WorkCover's customers are at the heart of everything we do. We aim to develop a comprehensive understanding of our customers' end-to-end experiences.
To do this, we engage in ongoing research initiatives to continue to improve customer experience and claim outcomes.
Customer feedback is key to our success
WorkCover Queensland is committed to putting the customer at the heart of everything we do. To do this we must understand our customers more deeply, deliver the experiences they value and provide them with tailored, innovative solutions. Conducting regular research allows us to gather timely insights that can inform our decisions and help us to continuously improve and make a positive difference to peoples' lives. Read more.
Understanding the worker's journey with WorkCover
WorkCover Queensland is conducting research to co-design with customers around their early claim experience. This piece of work is about how WorkCover might best help customers know what to expect when making a claim. This research will show customers examples of what we are working on to receive customer thoughts and feedback. Customer insights will help us improve how we help and support people in the future.
WorkCover is conducting research to help us improve the experience of providers, practice managers and/or administrators submitting work capacity certificates to WorkCover for workers presenting with a work-related injury or illness. The insights from this research will help WorkCover identify challenges and opportunities in the submission process, ensuring these certificates are received and processed in a timely fashion, improving the experience of workers and providers as they engage with the Scheme.
We are conducting research with our stakeholders to understand their experiences and relationship with WorkCover Queensland. This research will involve stakeholders providing their feedback and suggestions for improvement via a short online survey. The insights captured will help ensure we are delivering a valuable service to our stakeholders.
Early interaction research
We are conducting research with workers early in the claim journey to understand these interactions with WorkCover Queensland, and how we can improve this to help ensure we are delivering a valuable service, that is guiding and supporting workers during their rehabilitation and return to work journey.
WorkCover Queensland is conducting research to obtain feedback from those who have recently attended one or more of our online webinars. This research will help us improve our webinar content and delivery so that we can better contribute to the professional learning and development of employers.
First Nations Voices Program
WorkCover Queensland have established our First Nations Voices program as a key outcome from our Reconciliation Action Plan. The First Nations Voices program aims to explore and better understand the experiences and support needs of Aboriginal and Torres Strait Islander peoples engaging with WorkCover Queensland, and inform cultural capability uplift initiatives of WorkCover staff managing or advising claims of First Nations workers. The insights gained will lead to a range of experience improvement recommendations for WorkCover Queensland, which will be tested, validated and ultimately implemented across the organisation.
Early intervention screening questionnaire
WorkCover Queensland is looking at ways of identifying some of the recovery challenges faced by injured workers at the beginning of the claim journey so that we can tailor our support more effectively going forward. This will involve sending a short form questionnaire to a small number of injured workers, selected at random, following the lodgement of their claim. Participation is voluntary and the information provided is confidential and will only be shared with WorkCover Queensland and the medical and allied health professionals involved in a claim. Please view our privacy page for more information.