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Medical and Allied Health provider FAQs

Coronavirus (COVID-19)

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

Lodging 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.

Health, safety and delivering treatment

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 (PDF, 0.05 MB).

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

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.

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 they arrived in Australia
  • they have been in close contact with someone who already has COVID-19
  • they are already self-quarantining, and if they 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 and allied health practitioners to be guided by advice from the Queensland Government and their relevant medical or allied health association (such as the AMA, RACGP, APA or ARPA) and encourage them if they are concerned to ask any relevant questions to the worker prior to the examination/treatment.

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.

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.

As a treating medical or allied health provider, you should always follow current COVID-19 guidelines and directions from the Queensland Government and the Australian Government, any discipline specific professional association guidelines and resources and their registration body (such as AHPRA)

If you are treating a worker with a current workers’ compensation claim, then you need to advise the worker upfront on your position so they can arrange alternative options for their ongoing treatment and rehabilitation if required.

Please note: If a worker’s vaccination status stops them from meeting their commitments and responsibilities, WorkCover will need to work together with the worker to find a suitable solution.

As an IME, RTW services or audiology WorkCover referred services provider, you should always follow current COVID-19 guidelines and directions from the Queensland Government and the Australian Government, any discipline specific professional association guidelines and resources and their registration body (such as AHPRA)

You will need to advise your WorkCover representative immediately on your position in relation to referrals for unvaccinated workers.

Your WorkCover representative will then work with you to better understand this position and best manage future referrals and services.

If you are referred a worker to assess and/or deliver services at the request of WorkCover, you need to advise the worker upfront on your position in relation to vaccination status, so alternative options for the delivery of these services can be explored if required.

Please note: If a worker’s vaccination status stops them from meeting their commitments and responsibilities, WorkCover will need to work together with the worker to find a suitable solution.

Treatment while in quarantine

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.

Cancelled treatment

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.

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.

Vaccination

The Queensland Government has mandated COVID-19 vaccinations for all private healthcare staff across the state, including staff working in hospitals, aged care and disability services under the Workers in a healthcare setting (COVID-19 Vaccination Requirements) Direction to ensure more protection for vulnerable Queenslanders.

The Direction extends to health professionals, contractors, independent third-party providers, and employees or volunteers engaged by external agencies. It applies to a vast range of healthcare settings including private hospitals, day surgeries, GP clinics, pharmacies, optometrists, private nurse offices, allied health clinics, dental surgeries, and private pathology centres. The Direction also applies to in-home aged care, disability support services, not-for-profit and NGOs providing public healthcare services.

This Direction is effective as at 15 December 2021.

WorkCover expects all private healthcare providers who are delivering treating services to workers and/or delivering WorkCover referred services to follow current COVID-19 guidelines and directions from the Queensland Government and the Australian Government, any discipline specific professional association guidelines and resources and their registration body (such as AHPRA).

This includes the Workers in a healthcare setting (COVID-19 Vaccination Requirements) Direction.

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

More information on the Direction can be found on the Queensland Government website.

WorkCover will only consider requesting information about worker’s vaccination status where relevant for the purpose of facilitating and arranging independent medical examinations, treatment, rehabilitation and return to work; and in circumstances where health practitioners may require a worker to be fully vaccinated to participate in these services.

Workers who have a current workers’ compensation claim have certain commitments and responsibilities for their rehabilitation and return to work. This means working with WorkCover, their employer and treating and referred medical and/or allied health providers.

If the worker’s vaccination status stops them from meeting their commitments and responsibilities, then they may be asked to disclose their vaccination status, so we can work together to find a suitable solution.

Invoicing

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.