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Case study: Evidence-based practice in action – Putting the worker at the centre of their rehabilitation and return to work plan

Everyone benefits when return to work planning is genuinely person-centred and focused on what matters to a worker.

For an employer, this style of planning reduces claims durations and costs, maintains productivity, engages workers and boosts workplace morale.

This case study highlights what putting the worker at the centre of their own rehabilitation and return to work plan looks like in practice, and why it leads to stronger recovery outcomes.

Best practice

  • Ensure return to work planning includes collaboration, empathy, and flexibility.
  • Ask the worker what they can do, and what support they need to return.
  • Respect the worker’s individual goals, capabilities, and circumstances.
  • Build a shared, meaningful, and sustainable recovery pathway, by putting the worker at the centre of their rehabilitation and return to work plan (RRTW plan).
  • Take a person-centred approach ensuring that the RRTW plan and suitable duties program are purposeful and tailored to the individual, their injury and workplace.
  • Consider what alternative duties are available and what reasonable changes can be made temporarily to support recovery and a gradual return to work.
  • Work in partnership and communicate openly with your insurer.
  • Ask your insurer and other support services for help when you’re unsure or require guidance.

Case study

Joe, a warehouse worker recovering from a shoulder injury, achieved a safe and early return to work with the support of his employer.

By engaging in genuine conversation with Joe about his rehabilitation and return to work goal and needs, his employer was able to identify suitable duties and keep Joe connected to the workplace. This helped Joe with his recovery.

Joe’s suitable duties program, developed by his employer, formed part of his overarching rehabilitation and return to work (RRTW) plan.

  • The RRTW plan was prepared by the insurer, in consultation with Joe and his employer and health providers. It outlined Joe’s short and long-term return to work goals, what Joe could do and restrictions as per his work capacity certificate. The plan was reviewed regularly by all stakeholders as Joe recovered.
  • The employer’s rehabilitation and return to work coordinator (RRTWC) developed Joe’s suitable duties program. The suitable duties program is one part of the overarching RRTW plan. The RRTWC asked Joe about the types of duties he felt capable of performing and would be meaningful for him.
  • The RRTWC developed the suitable duties program in consultation with Joe, providing him with a clear understanding of the tasks he would do while he recovered, how long (days and hours) he would do these tasks for, and how the tasks would change as his capacity for work improved.
  • The written suitable duties program gave both Joe and his employer clear direction for Joe’s recovery and return to work.
  • Joe’s RRTWC and supervisor scheduled regular check-ins with Joe to monitor his progress and address any concerns he had while performing suitable duties.
  • Joe’s treating doctor, insurer, and supervisor worked together to review his capacity at agreed timeframes as outlined in his RRTW plan and adjusted suitable duties as Joe’s recovery progressed and his work capacity increased.
  • Having a structured plan increased Joe’s engagement and motivation, as he was an active participant in his rehabilitation process. As a result, Joe was able to successfully return to his pre-injury role.

Why this is important

Everyone benefits when return to work planning is genuinely person-centred and collaborative with the worker. Employers maintain productivity, workers recover faster, and claim durations and costs are reduced.

When a worker is actively involved in planning their return to work, they are more likely to follow the plan and achieve their recovery and return to work goals. Plans that reflect a worker’s lived experience reduce the risk of disengagement or unsuitable duties being assigned.

Person-centred planning also benefits workers and workplaces by:

  • building trust and easing fear round returning to work
  • identifying and addressing recovery barriers to prevent psychological setbacks
  • supporting sustainable and successful return to work outcomes
  • strengthening staff retention and morale
  • fostering a positive and psychologically safe workplace culture
  • improving overall productivity.

What actions can I take now?

Return to work planning starts with a conversation between your insurer, you and the worker.

Take action, and put the worker at the centre of developing their suitable duties program by:

  • asking what tasks they feel comfortable doing, and starting with their strengths
  • considering life context, for example, by asking what the impact of the injury is for them on caregiving responsibilities, transport, and fatigue associated with their recovery. Ask what support may help
  • setting short-term achievable goals to build confidence
  • seeking support. If duties aren’t clear, or you don’t know where to start with planning, ask your insurer for help. Options include engaging a workplace rehabilitation provider – they are experts in return to work planning.
  • celebrate progress, recognise small milestones in recovery.

Your toolkit

Review the National Disability Practitioners What is a person-centred approach factsheet, which includes a video about how to take a person-centred approach.

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Last updated 26 November 2025