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Medical and Allied Health provider FAQs

We appreciate you might have some questions in relation to your patient's workers compensation claim and potential impact on ongoing treatment and rehabilitation as part of their claim.  We are assisting our workers by providing specific answers to their queries. Please refer to the top of this page under ‘Workers’ for further information.

FAQs

I have had a patient present with symptoms, how do I know if their circumstance meets the requirements to lodge a claim?

Under the Act a Queensland worker is entitled to lodge a workers’ compensation claim if they believe it is for a work-related injury. As the treating practitioner please complete all fields within the Work Capacity Certificate.

If WorkCover requires further information to determine liability, we will contact you.

More information about Work Capacity Certificates is available here.

Who can use Telehealth?

Effective from 13 March 2020, WorkCover has published fees that are aligned with recent changes in the Medicare Benefits Schedule (MBS) to make telehealth and phone consultations available to all Australians.

The following new items have been introduced for the provision of telehealth services:

  • video-conference consultation services, which can be provided by GPs, specialists, consultant physicians and consultant psychiatrists
  • telephone consultation services which can be provided by GPs, specialists, consultant physicians and consultant psychiatrists.

Please refer to items 91790 to 91845 in the COVID-19 Telehealth supplementary services table of costs.

WorkCover will fund consultation services for your patients who have a current accepted claim and who meet the qualifying criteria. More information on items codes is available on our Medical fees page.

If you have any questions or concerns please contact the relevant Customer Advisor or WorkCover on 1300 362 128.

I am a doctor providing treatment to a patient who is receiving workers' compensation benefits. What do I do if they are in self-quarantine and I need to provide medical information or assessment regarding their work related injury?

WorkCover remains committed to ensuring the health and safety of you and your patients during this time. To ensure the continuity of patient care during this pandemic, we have extended the use of the COVID-19 telehealth and telephone items to all medical practitioners and/or patients who are unable to consult face to face.

The new COVID-19 telehealth item codes are available as a supplementary table of costs on our Medical fees page and effective from 13 March 2020.

I am a Psychiatrist. To keep my practice staff and patients safe, can I use Telemedicine/Telehealth to treat patients who have workers’ compensation claim with suspected or diagnosed coronavirus?

Yes - you may choose to use this method to treat your patients. Our current Telehealth supplementary services table of costs provides the item code and cost for these services.

A Fact Sheet on COVID-19 from the Australian Government has more information on Telehealth item codes.

What if the hospital cancels my surgical list or rehabilitation/pain program?

WorkCover will continue to support the proposed rehabilitation and recovery program. We will work with you to find a suitable resolution that meets both your needs and those of your patient.

What if my patient’s Independent Medical Examinations (IMEs), including the Medical Assessment Tribunal (MAT) are cancelledhow does this impact my patient’s claim?

WorkCover will continue to support the proposed rehabilitation and recovery program. We will work with you to find a suitable resolution that meets both your needs and those of your patient.

I am a doctor providing medical services and/or Independent Medical Examinations (IME) for WorkCover. Will workers be screened for risk of contact with the virus before they come to the appointment?

We advise workers to notify their treating provider(s) and/or any WorkCover referred provider(s) before attending any appointments if:

  • they have been overseas in the last 14 days and are feeling unwell
  • they are required to or are already self-quarantining
  • they have been overseas and are feeling well, and are required to self-quarantine for 14 days from the date you arrived in Australia
  • they have been in close contact with someone who already has COVID-19
  • they are already self-quarantining, and if you start to feel unwell and develop any symptoms at all, but especially a fever or shortness of breath, a cough or a respiratory illness.

We advise our medical practitioners to be guided by advice from the Queensland Government and their relevant medical associations (such as the AMA or RACGP) and encourage them if they are concerned to ask any relevant questions to the workers prior to the examination.

I am an allied health provider who undertakes treating and rehabilitation services and/or return to work (RTW) services for WorkCover. Will workers be screened for risk of contact with the virus before the service is delivered? Is WorkCover screening workers before they come to see me?

We advise workers to notify their treating provider(s) and/or any WorkCover referred provider(s) before attending any appointments if:

  • they have been overseas in the last 14 days and are feeling unwell
  • they are required to or are already self-quarantining
  • they have been overseas and are feeling well, and are required to self-quarantine for 14 days from the date you arrived in Australia
  • they have been in close contact with someone who already has COVID-19
  • they are already self-quarantining, and if you start to feel unwell and develop any symptoms at all, but especially a fever or shortness of breath, a cough or a respiratory illness.

We advise our allied health practitioners to be guided by advice from the Queensland Government and their relevant allied health associations (such as the APA or ARPA) and encourage them if they are concerned to ask any relevant questions to the workers prior to the service is undertaken.

As a treating allied health provider, are there any considerations in relation to being able to deliver treatment and rehabilitation services via other methods given potential restrictions due to COVID-19?

Each claim scenario will need to be individually addressed on its own set of circumstances.

As an allied health provider, you should always follow current COVID-19 guidelines from the Queensland Government and the Australian Government and any discipline specific professional association guidelines and resources.

The current Allied Heath Table of Costs already provides the ability to utilise telehealth a method of service delivery.

Given the immediate nature of the potential barriers to deliver these important services to our customers whilst supporting you, WorkCover is continuing to explore and approve options to deliver allied health services via telehealth.

NB. Allied health telehealth services are restricted to video consultations only and requires prior approval from WorkCover Queensland.

Please refer to your profession specific Allied Health Table of Costs for more information.

If I have received a referral to undertake RTW Services on a claim, are there any considerations in relation to being able to deliver this service via other methods given potential restrictions due to COVID-19?

Each claim scenario will need to be individually addressed on its own set of circumstances.

The ability to deliver the service in person may be restricted for a number of reasons including:

  • workplace/employer guidance on entering workplace environment at this point in time or even mandatory shutdowns
  • worker being requested to self-isolate due to potential exposure or confirmed diagnosis
  • certain restrictions on travel with all parties, including your own business and staff directives in relation to COVID-19.

As a RTW Services provider, you should always follow current COVID-19 guidelines from the Queensland Government and the Australian Government and any discipline specific professional association guidelines and resources.

You should ensure that the service can be safely provided in relation to COVID-19 ie. reducing risks to the worker, the employer/workplace and to you as the provider.

There is a need to offer some flexibility in your approach to delivering the requested service given the current COVID-19 environment. This might include a better understanding of the following:

  • identifying if there is an injury management and/or health, safety and wellbeing practitioner or a rehabilitation and return to work coordinator in the current workplace who could assist with the service delivery and process
  • availability of existing information to assist with the RTW process eg. photos of the workplace and job tasks, work capability checklists, job task analysis
  • past employer experience and knowledge of work-related injuries, RTW  and suitable duties
  • the nature of the injury itself
  • the worker and employer agreeable to an alternative service delivery method or approach
  • technology capability of the various parties eg. access to Skype, teleconferencing or video conferencing etc.

The RTW Services Table of Costs already provides telehealth as a method of service delivery.

Currently, telehealth services are restricted to video consultations only.

Given the immediate nature of the potential barriers to deliver these important RTW Services to our customers whilst supporting you, WorkCover is able to explore and approve options to deliver RTW Services via telehealth including both video consultation and/or phone consultation methods.

This requires prior approval from the referring Customer Advisor

This revised temporary option will be reviewed and monitored as the COVID-19 situation further develops.

If you have any queries, please contact the referring Customer Advisor and/or your WorkCover relationship manager.

Please refer to the RTW Services Table of Costs for more information.

Where can I find billing information regarding my patient’s claim?

Provider Connect, our online portal is designed specifically for our network of medical and allied health providers, and other providers who do business with us. The portal enables you to do your invoicing online, view invoices and remittances, check for a claim status, and more.

A number of ‘How to’ guides are available to help you get started.

Login now or Register for Provider Connect

If you’ve forgotten your login details, follow this link to reset your password or call us on 1300 362 128.

Last updated
06 April 2020

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