Take Home Messages:

Employers can improve return-to-work outcomes for their injured or ill workers and help to reduce workers' compensation costs by:

• Educating all employees about injury prevention and the workers' compensation system;
• Ensuring injured or ill workers receive prompt treatment from appropriate healthcare providers;
• Communicating with the injured worker about their medical condition, treatment and recovery;
• Establishing a workplace culture of care and concern for injured or ill workers;Facilitating workplace re-entry of injured or ill workers by implementing effective return-to-work programs that include meaningful light-duty or modified jobs;
• Educating healthcare and workers' compensation providers regarding disability management policies and procedures and engaging them as partners in the return-to-work process;

Why the research matters:

Understanding return to work influences helps employers and the community do a better job.

What the research involved:

A survey was commissioned by Intracorp, a Philadelphia-based company that provides healthcare and disability management solutions in the US, to examine the experiences of ill or injured workers with the workers' compensation system.

The survey was conducted by the Gallup Organization and involved interviews with 514 workers across ten US states. The participants had experienced job-related injuries or illnesses within the past three years.

Summary of research findings:

The most common profile for injured workers was men in the labour sector who did not complete college. Newer workers were more likely to experience work-related illness or injuries, with workers employed less than four years representing 45% of all injured or ill workers. The vast majority (86%) of the workers interviewed had experienced a work-related injury, while 12% had a non work-related illness.

Back injury was most common (45%), followed by broken bones (11%) and cuts (10%). The most frequently reported work-related illnesses were stress (45%) and allergies (17%).

Before an injury or illness

Communication was identified as a key factor in producing positive outcomes for injured or ill workers. More than half of all respondents had received prior written information on how to prevent injuries, but only 59% found the materials useful.

Despite 85% of employers having established procedures for reporting and filing workers' compensation claims, 38% of injured workers did not learn about these procedures until after they had experienced an injury. This group had the lowest satisfaction levels, and were more likely to be out of work longer and to seek legal advice.

When injury or illness occurred

Approximately 20% of employers recommended healthcare providers to employees for treatment. Of those workers whose employers recommended a doctor or hospital, 76% were satisfied with the recommendation and more than 90% used the suggested healthcare service.

Ill or injured workers reported being most concerned about their medical condition or personal well-being, followed by their financial situation and how long they would be unable to work. Workers who were concerned about financial issues were less likely to have received prior communication about the workers' compensation process and were more likely to seek legal advice.

Getting medical treatment

Timely medical treatment has a major impact on the cost of workers' compensation programs. The longer an injured workers had to wait to see a doctor, the longer they were out of work and the more likely they were to seek legal advice.

Despite 36% of all injuries being reported as emergencies, the majority (63%) of injured workers had to arrange their own transport to medical care. The employer assisted with arrangements for transport of the injured worker in only 19% of cases.

At least half of the injured or ill workers surveyed wanted more information about the workers' compensation process, their medical condition and how to hasten their recovery. Employees who received this information prior to their illness or injury had higher levels of satisfaction with their workers' compensation experience. They reported greater levels of satisfaction with their employers, doctors and medical care, they also returned to work sooner and were less likely to seek legal advice.

Recovery: while away from work

Only 32% of workers who suffered a workplace injury or illness reported being contacted by their employer. Furthermore, the longer the worker was absent from the workplace, the less likely they were to be contacted by a company representative. Contact from the employer was interpreted by injured workers as evidence that the employer was concerned and cared about their welfare. When injured workers had little or no contact, they were more likely to have a longer absence of work, have lower satisfaction levels and pursue legal action.

Return to the workplace

Approximately 40% of workers reported that their employer offered a return-to-work program. This most frequently involved a modified work environment (73%), a short-term assignment (59%), an employee assistance program (48%) or a special return-to-work program (40%). Workers whose re-entry was facilitated by a return-to-work program were less likely to have extended absences from work and to seek legal advice, believing that their employer was treating them fairly.

Original research:

Communication, concern, caring: A study of injured workers and their experiences with the workers' compensation system.

Intracorp.

Intracorp: Philadelphia, 1997.

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