 |
|
|
 |
||
 |
||
 |
||
 |
||
|
||
|
||
  |
Communication
> Introduction
> Communicating with the treating doctor
> Communicating with the insurance company
> Communicating with the injured worker
> Confidentiality
> Templates & References
Introduction
Communication ensures that all parties are kept informed and focused on returning the injured worker to work and keeping workers compensation costs down.
In injury management, the return-to-work coordinator acts on behalf of the employer. The return-to-work coordinator will need to communicate with:
> The treating doctor (and other doctors)
> The insurance company
> The injured worker
Communicating with the treating doctor
If an injured worker is expected to be away from their usual duties for more than seven days in a row, they must nominate a treating doctor.
The nominated treating doctor will coordinate all aspects of the worker's treatment and return to work by providing medical certification of capacity for work, consulting in the development of the injury management plan, providing medical reports, providing and arranging treatment, and recommending suitable duties.
Once the injured worker signs their consent on the WorkCover Medical Certificate, the treating doctor is able to exchange information with you. Their advice will be important in determining the return-to-work plan and suitable duties. It is vital to establish good communications with the doctor early in the injury management process.
Beware the “just one more week off” injury management approach. Many doctors are reluctant to take an active role in the injured worker’s return-to-work. You may need to take the lead and make suggestions to the doctor to spur the process along. Remember, every “just one more week off” is costing you money and increasing your workers compensation premium.
Doctors are able to charge for communicating with you.
|
Communicate persuasively with the nominated treating doctor via phone, fax or in person. Check with the doctor’s receptionist as to preferred approach. |
Provide regular feedback to the doctor on the worker’s progress. |
|
 |
Communicating with the insurance company
Within three days of notification of a significant injury to a worker, the insurer will contact you, the worker and the treating doctor. The purpose of this early contact is to obtain information to develop an injury management plan for the worker. The insurer's plan will outline all the services which will be required to return the injured worker to the workplace, including proposed treatment and the offer of suitable duties.
The insurer must advise both the organisation and the worker of the contents of the injury management plan.
Stay in touch and update them about the worker's progress at work - a quick fax, a copy of an update you also sent to the treating doctor, and regular claims review meetings are good ways of maintaining contact.
There are different personnel within each insurer who undertake different tasks regarding an employer's workers compensation account. If you have a query it is most important that you direct it to the person responsible.
- The account / business manager - can assist with queries about premium calculation, underwriting and general performance of the account. Does not usually deal with individual claims.
- The claims officer - handles each workers compensation claim, processes payments, makes decisions about liability.
- The injury management adviser - develops injury management plans for injured workers, helps employers with decisions about providers, doctor communication, the return to work aspects of injury management.
|
|
Communicating with the injured worker
Your communications with the treating doctor and insurance company will assist you to develop a return-to-work plan. This will outline the suitable duties that are offered to and accepted by the injured worker. It describes the work the returning worker will do including:
- tasks to be done;
- tasks to be avoided;
- over how many days/weeks;
- specific hours;
- any equipment/training required.
Involve the injured worker and their supervisor in the development of the return-to-work plan. Obtaining their agreement will be much easier if they have been involved in the process.
Communicating with the injured worker requires trust and a genuine attempt on your behalf to assist the person. Research shows that the worker must feel supported.
|
Include the worker in conversations to encourage trust and openness and therefore cooperation in return-to-work strategies. |
Confidentiality
Communication about an individual's injury management requires discretion. WorkCover has developed guidelines for the gathering, use and storage of information relating to injury management. Check out the document Guidelines for Confidentiality of Injury Management Information. It includes the legal requirement for employers to gain written consent from the injured worker prior to communicating with other parties about that worker.
|
Gain the worker’s written consent to obtain or release information. |
|
|
Templates & References
WorkCover Guidelines for Employer's Return-to-Work Programs
Guidelines for Confidentiality of Injury Management Information