Appendix 1: Context and relevant provisions - Standard 16 - case conferencing

Effective injury management is a coordinated effort involving the worker, employer, nominated treating doctor and others, such as a workplace rehabilitation provider. Communication between these stakeholders should be transparent and collaborative.

A worker’s scheduled medical review with their nominated treating doctor is confidential and does not involve other stakeholders. However, the involvement of other parties in the recovery process can assist and promote the worker’s recovery to good health and to work.

A case conference is a meeting (either in-person or over the phone) with the worker, the nominated treating doctor and either some, or all, of the other members of the support team such as the insurer, employer and a workplace rehabilitation provider.

A case conference can be used to set goals, ensure roles and responsibilities are understood, and to agree on timeframes for recovery at/return to work.

A case conference is separate to the worker’s scheduled medical review. If a stakeholder requests the insurer arrange a case conference, a separate appointment should be made for it This is usually adjacent to the worker’s scheduled medical review but also may be at another time and/or date.

There may be limited circumstances where this is not possible, for instance, rural or remote locations with limited availability. The insurer should liaise with the worker to identify an appropriate alternative, which may include conducting the case conference via video or conference call, or obtaining the worker’s agreement to attend their scheduled consultation.