Insight-Led Recruitment and Consistent Care Team Management in Complex Injury Cases

Rae Muscat, Case Manager, Circle Case Management

Insight-Led Recruitment and Consistent Care Team Management in Complex Injury Cases

In complex clinical negligence, personal injury, and Court of Protection cases, the recruitment and ongoing management of a care team is critical. The right approach can significantly influence outcomes for the client, provide reassurance to families, and support Deputies and solicitors in delivering robust, proportionate, and defensible care arrangements.

Rae Muscat, Case Manager at Circle Case Management, recently worked with a family to recruit, supervise, and manage a bespoke care team for a young client, referred to here as P. Her involvement demonstrates the value of a Case Manager-led recruitment model, underpinned by deep clinical understanding and continuity of oversight.

This work was undertaken alongside Beth Dean, Associate at Enable Law, acting as Deputy.

Understanding the Client and the Complexity

Beth Dean highlights that the success of recruitment rested on Rae’s detailed understanding of P as an individual, not just as a set of care needs.

“It is extremely important that the person leading recruitment really understands our clients’ needs, as choosing the right support worker isn’t just about matching skills to tasks — it’s about building a safe, trusting, and emotionally supportive environment for the client and their family.”

Because Rae already understood P’s needs, presentation, personality, and family dynamics, she was able to recruit support workers who genuinely “fit” the client and contribute positively to team cohesion.

“When the person leading recruitment already has an understanding of the client’s needs and has seen first-hand what is involved in meeting these, they can recruit people who will genuinely fit the client and help build better team cohesion,” Beth explains.

Reducing Risk, Turnover, and Cost

Recruitment without this level of insight can carry significant risks.

“It can lead to high staff turnover, as carers are not equipped or prepared to manage the client’s care needs,” says Beth. “This then causes those around the client to feel burnt out and stressed as they need to fill the gaps in care.”

She also notes the financial implications for Deputies and clients:

“It can increase costs to the client as recruitment is ongoing, which requires additional Deputy input.”

By contrast, Rae’s involvement helped mitigate these risks, delivering a more stable and cost-effective outcome.

Confidence and Reassurance for the Deputy

For Beth, Rae’s on-the-ground role as Case Manager was key to providing confidence throughout the process.

“What gave us confidence is that, as the Case Manager is ‘on the ground’, they are able to see first-hand what works well — or doesn’t work well — for a client and recruit people with this in mind.”

This ensured that P’s needs were clearly communicated and prioritised, with the right individuals fully bought into the care team.

Rae’s understanding of P’s care needs, risks, and family dynamics also reduced the likelihood of conflict or mismatch within the team:

“We could be reassured that the team being built would genuinely work well with our client and would reduce the number of conflicts or mismatches,” Beth confirms.

Continuity from Recruitment to Ongoing Management

A key benefit of the approach was continuity. The same Case Manager who led recruitment continues to supervise and manage the care team.

“Keeping the same Case Manager from recruitment through to ongoing management has helped create a stable and consistent structure which directly benefits the client, the family, and the care team,” Beth explains. “It means there is better oversight and stronger relationships with those involved in the client’s personal life.”

Governance, Compliance, and HR Support

Beth also highlights the importance of Rae being supported by Circle Case Management’s dedicated HR team:

“Having a Case Manager involved who has a dedicated HR team behind them is hugely valuable. It sped up recruitment by reducing the number of people involved.”

She adds that HR oversight provides essential reassurance:

“There is ongoing compliance throughout the recruitment process, which inevitably benefits the client.”

A Proven and Repeatable Model

Reflecting on the overall approach, Beth is clear about its value:

“The Case Manager leading the recruitment process reduces the risk of mismatched leadership and conflicts within the team, as they have been involved in ensuring each support worker fits into the team.”

This creates a cohesive care team with a genuine commitment to meeting the client’s needs — an approach Beth would readily use again:

“Yes. Having a Case Manager is crucial for ensuring that those being introduced to the client are the right fit and have a genuine interest in meeting their specific needs.”

About Rae Muscat

Rae Muscat BSc is an accomplished Occupational Therapist, Support Worker, and Senior Mental Health Practitioner with experience across the NHS, local authorities, charities, and the private sector. She manages complex caseloads involving life-changing injuries and conditions and works closely with multidisciplinary teams to deliver bespoke care and rehabilitation packages.

Rae is known for her meticulous attention to detail, strong communication skills, and ability to translate complex clinical information for families, Deputies, and legal professionals. She is registered with the Royal College of Occupational Therapists and the Health and Care Professions Council and has specialist expertise in neurological conditions, acquired brain injury, mental illness, childhood trauma, and complex paediatric cases.

Rae Muscat is available for instruction across Devon, Dorset, Somerset and Cornwall.

To request Rae’s CV, or to arrange a free meet and greet for your client, please email casemanagement@circlecm.com or call 0129724145.
Want to find out more about the services Beth Dean and Enable Law offer? Click here to visit Beth's profile.