FAQs

“…a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet an individual’s and family’s comprehensive health needs through communication and available resources to promote quality cost effective outcomes.” Source: CMSA

Managed Healthcare and Case Management are supported services that help people to access the right care, at the right time, in the right place for them. An allocated Case Manager will work alongside the individual to understand their needs and circumstances and guide them through the healthcare system, helping them to have a better experience of healthcare and understand how to self-manage in the longer term.

Your HR department will be able to tell you if you are eligible for this service. They will supply you with a referral form that must be completed and sent to casereferral@patientadvocate.co.uk

Your allocated Case Manager will call you within 2 working days to start your case. They will liaise with you directly to contact you as and when required. Your Case Manager will be with you for the whole of your journey.

Initially we will ask you to complete a referral form and email it back to us. We require you to have a GP referral before accessing our service.  Once you have this and have emailed it to us we will email you a consent form for completion.  On the referral form we require as much information as you can give, including any reports, referral letters and results of any recent tests. This enables us to have a good understanding of who you have already seen and what you have had investigated to date.

Your Case Manager will contact you and start the assessment process, understanding your needs and working with you to find the best solution. They will be in close contact with you throughout the process and will ensure you have all the information and support that you need. We aim to deliver our service across normal office hours but do appreciate that there may be occasions where you need support outside of this arrangement.

Your Case Manager will work with you to ensure you have access to support 24/7 and that you are comfortable with why, when and how to access this service. We are available Monday to Friday 9:00 am – 5.30 pm and you will be able to speak to or request a call back from your Case Manager. Alternatively you can send an email to casereferral@patientadvocate.co.uk or your Case Manager directly.

We work hard to empower our patients to become an active participant in their care. Through a person-centred approach, we aim to work with you, identifying your needs and preferences and guiding you through your healthcare journey. Our team are trained to support you, your family and carers if needed, to ensure that you have a high quality experience of healthcare now and into the future.

Any information that we hold about you and your case will be held securely and confidentially by Patient Advocate. Your medical information will only be shared with your medical team, as consented, so that we can support your journey.

Should you wish to see the information that we hold on you at Patient Advocate we can facilitate that. This is in line with GDPR compliance and your right to know.

As part of our referral process we ask for you to consent to us holding your information and to contact your medical team. This is to ensure we are fully compliant with GDPR but also so that we can liaise on your behalf, gather information and support you effectively through your healthcare journey.

You can withdraw your consent at any time by writing to :

The Compliance Officer
Patient Advocate Ltd
Golden Cross House
8 Duncannon Street
London WC2N 4FJ

No, we allocate a Nurse Case Manager and/or a Case Management Assistant to your case. They will be your contact throughout your journey. This means they will get to know you and how you like to be contacted, what your preferences are and your journey to date. This should mean you are not repeating your story time and again, and can build a relationship with your Case Manager.

You may be able to request a referral from your GP without needing an appointment, if this is an issue you have seen your GP for in recent weeks. If your practice has a Nurse Practitioner, they may be able to provide you with the referral also. It is often easier to get an appointment with them.

You will not be “jumping the queue”. We use our knowledge of the NHS and private healthcare systems to provide you with several options, as far as possible. No other patient will be disadvantaged as a result of your appointment arranged by Patient Advocate.
If I use my Private cover can I still access NHS care?

This is a common worry, but you can and should use the NHS alongside any private provision. We can help you to navigate this blended healthcare as it can be quite difficult. We can liaise with all of your healthcare teams, with your consent, to make any transitions as smooth as possible.

We are able to provide you with a pack that will introduce you to our services and how to use it when needed.