Keep Injured Workers in the Loop to Reduce Claims Costs

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One perennial topic in workplace safety is how to get injured workers back on the job as quickly as possible, and when it is safe to do so. The key, experts say, is to help the injured employee better engage in the workers’ comp system, so they have a better understanding of the claims process and what they can expect from it. Employers that have the best success actually advocate for the injured worker, instead of just giving them the standard booklets on what to expect and then leave them until they are healed up enough to go back to work. That won’t cut it. For many people the workers’ comp system is daunting and when they don’t hear from their claims adjuster or anybody at work about their case for extended periods of time, they get nervous. And if that happens, and they feel adrift, they may seek out legal counsel for their claim, at which point it can spiral out of control for the employer. The trend among forward-thinking employers is to use a few techniques for improving satisfaction among their injured workers, which in turn usually leads to less missed time from work and lower claims costs.   Early treatment Studies by Rand Corp. back up what industrial medicine doctors have known for some time: Getting an early and accurate diagnosis and putting the injured worker on a treatment plan greatly helps them recover faster – and it prevents the misuse of medicines. This fast-track – or sports medicine – approach has the added effect of letting the employee know they are valued and that the employer cares about their swift recovery. One of the most important parts of this early treatment is to get the right diagnosis early, so the doctor can plan a course of treatment.   Speak openly Once an employee is off work for a workers’ comp claim, they can easily start feeling disaffected and lost, particularly if they are left out of the loop about their claim. This is where the employer can step up to show they really care about the worker’s rehabilitation. If you are at any point planning to discuss the claim, the injured worker should be in on the conversation. This is important because some injured workers mistakenly believe their job is at risk after filing a claim, and they may be feeling disaffected with their workplace. Unfortunately too, their treating physician and the claims adjusters will often not have the time to sit down and put the injured worker’s concerns to rest. Your H.R. manager can keep them engaged through education and explaining the processes.   Advocacy Besides advice and someone to listen to for the injured worker, some employers have also taken steps to advocate for their injured employees through the workers’ comp process and representing their interests before the claims adjuster. Employers who have had the best success sit down with the injured worker as early as possible to lay out the entire process for them, from the first doctor’s visit (which they likely have had already at that point) to what to expect when dealing with the claims adjuster. Companies that explain the process can greatly reduce the potential for litigation. The main reason injured workers hire attorneys is that they don’t understand what’s going to happen and they don’t understand the workers’ compensation process. Acting as an advocate for the injured worker, and holding their hand through the process, will go a long way to easing their fears. Third party administrator Sedgwick makes a point of working with injured workers before they undergo surgeries or other medical procedures, in a process they call “prehabilitation.” They talk to them about what to expect during the recovery process, including the type of pain they may experience and what to do about it.   Monitor and explain treatment The proactive employer will stay in touch during treatment and help the worker monitor their process. If the employer is engaged, the injured worker is more likely to stay on track with the treatment regimens prescribed by the doctor. This may involve coordination with the treating physician so that any physical rehabilitation is done with their job responsibilities in mind. A good therapist can also explain why certain exercises are necessary for the injured worker. Also, urge the rehab center and the claims adjuster to ensure that the injured worker sees the same therapist every time.   Stay engaged One way to speed the recovery process along, reduce litigation and lower the chances of the injured worker becoming disaffected is to stay engaged with them. You can communicate with the treating physician, claims adjuster and injured worker about the possibility of the individual coming back to limited or restricted duty. Just remember, your engagement with the injured worker must be done in a way that best meets the person’s needs. Also, if there is friction between the worker and a superior, make sure it’s not their superior that’s engaging with them during this process. You don’t want any undue stress on the injured employee during this sensitive and critical period. Knowing the employer is concerned about their well-being, and is looking forward to their return, can aid recovery.  


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