Choosing a workplace rehabilitation provider

Workplace rehabilitation providers can play a key role in injury prevention, early intervention, and supporting employees to remain at or return to work after an injury. You can use these tips to guide your decision making, whether you're selecting a provider for the first time or considering one your organisation has used previously.

What to consider when selecting a workplace rehabilitation provider

Employee-centred approach

Services which are centred on the employee, take account of employee requirements and empower the employee in their recovery are essential to improve return to work outcomes. A provider who actively involves the employee in the process can build trust, improve engagement, and support better outcomes. A good provider will also ensure collaboration between the employee, their treating practitioner, business and the rehabilitation case manager.

What you can do

• Ask about their approach to engaging with the employees they support.
• Consider whether they show empathy, flexibility and offer tailored support in your interactions with them.

Relevant expertise

A provider with experience in the relevant injury type (e.g. psychological or musculoskeletal), service, intended outcomes (e.g. return to work or return to independence), and industry context will provide more targeted and effective support.

What you can do

• Review Comcare’s directory of approved workplace rehabilitation providers, the provider’s website, service offerings, and staff qualifications
• Ask for (deidentified) examples of similar cases they’ve managed
• Check if they have discipline-specific consultants available (e.g. psychologist, occupational therapist) but keep in mind that while the qualification may be valuable, you should also consider background and other relevant experience and skills to ensure the right match for your employee.

Track record of outcomes

A provider’s past success can indicate their ability to support timely, sustainable return to work outcomes.

What you can do

• Ask about their return to work rates or performance data.
• Request client references or feedback (including from other employers, and employees).
• Speak with colleagues who have worked with the provider.

Communication and collaboration

Good communication helps ensure a smooth process, promotes understanding, and supports shared decision-making.

What you can do

• Pay attention to how responsive and clear they are when you first make contact.
• Ask how they typically communicate progress (e.g. case updates, stakeholder meetings, reports).
• Confirm their approach to engagement with key stakeholders, including the employee and treating health practitioners.

Responsiveness and timeliness

Delays in assessments or planning can negatively affect recovery and return to work outcomes.

What you can do

• Ask how quickly they can accept and action referrals.
• Check their availability for site visits or assessments.
• Review service level agreements or typical turnaround times.

Location and availability

A provider who can visit the workplace regularly and who understands the local labour market (for redeployment and vocational services) may offer more relevant and timely advice.

What you can do

• Ask if they have consultants based in the employee’s region.
• Confirm whether they can conduct onsite visits as needed.
• Check if they understand the local job landscape for redeployment or vocational services.

Workplace fit

Providers who are familiar with your organisation’s industry, culture and roles may be able to offer more practical, context-specific recommendations.

What you can do

• Consider providers who have previously worked well with your team.
• Ask if they understand your operational environment and challenges.
• Consider feedback from supervisors or managers who have worked with them.

Privacy, use of artificial intelligence (AI) and information security

Workplace provider providers manage sensitive personal and health data. It is critical to ensure this information is always protected and managed in keeping with Australian Privacy Principles.

Agencies are encouraged to ask providers how employee information is collected, used and handled. With the increasing use of AI tools or digital systems in service delivery, agencies may also wish to ask about an organisation’s use of those tools and, if so, their approach to transparency and disclosure around AI use.

What you can do

Confirm their data privacy and security policies and practices meet legal and ethical standards.

• Ask how things like reports and plans are managed. Are these handled in house or by a third-party provider? If administration of reports is handled by a third-party provider - where is that third party provider located, and what data can they access.
• Ask whether the provider uses AI tools (e.g. for case load allocation/management, note taking, assessments or report writing) and how decisions are made. Consider whether their policies and practices align with those of your own organisation.
• Ask what controls and safeguards they have in place to protect their data from unauthorised access, mishandling or misuse and what steps and remediations they would take in the event of a breach, data spill or other privacy incident. Consider whether their controls, policies and procedures align with your own organisation’s standards and risk tolerance.
• Consider whether your organisation needs any additional requirements or restrictions around privacy, information security, or AI usage – these can be included in your contracts, work orders or service level agreements with the WRP.