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Client Support

We Reassure.

Showing Compassion • Providing Clarity • Growing Confidence •

If you've experienced a life-changing injury or trauma, the future may feel uncertain. You may be wondering who to speak to, what happens next — and how to move forward.

At Bridge, our team are here to help you feel safe, supported and motivated towards goals. From organising therapies to helping you return to everyday activities, we’ll guide you with compassion, clarity and confidence. 

Our support follows a clear 4 step journey designed around your needs.

1

Initial Call

We contact you to introduce ourselves, agree a time for your assessment and explain how we can help. 
2

We Review your Immediate Needs

We listen to your concerns, get to understand your current situation and find out what is important to you.
3

We Reassure with a Rehabilitation Plan

Together, we agree on a clear action plan for support — including any therapies, supporting you to be more independent and discussing return-to-work options where necessary.
4

You Recover with Ongoing Support

We stay involved, adjust goals and plans as needed, and support communication between services, family and legal professionals.

Over the years we we have heard similar questions from new clients. It can be daunting juggling legal jargon and more importantly getting in to the right mindset to recover. There's the stresses about your new future, money worries, how to access the right help and who does what where, when and why.

Frequently Asked Questions

So What Happens Now?

We learn more with each case we support. That's why we've created a handy guide using all our accummulated learning to ready our new clients for the start of their recovery journey.
Download Handbook

Reassuring Answers to your Questions

Click on any of the questions below to reveal advice or guidance on frequently expressed concerns.

Bridge Case Management is an independent team of Case Managers and Admin staff. 
We work with people who are going through rehabilitation after an injury, helping them access
the support they need.

Our involvement usually comes at the request of the legal professionals handling your injury claim — they’re known as the “instructing parties.”
There are guides for legal professionals which aim to help injured claimants make the best possible recovery. That includes medical, social, psychological, and vocational well-being.
The main guides are The Rehabilitation Code and The Serious Injury Guide.

Our Case Managers are professionals such as Nurses, Occupational Therapists and Physios with extensive experience. They specialise in supporting people recovering from traumatic injuries.
We work independently of the legal process, even though we’re involved because you have a personal injury claim.
Our focus is on your recovery and support needs.

This visit helps us to understand how your injury or injuries have affected your day-to-day life.
We call it an Immediate Needs Assessment (INA).
We’ll write a report that outlines any treatment, services, or extra support that might help you in your recovery.
Once we’ve shared the report, the people managing your injury claim will decide on funding the recommendations.
If funding is approved, your Case Manager will stay involved to help put the support plan into action.
We’ll talk more about that once we know what has been agreed.

No — you do not need to worry about paying.
The visit and assessment are paid for by the legal professionals.

We like to do the assessment in your home so we can get the best possible understanding of your situation.
The report we write will cover areas like:
• The injuries you’ve sustained and any treatment you’ve had so far
• Any symptoms or challenges you’re currently facing
• How your injury is affecting your home life and routine
• The impact on your work, finances, and social life
• How your injury has affected your family or support network

The assessment can take around 2 to 3 hours, depending on your situation — so it’s a good idea to set aside plenty of time.
It may take longer, but we can arrange more time with you if you wish.
This would be better done over the telephone or online to ensure we get our reports done quickly.

1
You might want a family member or friend with you — especially since we may need to talk about sensitive topics. If there’s anything you’d rather discuss privately, just let us know ahead of time.
2
It also helps if you have a list of your current medication, any letters or reports from your GP, hospital or other healthcare providers handy — these give us a clearer picture of your care so far.
3
Lastly, think about what your goals for recovery might be. 
What would a ‘good’ recovery look like for you?
Maybe it’s returning to work, getting back to hobbies, or feeling more independent.

Your Case Manager will be gathering personal information to write the report.
We won’t share anything with others unless you give us permission, which is why we ask you to sign a consent form.
Your Case Manager will explain how your information is used. 
You can change your mind and withdraw your consent at any time.

Once the report is finished, copies go to you and to the legal professionals.
It’s important to know that this report is not used as evidence in your legal case.
Its only purpose is to recommend ways to support your recovery.

The legal professionals will review our recommendations and decide on the funding the rehabilitation plan.
Your Case Manager can only move forward with the plan once we get that funding approval.
How long this takes can vary… sometimes it is quick, and other times it may take a few weeks.
Your solicitor can update you on the progress.

Once we have been told that funding for the recommendations has been approved, your Case Manager will be in touch to explain what happens next.
Sometimes, not all recommendations are agreed upon.
If that happens, your solicitor can talk you through the reasons and help figure out next steps.

As with the Immediate Needs Assessment, the funds for the ongoing rehabilitation, including our fees, are paid for via the claims process.
Usually this is paid for directly by the defendants.
In a few cases funds are provided to clients directly to fund all or part of their rehabilitation.
If this happens, your solicitor will explain how this works.

It's not about ticking boxes — it's about making progress that means something.

Peer Mentorship

Sometimes, the best reassurance comes from someone who's been there. Our Mentorship Scheme connects you with other Bridge clients who are further along in their recovery and can offer insight, support and encouragement.
Mentoring

Need to Speak to Someone?

We’re ready to listen and help.
Get in Touch
Get in Touch

Practical Help and Resources

From travel adaptations to mental health support, we provide direct help and can connect you to external organisations.
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Prefer to Talk Now

Call our York office to have a chat or arrange a meeting.

York Office
Regent House, 11C Regent Street
Pocklington
York YO42 2QN

01759 372 222

Prefer to Talk Now

Call our Darlington office to have a chat or arrange a meeting.

Darlington Office
Office G:14, Business Central
2 Union Square, Central Park
Darlington DL1 1GL