Case studies of treatment provider approaches > LeapForward as a primarily digital provider

Provider overview

LeapForward offers an digital-first approach to psychosocial matched care through a 6-week program delivered primarily via a mobile application. The program integrates principles from Lifestyle Medicine and Positive Psychology, creating a scalable intervention that combines AI-driven interactions with human coaching support when needed. This hybrid delivery provides accessible psychosocial support with the human support for complex cases.

Claims outcome data is not available for assessment though a digital option may be useful for workers who do not wish to have formal counselling.

Staffing and expertise

LeapForward employs a tiered professional support structure:

•AI-powered virtual health coach: Provides daily interactions, goal tracking, and routine check-ins with clients

•Human coaches: Qualified mental health professionals who provide intervention when AI detects distress signals or when users require additional support

•Clinical oversight team: Ensures program content remains evidence-based and that appropriate escalation protocols are maintained

This staffing model enables resource allocation by allowing the AI component to handle routine interactions while reserving specialised human coaching for situations requiring clinical judgment or more complex support.

Referral and assessment approach

LeapForward accepts referrals directly from insurers or employers, targeting workers with incapacity at the time of claim lodgement. Their assessment methodology includes:

•Digital onboarding process: Users download the app and complete registration

•Validated assessment tools: Initial screening includes three established measures:

oWHO Five Wellbeing Index (WHO-5)

oKessler Psychological Distress Scale (K10)

oGeneral Self-Efficacy Questionnaire (GSEQ)

•Continuous monitoring: Daily mood and stress checks with follow-up triggered by responses that exceed threshold values

This approach allows for both initial baseline assessment and ongoing monitoring throughout the intervention period, supporting responsive care based on changing client needs.

Treatment delivery model

LeapForward's intervention is delivered through a structured 6-week program featuring:

1.AI-driven daily interactions: Consistent engagement with personalised content and regular check-ins

2.Behaviour change techniques: Evidence-based approaches including:

•Goal setting and action planning

•Problem-solving strategies

•Cognitive techniques for managing negative thoughts

•Self-monitoring practices

•Social support activation

•General health improvement methods

3.Human coach escalation protocol: Immediate transfer to human coaches when:

•System detects elevated distress or risk indicators

•User responses exceed predetermined thresholds

•Client specifically requests human interaction

This model supports consistent delivery of core intervention content while providing safeguards for situations requiring human clinical judgment.

Integration with insurers and employers

LeapForward's digital platform enables integration with existing claims processes:

•Direct referral capabilities: Digital referral pathways from insurers and employers

•Secure data sharing: Outcome tracking and progress reports provided to stakeholders

•Regular reporting: Automated reporting on engagement, progress and outcomes

•Implementation support: Training resources for claims teams on referral processes and program benefits

The digital nature of the service enables comprehensive data collection on usage patterns, engagement levels and outcomes, supporting both quality improvement and return on investment analysis.

Quality assurance

LeapForward maintains quality through a continuous improvement framework:

1.Systematic data collection:

oUser engagement metrics

oStakeholder feedback

oOutcome measures at multiple time points

2.Regular analysis:

oIdentification of improvement opportunities

oContent effectiveness evaluation

3.Iterative implementation:

oProgram content refinement

oDelivery process optimisation

4.Continuous monitoring:

oOngoing evaluation of effectiveness

oRegular quality checks

This framework has been validated through a University of South Australia retrospective analysis that confirmed positive mental health and return to work outcomes.

Program outcomes [18]

LeapForward has demonstrated strong engagement and positive outcomes:

•Engagement metrics:

o77% of workers remained engaged for the full 6-week program

oHigh completion rates of daily mood and stress checks

•Mental health improvements:

oOver 70% reported enhanced wellbeing indicators

o64% experienced reduction in psychological distress

oSignificant decreases in depression and anxiety levels

•Return to work outcomes:

o42% reported reduced anxiety about returning to work

o81% either returned to work or were ready to do so by program conclusion

oIncreased proportion of participants actively working post-program

Implementation considerations

When considering this option organisations should evaluate:

•Digital literacy requirements: Whether their worker population has sufficient comfort with mobile applications

•Technological infrastructure: Ensuring workers have appropriate devices and connectivity

•Integration capabilities: How LeapForward's platform connects with existing claims management systems

•Cultural fit: Whether the digital-first approach aligns with organisational preferences for service delivery

•Support for complex cases: Understanding the escalation protocols and capacity for human coaching when needed