Implementation case studies > Navigator Support Program

Practice-based implementation in pilot program with one insurer

Facet	Description
Program outline	•Navigator Support Program •Independent, confidential mental health support program •For individuals who have suffered workplace injuries or motor vehicle accidents •Aims to support trust, overcome barriers to recovery, and prevent secondary psychological injury •Uses a precision medicine approach to screen for emergent symptoms and deploy treatment early
Initial screening / triage	Screening tools: •Psychometric measures including: 1. ÖMPSQ-SF musculoskeletal pain questionnaire 2. Perceived stress scale 3. Impact of event scale Method: •Conducted via telephone by a Navigator counsellor •First conversation typically occurs 2-3 weeks post-injury Protocol: •Patients with reduced capacity for two weeks are referred to the program •Navigators screen for emergent symptoms and psychosocial barriers to recovery •Program targets injured workers with ÖMPSQ-SF scores over 50 (indicating medium to high risk)
Matched care intervention	Overall system: •Regular phone calls to detect emergent psychosocial barriers and provide support •Tiered support approach: 1. Regular check-ins and monitoring 2. Escalated intervention with more frequent touchpoints for those showing signs of distress 3. Therapeutic intervention for those requiring clinical support •Average of at least 4 screen sessions per participant •Average program duration: 15-21.5 weeks depending on insurance context Psychosocial counselling: •Rapid referral to in-house therapists (within 7 business days, usually 2-3) •High-potency targeted treatment for psychological issues as they emerge •Support for a wide range of issues including addiction, grief, trauma, family issues, chronic pain
Training and capacity building	•Navigators are specialists in insured injury with telehealth backgrounds •Experience with support lines like Lifeline, 1800 Respect, and others •Training in "hearing between the lines" and detecting early signs of psychological distress
Continuous quality improvement	•Net Promoter Score of +78 (considered "Excellent") •Independent verification of the program •Collaboration with research institutions including University of Sydney •Machine learning models with 88.2% accuracy in predicting recovery outcomes, chronic pain, and non-compliance •Time series analysis of themes throughout claims processes •Independent actuarial review of program effectiveness
Outcome measures	CGU pilot program evaluation Work capacity certification: •95% return to work rate at 26 weeks Psychometric outcomes (2020-2025 data): •ÖMPSQ-SF score reductions: 22-25% across different insurance contexts •Ability to work: 29-34% improvement •Anxiety: 29-35% reduction •Depression: 23-33% reduction Healthcare costs: •20% lower average medical and lost time cost than control groups •50% lower rate of secondary psychological issues compared to control groups
Results	1.Return to work outcomes CGU pilot •95% return to work rate at 26 weeks •At 12 weeks: 94% fit/restricted in Navigator group vs 82% in control group •At 26 weeks: 97% fit/restricted in Navigator group vs 87% in control group •At 52 weeks: 9% continued fitness maintained in Navigator group

Navigator Support Program — multi‑insurer portfolio data

The following table reports on data from the Navigator Support Program across multiple insurers, examining the results of those with an initial score over 50 on the ÖMPSQ-SF (allows closer comparison with WISE and the EMCAP studies).

Metric	National Insurer X	National Insurer Y	Self-Insured
Average of First ÖMPSQ-SF Score	62	61	60
Average of Last ÖMPSQ-SF Score	48	46	47
Average decrease in ÖMPSQ-SF Score	23% reduction	25% reduction	22% reduction
Average program duration	22 weeks	18 weeks	15 weeks
Ability to Work improvement	31% improvement	29% improvement	34% improvement
Anxiety reduction	30% reduction	29% reduction	35% reduction
Depression reduction	33% reduction	31% reduction	23% reduction