visit fairly regularly. On my last visit, he and his wife described me as their “rock”. That’s what I want to hear – I want to be that person that takes the burden away from people and who they know they can rely on. It was a really lovely moment.

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

I think it’s a really positive move that professional bodies are now working to define the case management profession in more of a protected title fashion. Having clearer professional standards and expectations can only strengthen the profession and help ensure we all deliver the highest possible quality of service to our clients.

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

I’d like to think that I’m very approachable and that I build a genuine therapeutic rapport with my clients from early on. I like to get to know people as a whole and understand how best I can help them – and I want them to know that I‘m always going to be available if they need me. I’m someone who likes to get things done.

What was your dream job growing up?

I initially wanted to be an engineer or a barrister – although when cleaning out the garage the other day I found some old school paperwork including an advert for a careers day with lots of different industries exhibiting. I had a closer look and saw I’d circled a stand for the Chartered Society of Physiotherapy, who’d have thought it?

What do you get up to on weekends?

I love hanging out with my husband and Bernie, our Bernese Mountain Dog. He definitely keeps us busy! We’ve just started a vegetable patch in the last year and now have more tomatoes than we know what to do with! Outside of that I enjoy recurve archery and crafts.

What is your spirit animal?

I’d probably say a wombat – although I’m not entirely sure why. Maybe because they seem nice and cuddly. I’m a homebody at heart, so something like a wombat or a koala feels like a good fit.

The post Emma Bumpstead: Brains, Banter and Brilliance appeared first on Ben Holden.

This month we sat down with Adaeze Okpue to hear more about how her love of nursing led her to case management. Take it away, Adaeze!

How and when did you first join the industry?

I got into it around three years ago now. I was working in intensive care nursing and had been taking on some extra community work when I started to come across reports from case managers.

They were something I hadn’t seen before but really intrigued me.

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

I did some research into the role and I thought it was something I’d enjoy – and because I’d been doing a lot of community work I thought it would be a good fit for me.

I like advocating for clients and helping people who feel they have no one to speak for them. I just enjoy helping people, really.

What has your past experience looked like?

I worked in intensive care for around 15 years after completing my degree in Adult Nursing. It was a sector I’d always wanted to work in because of how much I like helping people, but I especially enjoyed it because of all the extra knowledge you gained. It takes a lot of study which you can then use to help people in other situations.

How does Ben Holden Ltd compare to other companies you’ve worked with?

I love it here. It’s a very welcoming place where everyone is very supportive of one another and happy to help. It’s somewhere where you never feel alone – someone is always there for you.

What’s your career highlight to date?

One case that comes to mind is a recent client who had been homeless for a long time. He had suffered two broken ankles and needed help accessing both housing and rehab services. I helped him find the right social worker and the best temporary accommodation.

He has almost finished his rehab now and I’m really proud of what he’s achieved.

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

I always listen to my clients and want to make sure they feel heard and supported through whatever challenges they face. I’m very approachable and am not one to judge – I just want to help them get the support they need.

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

The main thing that comes to mind is waiting times. It can be so frustrating waiting for things to get approved from partner agencies – whether that’s the lawyers we work with or the public sector. It can’t always be helped, but you just want your client to get the support they need as quickly as possible.

What was your dream job growing up?

Nursing is something I’d always wanted to do. I’ve always liked helping people and have been fascinated by learning more about the human body. My mum was a nurse and my sister a doctor too, so the sector is something I’ve grown up around.

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

My mum was definitely my role model. She would come home from a day working on the wards and tell us stories about how she had helped people, and she always seemed so fulfilled and happy. It made me want to help people too.

What is your spirit animal?

That’s a tough question. I’m quite calm and collected, so maybe a dove?

The post Adaeze Okpue: Brains, Banter & Brilliance appeared first on Ben Holden.

How and when did you first join the industry?

I was working in benefit assessments in late 2024 and was looking for a change in career – I found an advert for a case management job online.

I had a friend who worked as a case manager, so I knew a little bit about the role – but it’s one of those careers most people don’t know much about.

What has your past experience looked like?

I’m a nurse by background. I worked on intensive care from when I qualified in 2017 through to early 2024. There are definitely some interchangeable skills, but you use them in different ways.

It definitely helps you learn to work well under pressure, manage your time and handle the difficult conversations sometimes required in the job.

Why Ben Holden Ltd?

It was the website that lured me in – I loved the ethos of the company, the environment and the inclusivity. Those sorts of things are really important to me and they’re not something other firms really shout about.

I had a chat with Ben and I loved the way he spoke about the business and the role – and then I said to myself ‘yeah, I want to work for this man’. I’ve loved it ever since.

What’s the best thing about working here?

The people make the business. Everyone is so supportive, funny and laid back. That positivity rubs off on how we work with our clients, too.

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

I’m definitely an open and honest communicator – I’d like to think I’m approachable and people can confide in me, whether they are clients, families, solicitors or anyone else involved in a case.

But my ultimate focus is always on the client. I’ll advocate for my clients until I’ve got no voice left – they are my priority. I want to finish work every day knowing I’ve done all I can for my clients.

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

I would love for there to be more knowledge and awareness of what we do within the public sector.

I don’t think we get the recognition we should have when dealing with public sector organisations, which isn’t the case with the private sector whom we work quite closely with.

It can be really challenging to access publicly-funded services for our clients because they just don’t know who we are, what we do and why we’re approaching them.

Some acknowledgement that we’re on the same team, we’re not there to make their lives difficult and we just want to help our clients, that would be nice.

What was your dream job growing up?

Throughout my entire childhood all I wanted to be was a teacher. I used to sit and write squiggles on a sheet of paper and mark them as if I was a teacher!

I liked the idea of being a maths teacher, but then as I got older I started looking more into becoming a nurse.

I’d even thought of doing some nursing with the RAF at one point in my life, but that never happened.

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

My parents have always been my role models. They’re so hard-working, kind and friendly – and have always supported me with whatever I’ve wanted to do. They’re like my biggest fans.

What is your spirit animal?

My family would say something feisty like a tiger… I would say more sloth because I love to sleep!

The post Jess Tillman: Brains, Banter & Brilliance appeared first on Ben Holden.

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.

The post Lorna Smith: Brains, Banter & Brilliance appeared first on Ben Holden.

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.

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.

The post Dinuli Senaratne: Brains, Banter & Brilliance appeared first on Ben Holden.