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The Relationship Between Healthcare Providers and Case Commissioners

Healthcare providers and case commissioners typically work together within a healthcare system to ensure that individuals receive the right care and support within their local community. This is based on collaboration, creating an ecosystem to achieve the best and securing improved outcomes for individuals with complex care needs who seek short-term and long-term support while remaining comfortable in their own homes. Healthcare providers and case commissioners’ roles are to centre people’s welfare and support and to underpin responsibility for people’s lived experiences.

To cater for the needs of vulnerable individuals and their communities, their work must be based on the following: 

  1. Creating a solid relationship and collaboration. Clinicians, nurses, therapists, and other allied healthcare professionals deliver direct medical services and holistic care or therapeutic services to supported individuals. Case commissioners, on the other hand, often represent agencies or organisations responsible for assessing individuals’ needs, determining eligibility for health services, and coordinating care and resources. Their line of work could include government agencies, insurance companies, or social service organisations. The relationship between healthcare providers and case commissioners involves communication, collaboration, and sometimes negotiation to ensure that people receive the necessary support and services while ensuring they have as much choice and control over the support they receive.

  2. Co-Production. Co-production is a collaborative approach where healthcare providers, commissioners, supported individuals, and their families work together to design and deliver healthcare services. In healthcare, co-production between healthcare providers and case commissioners involves:

  • Involving the individuals in decision-making processes.

  • Considering the preferences and health needs of the individuals when planning person-centred care.

  • Empowering individuals to participate in their health management actively.

That said, the relationship between healthcare providers and case commissioners unifies in their efforts to serve and support people in the best way possible, providing proactive care in their homes and local communities.

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Understanding the Needs of Case Commissioners

Looking deeper into commissioning, case commissioners have an incredibly complex role within the health and social sector. The commissioning process local authorities and integrated care boards undertake is focused on ensuring that local services are aligned with people’s needs. Therefore, understanding the needs and perspectives of case commissioners is a priority for healthcare providers to foster productive collaboration and deliver tailored care solutions.

By gaining a deeper understanding of the challenges, expectations, and objectives of case commissioners, healthcare providers can cultivate more meaningful partnerships and work towards shared goals of enhancing the quality, accessibility, and continuity of care.

Priorities and Objectives

To better understand the case commissioner’s needs, we first must understand the objectives of their work. Every step of the commissioner’s work is focused on gathering data and co-production to meet the objectives as part of the Commissioning Cycle and its steps – Analyse, Plan, Do, and Review.

The objectives are always multifaceted, as every individual has different needs. Still, the ultimate goal that connects the healthcare providers and case commissioners is the priority of increasing the welfare of the local population and decreasing unnecessary hospital admissions. 

To provide a long-lasting bond and improved outcomes for vulnerable individuals, case commissioners’s objectives and needs from a healthcare provider focus on:

Challenges Faced by Case Commissioners in Their Role

Case commissioners, often tasked with assessing needs, determining eligibility, and coordinating services for individuals, face various challenges within their roles. The common ones include:

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  • Limited funding – It’s important to understand that a significant portion of council funding for social care comes from allocations provided by the central government. Balancing the needs of individuals with limited resources can take time, leading to difficult decisions regarding service prioritisation or allocation. 

  • Cost of living and risks to providers – In many regions, especially urban areas, the high cost of living can create financial barriers for both individuals seeking care and the providers delivering services.

  • Housing and availability – Local supported living options pose a major challenge for case commissioners as they struggle to secure affordable housing for people in need, mainly due to housing costs. Additionally, the escalating cost of living and inflation further compound the issue.

  • Delivering person-centred services – This approach necessitates a deep understanding of the person beyond their medical aspect, including their social, cultural, and emotional dimensions. Case commissioners must navigate diverse backgrounds, varying levels of health literacy, and differing priorities to ensure that services are truly person-centred. This challenge is compounded by balancing individual preferences with available resources and organisational constraints, often requiring creative solutions and effective communication with stakeholders.

  • Demographics and ageing population – Due to demographic shifts, particularly the ageing population and a growing number of individuals living with complex needs such as autism, learning disabilities, and mental health needs, there is an amplified demand for support services.

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The Path to Demonstrating Value

At its core, quality of care revolves around delivering evidence-based, person-centred services that are safe, effective, timely, efficient, equitable, and culturally competent. Healthcare providers must continually strive to meet and exceed established standards of care, leveraging improvements in clinician training, knowledge, technology, and best practices to optimise the health and well-being of the individuals they serve.

Quality of Care

It is all about fostering meaningful relationships, promoting shared decision-making, and prioritising the holistic needs of individuals. By embracing a comprehensive approach to quality improvement, healthcare providers can improve health outcomes and reduce healthcare costs by minimising complications, readmissions, and unnecessary interventions. Through transparent communication, continuous feedback, and a commitment to continuous learning and innovation, healthcare providers can solidify their position as trusted partners in promoting health and vitality in community services.

Also, CQC-regulated services offer a valuable framework for demonstrating value to commissioners by providing an independent assessment of the quality and safety of healthcare provision. By adhering to CQC standards and undergoing regular inspections, healthcare providers can showcase their commitment to delivering high-quality care that meets regulatory requirements and exceeds expectations. Commissioners can rely on CQC ratings and reports to make informed decisions about service procurement and resource allocation, ensuring that funding is directed towards providers who consistently demonstrate excellence in the care and support they provide.

As a healthcare provider that puts people at the centre of support, Leaf Complex Care’s CQC-regulated services contribute to transparency and accountability within the health and social care sector. 

Look at our GOOD CQC reports for our Bristol and Slough offices to discover how we support the individuals we serve.

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Positive Outcomes

Healthcare providers must prioritise evidence-based practices, employing interventions and treatments proven to support people’s abilities in achieving desired outcomes. Additionally, fostering solid relationships built on trust, empathy, and communication is essential, as it enhances engagement and commitment to treatment plans, ultimately leading to better outcomes.


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Using the right language is crucial in promoting positive outcomes for individuals with complex care needs. Our language can shape perceptions, attitudes, and behaviours towards individuals, ultimately affecting their quality of life and well-being. One important concept related to language and disability is the Social Model of Disability, which suggests that disability is not solely a result of an individual’s impairment but is also influenced by societal barriers and attitudes. According to this model, by removing these barriers and promoting inclusivity, individuals with disabilities can fully participate in society.

An example of using the right language is the choice between saying “people with mental health problems” and “people experiencing mental health challenges“. The former may imply that the mental health issue is a permanent characteristic of the person, potentially stigmatising the person. In contrast, the latter emphasises that the mental health challenge is temporary and does not define the individual’s identity. This small change in language can help reduce stigma and promote a more positive and empathetic view towards individuals experiencing mental health challenges.

Person-centred Care

Person-centred care represents a fundamental shift in the approach to healthcare. It places the individual at the forefront of decision-making and emphasises their unique needs, preferences, and values.

For case commissioners, person-centred care creates space to select providers who embrace this approach, aligning with the values and principles that underpin their role. Commissioners can actively seek providers committed to listening to individuals, respecting their autonomy, and involving them in decision-making.

Learn more about the importance of person-centred care and support.

Skilful and Compassionate Staff

Having skilled and compassionate staff is paramount for case commissioners to select the most suitable providers to meet the diverse needs of individuals requiring care. Training equips healthcare professionals with the expertise and empathy necessary to deliver high-quality services.

Leaf Complex Care offers comprehensive, cost-free training for clinicians and support workers, ensuring they have the latest knowledge and techniques to address complex needs. Moreover, we always strive to work with dedicated individuals whose role is more than just a job to them. Our therapy team comprises Positive Behaviour Support (PBS) practitioners, occupational therapists, and speech and language therapists, all available at no additional cost. 

Efficiency and Cost-Effectiveness

In unfavourable economic times when healthcare costs are soaring and resources are strained, the demand for efficient and cost-effective care solutions for individuals with complex care needs has increased. By providing high-quality care in the home, providers can help reduce the need for hospital admissions, which are often more expensive than home-based care. Moreover, proactive monitoring and preventative care can help prevent health crises leading to hospitalisations or more intensive treatments, saving costs in the long run.

Compliance and Regulatory Standards

Healthcare providers should ensure that their clinicians are appropriately trained and qualified, meet regulatory requirements, and are regularly updated on best practices. They should also maintain detailed and accurate documentation of care provided, including care plans, assessments, and progress notes, to ensure transparency and compliance with regulatory guidelines. Clinicians who implement robust safeguarding policies and procedures to protect vulnerable individuals demonstrate a commitment to their safety and well-being.

Continuous Improvement

Implementing regular audits, reviews, and evaluations of care practices against best practices or industry standards can demonstrate a commitment to quality assurance and improvement. When there is an established platform for feedback about the quality of care, it can identify areas for improvement.

Demonstrating value to the case commissioners can be shown in several ways:

  • Quality assurance 

  • Implementing systems to track and report on outcomes

  • Ongoing training and development opportunities for the clinicians/support workers

  • Maintaining transparent and open communication with families, supported individuals and case commissioners

Trust and Relationships

To deliver high-quality care that meets the individual’s needs and preferences, the care teams must actively listen to the individual and their family, engage them in care planning, and respect people’s autonomy and choices. The provider should also maintain open and transparent communication with the individual, their family, and the case commissioners, providing regular updates on the individual’s progress and any changes in their care needs.

Leaf Complex Care builds trust and strong relationships by employing a person-centred approach to care. This involves engaging individuals and their families in care planning, ensuring that their preferences and needs are at the forefront of decision-making.

If you are interested in our ways of enabling support and wonder what a day looks like for our support workers, please look at our first mini-documentary and Charlotte’s story.

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How Leaf Complex Care Enables People to Live Life on Their Own Terms

Leaf Complex Care’s support services are designed to focus entirely on the interests and needs that best suit the individuals we support. We adapt our approaches and tailor our care, ensuring that the individuals remain at the forefront of high-quality, person-centred care that delivers tangible improvements in health outcomes and quality of life.

Hear what families say about their loved ones’s care journey with Leaf Complex Care. 

To get Leaf involved with Jacob, we really had to fight the system to get the package we really needed. Jacob was under the social services residential care, which we didn’t think would meet his needs, and we actively pursued Leaf to support Jacob.” –              Cathy, Jacob’s mom.

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Leaf came along, and this was the first time someone actually asked what we needed, which was refreshing and gave me a new hope. Leaf did the assessment, and the people they sent they turned out to be more experienced.” – Richard’s father.

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