Measuring workplace rehabilitation provider performance
Use these practical suggestions on what to track and assess to ensure your workplace rehabilitation providers deliver quality, timely and tailored services that meet the needs of your employees and support successful return to work outcomes.
Timeliness
Number of days between date of referral to first rehabilitation action by the provider
Delays in the rehabilitation process may negatively impact an employee's recovery. Providers should aim to make contact with the employee to start the development of a rehabilitation program as soon as reasonably practicable after receiving the referral and getting all relevant information.
Duration of rehabilitation program
The duration of a rehabilitation program will vary depending on the individual circumstances of the case. This metric should be considered in conjunction with other factors, such as case complexity and program outcomes, to determine if the duration is reasonable.
Rehabilitation and return to work outcomes
Were the goals of the rehabilitation program met?
A key indicator of a rehabilitation program’s success is whether the goals were met. Rehabilitation authorities should also consider whether alterations have been made to the program to change the goals without substantial changes to the employee’s prognosis or circumstances as this may be a sign that the initial goals were not appropriate.
Was the employee at work at the closure of the rehabilitation program?
If the goal of the rehabilitation program was for the employee to return to work in some capacity, then their work status at the program closure is a key indicator of its success.
Was the employee’s return to work sustainable?
Where return to work was the goal of the rehabilitation program, monitoring the employee’s work status at 13 and 26 weeks after closure can provide insight into whether the outcome is durable. A non-durable return to work outcome could be the result of a change in the employee’s injury or circumstances, however it could also indicate that they were returned to work before they were ready or that they are not receiving necessary support to remain at work.
Cost
What is the total cost of the rehabilitation program?
The cost of a rehabilitation program will vary depending on the individual circumstances of the case. This metric should be considered in conjunction with other factors, such as case complexity and program outcomes, to determine if the cost is reasonable.
Did the services provided represent value for money?
Were the provider's prices generally in line with market rates? Were the prices commensurate with the skills/expertise of the consultant, the quality of progress reports and the service and support provided by the provider? Comcare provides fee guidance for workplace rehabilitation provider services that may be used to consider whether the rates are reasonable.
Service provision and quality
Were the qualifications, skills and experience of the consultant appropriate given the nature and complexity of the employee’s injury and circumstances?
A workplace rehabilitation provider consultant will be one of the main supports for an employee in the rehabilitation process and it is important that they are a good fit. Having formal qualifications relevant to the employee’s injury can be very helpful, though it is important to also consider other factors such as their experience, skills, communication style and understanding of the employee’s work environment.
Did the provider give regular updates and respond to questions from the rehabilitation case manager and employee in a timely manner?
A good provider should be available to answer questions/address concerns and responsive to the needs of the employee and rehabilitation authority.
If the provider recommended additional programs or initiatives for the employee, were these recommendations reasonable, appropriate and backed by evidence?
Rehabilitation programs should be tailored to the individual employee and any activities or initiatives outlined in the program should be justifiable and appropriate to the circumstances and should have a measurable impact.
What was the quality of rehabilitation program progress reports?
Rehabilitation program progress reports are an important tool in understanding how an employee is tracking against their rehabilitation goals. A good progress report should be well written, tailored, and should contain enough information to provide you with a clear understanding of the employee’s progress and next steps.
Satisfaction
Was the rehabilitation case manager satisfied with the provider?
The rehabilitation case manager will likely be able to provide valuable qualitative insights on the provider such as frequency and quality of communication, quality of guidance/support received, professionalism, and overall service quality.
Was the employee satisfied with the provider?
Where appropriate, the employee’s views on the provider should be sought. The employee will likely be able to provide valuable qualitative insights such as frequency and quality of communication, professionalism, level of support received and appropriateness of the provider's approach.
