Through Recovery Blueprint we identified factors that contribute to delayed return to work and poorer claim outcomes, and reviewed how we respond to those risks.
Recovery Blueprint was a pilot and partnership with Monash University. In this pilot, we researched, designed and tested a new approach to claims management.
After the successful pilot, we introduced the approach – tailored care and support – to our claim teams.
Here’s how it works:
- When we decide a claim, we work out if there might be some things which could make it harder for a worker to recover or get back to work. These are called risk factors.
- We gather information about risk factors early using evidence-based tools, such as questionnaires.
- We learn more about the worker and how they are recovering from their injury. This helps us to tailor our care and support to their needs.
- We gather information early from workers, employers and treating providers to help us to plan their rehabilitation and return to work. Connecting workers and employers early in the claims process gives them earlier access to the services they need.
- Our systems guide our people to manage high risk claims more effectively.
- Claims team members partner with employers, workers and providers to get the best possible outcomes, tailored to each individual.
Monash University Deputy Director of the Insurance Work and Health Group, Dr Ross Iles says risk factor identification in claims has two purposes.
“We use risk identification to guide appropriate allocation of resources and to guide appropriate service delivery.
“That’s what we’ve done through the Recovery Blueprint pilot, and this led to WorkCover Queensland’s claims management approach to offer tailored care and support,” he said.
WorkCover Queensland Chief Executive Officer Bruce Watson said the pilot was a valuable partnership and learning opportunity for WorkCover Queensland.
“We were able to learn and adjust as we went through the pilot, which led to improvements in how we manage claims. New tools have been introduced to our claims teams, with good feedback from workers, employers and medical providers,” he said.
“We can now better identify workers at risk of poor outcomes earlier. This means they receive the care and support they need to achieve positive recovery and return to work outcomes.
“The insights we gather from the evidence-based information gathering tools will inform our future claim interventions,” he said.
Although this pilot has ended, we continue to work with Monash University, and other stakeholders and partners, to find new ways to support workers and employers in recovery and return to work.
During the pilot, Monash University published two resources:
- Best Practice Principles on risk identification for delayed return to work
- A detailed Best Practice Statement
- Tailoring claims management webinar recording
- Podcast - tailored care and support to meet individual needs
- For more information on other research initiatives, please visit our research initiatives section.