Eight injury reporting system ‘must-haves’

Features of an effective reporting system:

Be easy to use

A system that is easy to use, known and available, and simple to follow is more likely to be used in a timely fashion.

Be personable

Getting the system and paperwork right may be important. However, the quality of the interaction sets the scene for further case management. An approach that fosters early care and quality interaction with the employee delivers the best results. Organisations that spend considerable time and energy dealing with long-term claims can make major improvement to their results by developing systems that start the claim process with a partnership approach.

Avoid delays

Late reporting increases the time a person remains off work and increases claim costs. A sensible benchmark is for 95% of cases to be reported within 24 hours.

Elicit the right information

Misunderstandings cause significant problems and are a major contributor to poor long term outcomes. Obtaining a clear early picture of what has occurred, the influencing factors, and input from relevant staff prevents misunderstandings and unnecessary claim actions and disputes.

Share relevant information

Early sharing of case information starts the process of involving key stakeholders. Supervisors, treating practitioners, health and safety staff, human resources, claims managers and department or senior managers should all be briefed on cases as part of the reporting system.

Foster employee satisfaction

Employee satisfaction has a major influence on outcomes. An employee who feels they are an integral part of the process, has a say in the system, and understands the process is more likely to return to work. Reporting systems that promote communication and care reduce unnecessary work disability.
Uncertainty about procedures, frustration, a negative offhand comment by a supervisor during the reporting process, and verbal injury reports being ignored are major contributors to drawn out, adversarial claims.

Trigger early rehabilitation

Injury reporting may be followed by first aid, medical treatment, or time off work. The earlier care is provided the earlier systems can be activated. Reporting systems should trigger early management of treatment and return to work management.

Collect information about cost centre allocation

Allocating costs to specific departments or other relevant cost centres allows the organisation to track problems and trends. Ideally costs should be tracked to the supervisor level. This is because the supervisor or line manager plays a very important role in determining whether return to work outcomes are positive or negative. The injury report should include cost centre information, comprising both employer costs and costs paid by the insurer or Work Cover agent.