Service level standards

For return to work and occupation rehabilitation

At WorkCover Queensland we aim to:

• deliver the best possible benefits and services to our injured workers at the lowest cost to employers through rehabilitation and case management, that is based on achieving return to work outcomes as early as is safely possible
• deliver appropriate services efficiently and effectively to injured workers
• maintain clear lines of communication with our providers and work with them to provide focused rehabilitation for our injured workers.

To ensure that we continue to meet these goals it is important that the external providers we engage to perform return to work services meet our service level standards and expectations. These services include development and monitoring of suitable duties programs, return to work facilitation, functional capacity evaluations, and worksite evaluations, as well as the associated reports.

We will randomly audit a provider’s compliance to these service level standards.

These standards have been developed following consultation with the following associations/entities:

• Australian Rehabilitation Providers Association (ARPA)
• Occupational Therapy Association (Queensland division)
• Australian Physiotherapy Association (Queensland branch)
• Australian Psychological Society (Queensland division)
• a selection of providers (including regional providers) who, in the past two years, have delivered a high number of quality occupational rehabilitation services to WorkCover.

To be eligible to complete return to work services for injured workers, all individual providers, including organisations that employ a number of allied health professionals, if audited, are required to provide us with the following:

• registration in the state of Queensland (if applicable for their relevant profession)
• evidence of a minimum of six months experience in occupational rehabilitation (or evidence that professional supervision is provided for at least six months)
• be able to provide evidence of internal quality assurance measures if requested
• if requested, be able to provide examples of reports for services that the provider is stating they will complete, for example worksite assessment, suitable duties program, functional capacity evaluation.

Service standards

Providers who meet the criteria are expected to work within the following guidelines:

• complete assessments within five days of receipt of the referral—providers need to communicate immediately with the referrer should this timeframe not be achievable 
• submit general reports to us within five days of the service being complete and submit suitable duties programs within 48 hours of the assessment being complete
• provide all written communication electronically to the referring customer advisor 
• respond to phone and email communication from WorkCover within 24 hours
• provide EFT details to us for invoicing purposes—payments will only be made by EFT
• lodge invoices within 30 days of the service being completed
• not advise our customers (injured workers or employers) or stakeholders about WorkCover processes.

WorkCover Queensland will:

• respond to phone and email communication from providers within 24 hours
• provide notification of approval (or otherwise) within 48 hours of receipt of the report or request
• attach appropriate and reasonable details to the referral to assist the provider to complete the requested service
• advise the provider of any changes or decisions made that would affect the provider’s involvement in the claim.