Best practice injury management – how to show ‘ em you mean business!

Best practice injury management – how to show ‘em you mean business!

Brett Solomon Trent Forno

19 March 2013


• One type of ‘injury management’ experience

• A different perspective

• Which makes more business sense?


• One type of ‘injury management’ experience ...



• A different perspective ...• Like sport, you must:

Injury management rule book• Must provide suitable

duties• Must pay

compensation (weekly benefits and medical expenses)

• Must not dismiss within 12 months of injury (solely or mainly because of the injury)

• Must have the worker assessed for permanent impairment if they request

• Must treat the worker’s information with sensitivity and confidentiality

Injury management rule book• Must not use a

workers’ compensation document for a purpose related to employment

• Must not dismiss worker while on a ‘temporary absence from work due to injury’

• Must afford the worker equal opportunity and not unlawfully discriminate

• Must not take ‘adverse action’ against the injured worker

Injury management rule book• Must not unfairly

dismiss the worker• Must comply with pre-

court procedures if a Notice of Claim is brought

• Must pay damages where settlement or judgment in worker’s favour

• Must comply with conditions of licence if self-insured


• What can happen if you don’t play by the rules ...


• However ... just like sport, rules shouldn’t stop you from positive endeavour!


• So how should you pursue positive endeavour within the rules?• Engage with the worker in the injury

management process ASAP• Remember, “every day counts – must have

a sense of urgency” (Therese Rein – Day 1)• Clearly state your intent – eg “My

number one goal is to help get you safely back to work” • Remember, “work really matters to people”

(Therese Rein – Day 1)


• Don’t let the worker think you’re trying to screw them over – they’ll immediately disengage!

• Actively involve stakeholders at all levels (Dr Christine Randall – Day 1)• High level risk meetings with senior site

management focussed on an integrated solution (Steve de Kruijff – Day 1)

• Focus on achieving outcomes rather than on claims management (Dr Christine Randall – Day 1)


• Be flexible and open-minded ...


• Be open and honest with the worker – let them know where things stand

• Update the worker on progress – eg a need to change the rehab goal

• Try and understand where the worker is coming from with their rehab – their fears, aspirations etc• Tap into positive worker’s energy; explore

their fields of fascination (Therese Rein – Day 1)


• Avoid pre-judging the worker based on unsubstantiated views about their credibility• Remember, secondary gain is very rarely

the worker’s motivation• Don’t allow yourself to get too

frustrated! Hang in there and stay focused

• Be decisive - difficult discussions don’t become any less difficult through procrastination


• Surround yourself with like-minded people – doctors, physios, investigators and yes, even lawyers!• Multidisciplinary intervention one of the

features of a successful IM system (Dr Christine Randall – Day 1)

• Be emotionally intelligent ... or at least try to be!


• Above all else ... act at all times in good faith and in a non-adversarial way


• Why it all makes good business sense• Goodwill• Loyalty• Reputation• Productivity• Cost savings• Coz it feels right!

Documents

Best practice injury management – how to show ‘ em you mean business!