Table 2 Indicators by stakeholder and action area PoC indicators Employer indicators Insurer / agent System indicators indicators Action area 1: Developing management practices for psychological claims Empowerment and Premiums. Communication and RTW rate. satisfaction. relationships. Worker productivity. Claims costs. Timely access to Assessment and risk Costs associated with Number of days treatment, injury identification. making reasonable between lodgement management and work adjustments. RTW planning. and eligibility decision. rehabilitation services. Satisfaction with claims Implementation Proportion with an RTW as well as health process and of services. appropriate claim and and social outcomes. communication. injury management/ Timely and appropriate PoC perception of rehabilitation strategy Disputation level. assistance for the PoC. communication: in place. proactive, timely, The number of days Monitoring and review. Proportion with responsive, between lodgement sustainable recovery/ Disputation and collaborative. and eligibility decision. RTW. dispute resolution rate. Proportion with an Proportion of claims appropriate claim and with GP/ employer injury management/ case conferences. rehabilitation strategy in place. Affordability, efficiency and sustainability of Proportion with the sustainable recovery/RTW. arrangements. Action area 2: Optimising claims management Higher PoC Improved Training provided to satisfaction and social communication and case managers. and health outcomes. collaboration with Higher staff employers, treating satisfaction practitioners and and reduced stakeholders. turnover among claims managers. Improved use of specialist expertise and decision-support tools to inform decision making. Reduced time spent on eligibility decisions. More timely decisions and action on claims.
Table 2 Indicators by stakeholder and action area PoC indicators Employer indicators Insurer / agent indicators System indicators Action area 1: Developing management practices for psychological claims Empowerment and satisfaction. Timely access to treatment, injury management and rehabilitation services. RTW as well as health and social outcomes. PoC perception of communication: proactive, timely, responsive, collaborative. Premiums. Worker productivity. Costs associated with making reasonable work adjustments. Satisfaction with claims process and communication. Disputation level. The number of days between lodgement and eligibility decision. Proportion with an appropriate claim and injury management/ rehabilitation strategy in place. Proportion with sustainable recovery/RTW. Communication and relationships. Assessment and risk identification. RTW planning. Implementation of services. Timely and appropriate assistance for the PoC. Monitoring and review. Disputation and dispute resolution rate. RTW rate. Claims costs. Number of days between lodgement and eligibility decision. Proportion with an appropriate claim and injury management/ rehabilitation strategy in place. Proportion with sustainable recovery/ RTW. Proportion of claims with GP/ employer case conferences. Affordability, efficiency and sustainability of the arrangements. Action area 2: Optimising claims management Higher PoC satisfaction and social and health outcomes. Improved communication and collaboration with employers, treating practitioners and stakeholders. Training provided to case managers. Higher staff satisfaction and reduced turnover among claims managers. Improved use of specialist expertise and decision-support tools to inform decision making. Reduced time spent on eligibility decisions. More timely decisions and action on claims.
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