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Successful implementation of psychosocial matched care depends on having an adequate workforce trained in providing psychosocial counselling aimed at helping injured workers to manage the various contributors to their injury-related concerns. While there is overlap with other counselling and supportive approaches, psychosocial counselling for injury-related problems (like persisting and troubling pain) is a distinct field requiring specific expertise. It is based on clear identification of psychosocial barriers and risks to recovery, with interventions that are targeted, practical and tailored to these barriers.

Provider types

A broad range of healthcare professionals can deliver psychosocial counselling with appropriate training and accreditation. These include:

•Psychologists and counsellors

•General practitioners

•Physiotherapists

•Occupational Therapists

•Rehabilitation Counsellors

•Other allied health professionals

Service delivery models vary. Some providers specialise exclusively in psychosocial counselling, while others integrate it into their existing practice. Both large rehabilitation providers and smaller practices may offer these services through appropriately trained staff. But it is critical that all those involved in working with injured workers are able to work in an interdisciplinary and collaborative manner.

Provider arrangements

Effective implementation requires clear service arrangements between insurers and providers. Key considerations include:

•Formal service agreements outlining expectations for psychosocial counselling

•Established communication channels and referral systems

•Automated processes where possible to ensure consistency

•Collaborative partnerships that allow for program refinement

•Regular evaluation of effectiveness using pre- and post-intervention measures (such as ÖMPSQ-SF)

Training and accreditation and quality assurance

While formal accreditation systems are still developing, providers should demonstrate:

•Understanding of the psychosocial matched care framework

•Focus on present-focused, solution-oriented interventions

•Adherence to the recommended model of up to six sessions

•Completion of relevant training

While accreditation is determined by policymakers, some comments based on evidence and experience are in order.  Accreditation ensures providers understand how their work aligns with the overall psychosocial matched care approach, particularly its focus on present-oriented solutions and the targeted intervention of up to six sessions.

While training options have been limited, two major programs are expected to be available in the months after this report is released.  

Through federal government funding, Professor Michael Nicholas has led a national consortium of researchers and practitioners in the development of online healthcare provider training in the skills needed for delivering a biopsychosocial approach to helping people in pain reduce the impact of pain on their lives. Although developed under the national chronic pain management initiative, the principles and training are directly applicable to personal injury cases and all healthcare professionals dealing with people experiencing painful injuries should be encouraged to undertake it.

The course goes under the name of OPEN (Online Pain Education Network). It uses case examples and covers a range of key skills aimed at enhancing functional outcomes in those being treated. The skills include conducting a biopsychosocial assessment of a person in pain, effective communication skills with people in pain, interdisciplinary teamwork, combining self-management and pain medication, and teaching practical pain self-management skills. As the course is online, it can be completed at the convenience of each participant over several weeks.  In total, the course comprises 15 modules, each taking approximately 60-90 minutes to complete. Participants must practice the skills learned in each module between sessions, with a minimum of 15 hours required to complete the course.  The course will offer two types of certifications: one for course completion and another for competency assessment. The competency assessment will require participants to demonstrate their skills in a practical setting. OPEN will be launched in July 2025 at the NSW Parliament during National Pain Week.

The Australian Society of Rehabilitation Counsellors (ASORC) has developed an online Biopsychosocial Rehabilitation course for rehabilitation counsellors and other professionals.  Developed by Dr Pam Garton the 7-hour micro-credential course comprises 4 modules plus a learning assessment and interactive workshop, to upskill practitioners to integrate structured biopsychosocial rehabilitation including assessment and coaching into their service delivery.

Data collection and evaluation

Despite IT challenges, we strongly recommend:

•Systematic capture of psychosocial screening data

•Recording of pre- and post-intervention measures

•Specific item numbers for psychosocial counselling services

•Regular evaluation of program effectiveness and value

This approach represents high-value healthcare but requires robust implementation to maintain quality and prevent drift into low-value interventions.

Ideally in the longer term we will have similar measures used by different providers, which will enable comparison of effectiveness. As an example, pre-post short form Örebro scores provide a very useful measure of counselling's effectiveness. This can be further enhanced by broader review of additional psychosocial assessment tools.

Validated psychosocial questionnaires should be used in the initial assessment of injured workers, evaluation of the outcomes of interventions delivered, and in monitoring of effectiveness as well as monitoring of efficiency.  As an example, lowering the ÖMPSQ-SF score to below the risk rating level of 50/100 is a positive result, whereas minimal or no change in the score suggests the approach has not been effective.  

Several service providers have developed evidence-based approaches to psychosocial matched care. Case studies of these implementations are provided in Section V, highlighting different delivery models, integration approaches, and outcome measurements