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Tailored care and support

We're enhancing the way we help workers and employers during their claims by giving tailored care and support to meet individual needs.

We've been piloting this improved approach over the past 10 months, and we will continue to analyse the results until late 2019.

Early analysis shows that more workers are getting the right level of care at the right time. We've particularly noticed that we're able to help workers with more complex claims, or those with longer expected recovery times, earlier in their claim. This is really important in our focus to support workers in their recovery and improve outcomes for them.

Feedback from workers during the pilot has been positive, and we are also gathering feedback from providers, employers and our people on whether they feel this enhanced approach is beneficial. We hope to share some results with you in the future.

Through this pilot, we're making sure our highly trained claims team members are partnering with employers, workers and providers to get the best possible outcomes, tailored to each individual.

Monash University presentation

Our research partners, Monash University, shared an overview of the project at the National Workers' Compensation Summit in Melbourne. Professor Ross Iles explained how risk factor identification in claims has two purposes; to guide appropriate allocation of resources and guide appropriate service delivery. You can watch a short clip of his presentation on our website.

There's more information on our research initiatives on our website. You can also subscribe to our quarterly newsletter, if you haven't already done so.