Element 5 - Review and Continuous Improvement
To benefit from past experiences, the processes and outcomes should be reviewed and the system should be continually improved.
Use the links below to navigate through Element 5, or you can view the single page print version.
Continuous improvement
Reporting
- Reporting rehabilitation performance to board or executive
- Audit program outcomes are reported to Comcare
Action plan for improvement
When you have completed Element 5, use the Element summary sheet [doc] to help you create an action plan.
Continuous improvement - Promoting a continuous improvement strategy for providing appropriate remedial action identified by audits
Why is this important?
To maintain continuous improvement, the suitability and effectiveness of your rehabilitation management system needs to be continually reviewed. The benefit of this is that an effective rehabilitation management system supports overall improvement in return to work performance.
The continuous improvement strategy should provide appropriate remedial action, as highlighted in audits.
An organisation's management should review and evaluate their rehabilitation management system at defined intervals. The scope of the review should be comprehensive, though not all elements of a rehabilitation management system need to be reviewed at once and the review process may take place over time.
Examples of success
The list below features some ways to demonstrate success in this element. You can also add other examples. When you identify areas for improvement, include an action, when it needs to be completed and who is responsible.
Download the Examples of success template [doc]
Examples:
- The rehabilitation management system review program includes a review schedule
- Procedures define the process and intervals for review of the rehabilitation management system
- Policies and procedures have review dates
- Reports or rehabilitation management system reviews include recommendations for action
- Minutes of review meetings are held on filed
- Evidence of changes made as a result of reviews exist (These could include organisation restructures, reassignment of responsibilities or reallocation or resources)
- Improvement in performance measures (internal KPIs, Safety, Rehabilitation and Compensation Commission indicators)
- The rehabilitation management system review program includes a review schedule.
How can we improve?
Case study16
In working toward their vision of becoming a world leader in their field, Linfox Australia Pty Ltd and Linfox Armaguard Pty Ltd have invested significantly in resources to improve rehabilitation and return to work practices over the past two years.
Research highlighted a number of focus areas for Linfox Armaguard to address in the development of its return to work model.
Linfox Armaguard developed a return to work process designed to help rehabilitation and case managers prioritise and focus work processes on the key requirements for the life of an open case. At the same time, the business line was engaged to facilitate the necessary assistance throughout a claim.
- Virtual pay report
- A charge back model designed to help branches understand the hidden costs associated with rehabilitation and return to work
- Internal case reviews on a monthly and six-weekly basis
- Formal reviews of high cost cases or those where an employee is away for more than eight weeks
- Development and use of a job dictionary
- A major claims conference designed to bring together all parties involved in the process to have an open dialogue concerning case progression and requirements.
The introduction of these processes has resulted in a 'user-pays' premium allocation and significant cultural change at the management level. It has also achieved a major improvement in communication and understanding with regard to rehabilitation and return to work. It has improved leadership engagement with safety committee members and health and safety representatives, and an increased awareness and understanding of the impact of an injury to an employee, and the business.
Statistically, Linfox Armaguard has recorded significant reductions in incapacity. These can be attributed to the new model.
There has been a reduction in the number of cases reaching 30 days of incapacity by:
- Linfox Australia – 40 per cent
- Linfox Armaguard – 60 per cent.
There has been a reduction in the number of cases reaching 60 days of incapacity by:
- Linfox Australia – 54 per cent
- Linfox Armaguard – 80 per cent.
16 2007 SRCC Safety Awards
Reporting - Reporting rehabilitation performance to board or executive
Why is this important?
Senior management's commitment to rehabilitation is vital to the improvement of rehabilitation management systems. To achieve ongoing improvements, commitment must extend beyond satisfying minimum regulatory requirements. The process is more likely to be effective if the senior executive is actively involved in reviewing the rehabilitation system outcomes and if prompt corrective action is taken to rectify any identified deficiencies.
Examples of success
The list below features some ways to demonstrate success in this element. You can also add other examples. When you identify areas for improvement, include an action, when it needs to be completed and who is responsible.
Download the Examples of success template [doc]
Examples:
- Minutes or agenda of board or executive meetings are filed
- Role descriptions demonstrate senior leader rehabilitation responsibilities
- Quarterly or annual reports highlight rehabilitation performance
How can we improve?
Better practice tips17
- Make OHS and injury management a standing item on agendas of executive meetings.
- Have a senior executive who is accountable for the effectiveness of the organisation's OHS and injury management systems.
- Consider OHS and injury management implications when developing organisational change, human resource and performance management strategies.
- Allocate resources to identify, assess and remedy areas of risk.
- Require line managers to report to the executive on workplace injuries, the steps taken to prevent further injury, and the rehabilitation support provided to injured employees.
- Report on progress in quarterly or annual reports.
- Invite the claims insurer or injury management service provider to address the executive meeting on your organisation's injury and claim trends and costs.
17 Government leaders, Safety leaders: Joint ASCC and Comcare publication
Reporting - Audit program outcomes are reported to Comcare
Why is this important?
Reporting to an external authority encourages strong accountability for rehabilitation performance. Currently, licensees are required under the licensee improvement program (LIP) to report their audit outcomes to Comcare.
Premium payers are encouraged to strive to achieve better practice by reporting audit outcomes to external stakeholders. Suggested tactics include reporting audit outcomes in annual reports, to Comcare and to their relevant Minister.
Examples of success
The list below features some ways to demonstrate success in this element. You can also add other examples. When you identify areas for improvement, include an action, when it needs to be completed and who is responsible.
Download the Examples of success template [doc]
Examples:
- Copies exist of relevant rehabilitation reports (e.g. licensed self-insurers improvement program report)
- Rehabilitation management system identifies audit requirements and how they will be reported
How can we improve?
Better practice tips
Audit outcomes should:
- identify the rehabilitation management system being audited
- comment on the use of approved rehabilitation providers
- comment on the use of in-house programs
- identify new initiatives during the past 12 months
- explain the performance against indicators
- provide an overall summary and recommendations for improvement
- highlight targets for the next year.