Workplace rehabilitation provider standards

• reflects the intent of the Queensland Workers’ Compensation and Rehabilitation Act 2003 and Workers’ Compensation and Rehabilitation Regulation 2003  as well as the Q-COMP Return to work services table of costs and guidelines; and

• incorporates the following key principles of workplace rehabilitation:

• early intervention and assessment to identify the employee’s return to work needs (including consideration of the physical, personal, social and environmental factors that influence return to work).

• employee participation in return to work planning and empowerment of the employee to be actively involved in their rehabilitation

• a primary focus of return to work to the same, modified or a different job with the original employer

• proactive management of the return to work plan and effective coordination with all key stakeholders

• an assessment and planning process which is workplace focussed

• rehabilitation activities that are evidence-based and specific to the injured employees need

• rehabilitation goals that are functional and focussed on return to work outcomes with goals that are specific, measurable, achievable, relevant and aligned with evidence based recovery timeframes.

Providers should also ensure that they:

• comply with current State and Commonwealth privacy legislation
• abide by relevant ethical, code of conduct and information privacy principles that are either associated with their relevant Health Registration Board or professional association
• comply with the Standard for Rehabilitation as set out in the Queensland Workers’ Compensation and Rehabilitation Regulation 2003 (ss101-110)
• ensure that no conflict of interest arises when providing rehabilitation services.

Service Standard 2 – Return to work management

Providers are required to:

• ensure the timely acknowledgment within one working day, acceptance and recording of referrals for assessment of an employee’s capability of undertaking a rehabilitation program
• ensure contact with all key stakeholders (worker, rehabilitation and return to work coordinator, insurer case manager, medical practitioner) is made, where possible, no later than three working days after receipt of a referral for assessment
• ensure that an assessment is completed within five working days of receipt of referral. If this timeframe is not achievable it should be communicated to the employer and insurer immediately
• submit general reports within five working days of the service being completed, if requested by the insurer or employer
• submit suitable duties programs within two working days of the assessment being completed
• communicate with the insurer and employer in their preferred method i.e. electronic, telephone or written

• proactively communicate and collaborate with key stakeholders reflecting that communication is a key factor in facilitating a return to work.   This will ensure that the overall plan is based on a shared understanding of:

• the worker’s injury and any relevant medical restrictions as a result of the injury.

• the worker’s capacity to resume pre-injury duties; and

• any personal, social, or environmental factors that may present a risk of delayed return to work, and evidence-based medical recovery timeframes for the condition.

Workplace rehabilitation service delivery practices should demonstrate that the provider fully understands and recognises the rights and responsibilities of the employer and injured worker in the delivery of workplace rehabilitation services.

If requested to develop and monitor the progress of return to work program or suitable duties program, the provider must inform the insurer and employer and any other relevant stakeholders when:

• an injured worker fails to make expected return to work progress
• an injured worker has failed to commence a return to work or suitable duties program or has discontinued a program.

Service Standard 3 – Suitable and durable employment

The primary focus of workplace rehabilitation providers is to assist injured workers to remain at, or return to their pre-injury work.

A provider should, wherever possible, approach the return to work of an injured worker in the following hierarchy:

1. Same job/Same employer
2. Similar job/Same employer
3. New job/Same employer
4. Same job/New employer
5. Similar job/New employer
6. New job/New employer.

A provider should consider whether the employee can return to work in the employee’s pre-injury employment or whether the employee should return to modified or alternative duties with the original employer prior to exploring other vocational options.

Where return to work with the original employer is not possible, the provider may then, when requested by an insurer, assist the employer and the employee to identify suitable alternative vocational options for the employee and facilitate placement into suitable and ongoing alternative employment.
 
Service Standard 4 – Staff and subcontractors

A provider should ensure that individuals employed or engaged by the workplace rehabilitation provider have the qualifications and experience appropriate to the particular service and engage in ongoing professional development relevant to workplace rehabilitation. A provider is responsible for ensuring that any new or inexperienced staff and contractors have appropriate supervision.

A provider should notify the insurer immediately if they become aware of any restrictions placed on an individual employed or engaged by the workplace rehabilitation provider that will affect the ability to provide workplace rehabilitation services effectively. These restrictions may be placed on an individual by the relevant registration board or association or Commonwealth, State and Territory laws.

Service standard 5 – Business and financial responsibilities

Providers are required to:
• ensure that their financial affairs are managed in accordance with financial practices and applicable Commonwealth, State and Territory laws, including keeping correct accounts and full details of all receipts and expenditure
• ensure that all individuals employed or engaged by the provider to provide return to work services are covered by or hold current and adequate coverage for professional indemnity. The provider should hold current and adequate public liability insurance and, if they employ staff, workers’ compensation insurance
• have appropriate record keeping systems that provide for the adequate handling, security and storage of case records, and the tracking and billing of services provided
• invoice according to the requirements of the Q-COMP table of costs and guidelines and in the preferred method of the insurer
• report to the insurer any malpractice/fraud and any restrictions placed upon them by the relevant registration board or association that will impact on their ability to provide return to work services to the insurer.

Service standard 6 – Evidence of compliance with these standards

A provider should ensure that documentation required to demonstrate compliance with these standards is available to the insurer or employer upon request. This may also include samples of reports, functional capacity evaluations, workplace assessments and suitable duties programs.

Providers are also encouraged to consult with insurers and employers to familiarise themselves with any specific requirements that the referrer may have.