The Challenge:
A major Australian business faced longstanding issues with service quality from their current early intervention provider. Operating nationwide, around the clock, they needed an early intervention provider to provide 24/7 triage support to provide first aid advice and access to a trusted health network.
Their current provider’s model focused primarily on a medical appointment booking service, whereas Cogent Thinking offered a comprehensive program aimed at keeping employees working safely within constraints or modifications if deemed medically appropriate.
The Solution:
In mid-2023, Cogent Thinking successfully initiated services with the customer, introducing a distinctive and all-encompassing early intervention program. This program was tailored to assist injured workers from the moment of injury, providing first aid and guidance on modified duties to facilitate remaining at work when suitable. Additionally, Cogent delivered an end-to-end solution, maintaining communication with key stakeholders at crucial milestones throughout the handling of the case.
Through Cogent’s unique system, a new allied health offering was established that was not previously available. Cogent also integrated pathways to other service providers already engaged by the customer, such as triage team referrals to on-site exercise physiology and access to the Employee Assistance Program (EAP) and workstation assessments.
Features of the program:
- 24/7 Allied Health & Nurse Injury Triage
- National Medical & Physiotherapy network throughout metropolitan and regional/remote Australia
- Access to 24/7 Tele-medical consultations (including video)
- Integration into the customer OH&S Reporting system, for seamless data transfer to reduce the administrative burden on the customer
- Assisted with change culture for the manager and worker, moving from a ‘medical booking service’ into a supported early intervention program
Results of the program:
- 40%+ increase in participation in the program
- 60% reduction in cases requiring a GP consult with a focus on self-management support and allied health
- Return to work rate increase of 6% and reduction in claims related metrics