Best practice injury management – how to show ‘em you mean business! Brett Solomon Trent Forno...

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!

Best practice injury management – how to show ‘em you mean business! Brett Solomon Trent Forno...

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