Conformance to the Principles of Workplace Rehabilitation

Transcription

1 onformance to the Principles of Workplace Rehabilitation Evaluation Report Workplace Rehabilitation Provider: Evaluator(s): Rehabilitation Outcomes Brad Stevens Date of evaluation: 18/03/2015 SUMMARY OF FINDINGS Areas of strength: Highly qualified and experienced staff lead to high quality service provision. Quality assurance and staff management principles supported by staff mentoring, structured case reviews, staff training, implementation of senior case managers, electronic database system for all file documents and case notes, goal of RTW and worker s RTW status, brochures, policies & procedures, performance evaluations, templates & reporting. New structure of job seeking services team has enhanced capacity and outcomes in this space. Areas for improvement identified: Nil actions proposed from 2014 completed. onformance findings: See following detailed review of conformance against the principles of workplace rehabilitation. Non-conformance findings: Non-onformance for principles: Nil. onformance with principles with minority elements of non-conformance: ollation and review of injured worker survey results needed. Level of conformance = 100% (50/50) Non-conformance = 0 onformance = 50 onformance Rating: = : omply: The requirements of the principle/indicator are met N: Non omply: The requirements of the principle/indicator are not fully met NA: Not Applicable REHABILITATION OUTOMES Injury Management for Workplaces Page 1

2 Principles of Workplace Rehabilitation onformance Report 18/03/2015 SUMMARY OF FINDINGS... 1 Areas of strength:... 1 Areas for improvement identified:... 1 onformance findings:... 1 Non-conformance findings:... 1 Level of conformance = 100% (50/50)... 1 Service Provision Principles A focus on return to work Timely Intervention Effective Service Provision at Appropriate ost Effective communication facilitates engagement of all parties based decisions Organisational and Administrative Principles Publicly available documented organisational philosophy that demonstrates a commitment to: omprehensive and robust corporate governance infrastructure, including: A records management system meeting State and ommonwealth legislation requirements: Privacy and confidentiality practices in compliance with relevant privacy legislation requirements Safe work practices as well as return to work and injury management policies in compliance with: Quality assurance and continuous improvement principles Quality Assurance ustomer feedback mechanisms ontinuous improvement Staff Management Principles Qualifications, knowledge and experience Induction and ongoing learning and development Adequate staff resourcing REHABILITATION OUTOMES Injury Management for Workplaces Page 2

3 Principles of Workplace Rehabilitation onformance Report 18/03/2015 Service Provision Principles 1. A focus on return to work a) Expectations of a return to work goal, and services required are established with relevant parties at the commencement and throughout service provision. Electronic Training Manual reviewed and updated including: Based Practice Initial Assessment Return to Work planning Review of RTW goal Positive and Negative indicators for a successful RTW Billing Behavioural Anchored Rating Scale (BARS) for ase Management 6-monthly formal file reviews against check-lists & BARS /N/NA Quality Assurance Questionnaires reviewed and online Staff Induction completion of training modules Workplace Rehabilitation Assessment Form & Template reviewed again July 2013 with addition of preparation sheet. Additional 6 monthly review of files against compliance checklists and BARS. hecklists updated October ase Rehabilitation Assessment Reports & RTW Plans File Notes RehabVision RTW Goal File Reviews for staff performance reviews ase handover summaries Employer interview Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 3

4 Principles of Workplace Rehabilitation onformance Report 18/03/2015 b) Services are identified and delivered with a focus on maximising employment potential in relation to a worker s pre-injury employment. Training Module Based Practice Training Modules RTW Planning, return to work hierarchy & referral for specific services. Behavioural Anchored Rating Scales (BARS) Staff Performance file audit form/checklists updated October 2013 /N/NA ase Initial Rehabilitation Assessment Form & Template Rehabilitation Assessment Reports & RTW Plans File Notes RehabVision RTW Goal File Reviews for staff performance reviews ase handover summaries Employer interview Overall conformance to principle and indicator (/N/NA) c) Services are identified and delivered with a focus on return to work, but also consider independence in the community as a mechanism to promote a return to work. Training modules moved into OneNote document management system March Training Module - Legislation & Workover Training Module - Worksite Assessment Training Module RTW Planning Training Module RTW New Employer Training Module - Job Seeking & incentive schemes Staff Performance file audit form/checklists Mentoring & case review meetings /N/NA ase Initial Rehabilitation Assessment Reports & RTW Plans File Notes File Reviews for staff performance reviews Employer interview Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 4

5 Principles of Workplace Rehabilitation onformance Report 18/03/ Timely Intervention a) Workers receive prompt attention and intervention appropriate to their needs. Service Standards in Quality Assurance & Measurement - checklists Training Module - Worksite Assessment /N/NA ase Quality Assurance Questionnaires RehabVision reported duration between referral and activity. RehabVision records of activity Initial Assessment reports ase Notes RTW Plans File Audit Reviews Invoices/timesheets Employer interview Overall conformance to principle and indicator (/N/NA) b) Barriers, risks and strengths are identified and strategies promptly implemented. Service Standards in Quality Assurance & Measurement rated against BARS Training Module - Worksite Assessment Training Module RTW Planning File Audit hecklists /N/NA Quality Assurance Questionnaires File Audit Reviews Report templates & forms see Initial Assessment reviewed July 2012 ase Initial Assessment reports ase Notes RTW Plans Employer interview Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 5

6 Principles of Workplace Rehabilitation onformance Report 18/03/2015 c) Services are actively coordinated and integrated with other injury management and return to work activities. ase Training Module - Legislation & Workover Training Module Worksite Assessment Training Module RTW Planning File Audit riteria Quality Assurance Questionnaires, co-case management & mentoring Report templates & forms e.g. worksite assessment, RTW plans inc checklists/audits Rehabilitation Assessment Reports & RTW Plans File Notes File Reviews for staff performance reviews including checklists and review of BARS Employer interview /N/NA Overall conformance to principle and indicator (/N/NA) 3. Effective Service Provision at Appropriate ost a) Needs of the worker and employer are identified by means of adequate and appropriate assessment. Training Module - Legislation & Workover Training Module Worksite Assessment Training Module RTW Planning File Audit riteria /N/NA Worksite Assessment forms & templates RehabVision File Allocation Reports ase Rehabilitation Assessment Reports & RTW Plans File Notes ost estimates (Requests) File Reviews for staff performance reviews Employer interview Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 6

7 Principles of Workplace Rehabilitation onformance Report 18/03/2015 b) Service levels match the workers and employer needs. Training Module - Legislation & Workover Training Module - Receiving referrals Training Module - Worksite Assessment & RTW planning Staff Performance file audit form /N/NA RehabVision time recording and invoicing records Report templates & forms See Initial assessment planning RehabVision case duration & cost summaries ase RTW Plans ase notes Quality Assurance Questionnaires Invoices Employer interview Overall conformance to principle and indicator (/N/NA) c) osts are commensurate with the range and extent of services provided Training Module - Legislation & Workover Training Module - Receiving referrals Training Module - Worksite Assessment Staff Performance file audit checklist /N/NA RehabVision time recording and invoicing records RehabVision case duration & cost summaries ase RTW Plans ase notes Quality Assurance Questionnaires ost estimates (Requests) & Invoices Employer interview Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 7

8 Principles of Workplace Rehabilitation onformance Report 18/03/ Effective communication facilitates engagement of all parties a) Respectful, open and effective working relationships with and between relevant parties are established and maintained. Dealing with complaints Behavioural Anchored Rating Scales Training Module - Receiving referrals Training Module - Initial Assessment Training Module - National Privacy Principles Training Module - ommunication /N/NA Report templates & forms e.g. Workplace Rehabilitation assessment, RTW plans Quality assurance questionnaires File Reviews for staff performance reviews checklists and BARS rating ase ase notes Initial assessment, RTW plans and closure reports. Quality assurance questionnaires Employer interview Overall conformance to principle and indicator (/N/NA) b) The provider acts as the link between treatment providers and the workplace to translate functional gains into meaningful work activity. /N/NA Behavioural Anchored Rating Scales Training Module - Based Practice Training Module - Receiving referrals Training Module - Worksite Assessment Training Module - ommunication Quality assurance questionnaires File Reviews for staff performance reviews ase Workplace Assessment reports RTW Plans ase notes orrespondence File Reviews ustomer feedback Employer interview Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 8

9 Principles of Workplace Rehabilitation onformance Report 18/03/2015 c) Expectations of a return to work goal and services required are established with relevant parties at commencement and throughout service provision Training Module Based Practice Training Module - Workplace Assessment Training Module - RTW Planning Staff Performance file audit form /N/NA Quality Assurance Questionnaires Workplace Rehabilitation Assessment Form & Template ase Workplace Rehabilitation Assessment Reports & RTW Plans File Notes RehabVision RTW Goal ase handover summaries Employer interview Overall conformance to principle and indicator (/N/NA) d) Progress is communicated with relevant parties throughout service provision. Training Module Based Practice Training Module - Workplace Assessment Training Module RTW Planning /N/NA Workplace Assessment form & template RTW plan templates RehabVision progress report reminder system. ase Workplace Assessment reports RTW Plans ase notes orrespondence File Reviews Quality Assurance Questionnaires Employer interview Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 9

10 Principles of Workplace Rehabilitation onformance Report 18/03/2015 e) Durable job placement, or alternative is confirmed 13 weeks after placement. ase Management - Monitoring procedure Training Module - RTW planning /N/NA Quality assurance questionnaires File audit form & checklist ase RTW Plans losure reports ase notes orrespondence File hecklist Overall conformance to principle and indicator (/N/NA) 5. based decisions a) The need for service provision is demonstrated through objective assessment and ongoing review. Training Module - Receiving referrals Training Module - Worksite Assessment Training Module RTW Planning /N/NA Mentoring & case reviews Report templates & forms e.g. Workplace assessment, RTW plans ase RTW Plans Assessments ase notes orrespondence File Reviews Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 10

11 Principles of Workplace Rehabilitation onformance Report 18/03/2015 b) Service selection is the most appropriate, cost effective and available, with a focus on return to work. Module - Based Practice Training Module - Receiving referrals Training Module - Worksite Assessment Training Module RTW planning /N/NA Staff mentoring & case reviews Quality assurance questionnaires Time recording and invoicing records ase RTW Plans Assessments ase notes orrespondence File Reviews Invoices RehabVision activities Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 11

12 Principles of Workplace Rehabilitation onformance Report 18/03/2015 Organisational and Administrative Principles 1. Publicly available documented organisational philosophy that demonstrates a commitment to: a) A workplace model of rehabilitation that promotes strategic, creative and innovative service provision to achieve a return to work outcome for the worker. /N/NA Web site Brochures Game-Plan documentation ase ase reports available as per privacy policy Employer Overall conformance to principle and indicator (/N/NA) b) A focus on an early, safe and durable return to work for injured workers. Training Module Worksite Assessment /N/NA Website Brochures ase ase reports available as per privacy policy Employer Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 12

13 Principles of Workplace Rehabilitation onformance Report 18/03/2015 c) Engagement of, respect and dignity for workers and employers. Web site Training Module Effective ommunication /N/NA Website privacy information RTW Plans Assessments Professional writing style ase notes orrespondence Information onsent & Privacy forms ase RTW Plans Assessments ase notes orrespondence Professional writing style Provider staff Overall conformance to principle and indicator (/N/NA) d) An equitable and consistently applied approach to recommending commencement and cessation of service delivery. Web site OneNote documented procedures on Service Delivery /N/NA Training module Worksite Assessment Training module RTW Planning Monitoring procedures ase ase reports available as per privacy policy Provider staff Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 13

14 Principles of Workplace Rehabilitation onformance Report 18/03/2015 e) Positive enhancement of the worker s beliefs and improvement of capacities to fulfil work and other roles. Web site Training Modules - Worksite Assessment & RTW Planning /N/NA ase Worksite assessment & RTW plan forms & templates Assessments ase notes orrespondence Quality assurance questionnaires Provider staff Overall conformance to principle and indicator (/N/NA) f) ustomer focus that incorporates the management of solicited and unsolicited feedback with the aim of continuous improvement. Web Site ustomer Relationship Module Dealing with complaints policy & procedure /N/NA Quality assurance questionnaires ase ase Notes Provider staff Overall conformance to principle and indicator (/N/NA) 2. omprehensive and robust corporate governance infrastructure, including: a) Systems of probity that avoid conflict of interest as well as prevent, manage and report malpractice/fraud. /N/NA orporate Governance Policy ase Previous approval/accreditation documents System document (e.g. prevention services) for employers NA Provider staff REHABILITATION OUTOMES Injury Management for Workplaces Page 14

15 Principles of Workplace Rehabilitation onformance Report 18/03/2015 Overall conformance to principle and indicator (/N/NA) b) Appropriate financial administration - accurate accounting. ase Management Invoicing Procedure Administration training outline /N/NA ase Time recording and invoices s to & from WHK Tax records BAS, PAYG, Superannuation & Tax Summaries Accounting software & records Provider staff Overall conformance to principle and indicator (/N/NA) c) Maintenance of appropriate and adequate insurances, including professional indemnity, public liability and workers compensation. Existing MS Outlook task list Administration training outline /N/NA ase MS Outlook tasks & reminders set by Business Administrator Insurance Renewal Procedure Recorded certificates of currency up to date: - Workers compensation - Professional indemnity - Public liability Provider staff Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 15

16 Principles of Workplace Rehabilitation onformance Report 18/03/2015 d) Data collection, and analysis of provider performance. Staff mentoring template includes KPI reporting Monthly reporting procedure /N/NA RehabVision system Staff Meeting Agendas & Minutes Agent data provision documents (quarterly & monthly styles of reports). Staff performance plans include case KPIs Staff File Audits/checklists ase NA Provider staff Employer Overall conformance to principle and indicator (/N/NA) 3. A records management system meeting State and ommonwealth legislation requirements: a) omprehensive, accurate and accessible records pertaining to all clientele. Training Modules Receiving Referrals Training Module - Administration /N/NA Staff Training RehabVision system - Worker details & status - Stakeholder contacts - Allocated staff - Activities & case notes - Linked to documents - Estimates & requests - Invoices ase All case records on server Provider staff Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 16

17 Principles of Workplace Rehabilitation onformance Report 18/03/2015 b) Staff appointments, verification of qualifications and supervision arrangement. Staff employment details form Pre-employment check of registration status with AHPRA and annual check of registration renewal/currency. /N/NA ase Staff Record spreadsheet Employment contracts Staff resumes Provider staff Overall conformance to principle and indicator (/N/NA) c) ollection, collation and analysis of feedback and complaints. Dealing with omplaints the Policy & Procedure includes complaint recording & analysis/actions. /N/NA ase Questionnaire feedback forms stalled, new system required. RehabVision ase notes orrespondence File Reviews Quality Assurance questionnaires Overall conformance to principle and indicator (/N/NA) N NA d) Security of storage of records for at least seven years. /N/NA Record Storage Procedure ase Record Storage Procedure Activity Report Hard files maintained in locked filing cabinets. omputer files password protection on each log-in Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 17

18 Principles of Workplace Rehabilitation onformance Report 18/03/2015 e) Provision of data that meets Workover NSW and customer requirements. /N/NA SLA Procedure document needs expanding Approval Renewal Applications Staffing Lists MS Outlook task reminders ustomer specific checklists ase MS Outlook task reminders records of data sent RehabVision activities where appropriate Provider staff Overall conformance to principle and indicator (/N/NA) 4. Privacy and confidentiality practices in compliance with relevant privacy legislation requirements. a) Systems that incorporate privacy and confidentiality requirements within all aspects of the organisation and administrative arrangements. Privacy & onfidentiality Policy Training Module - National Privacy Principles /N/NA ase Response to request for records template RehabVision activities orrespondence Provider staff Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 18

19 Principles of Workplace Rehabilitation onformance Report 18/03/ Safe work practices as well as return to work and injury management policies in compliance with: a) Injury Management and Workers ompensation legislation. Rehab Outcomes WHS policy Rehabilitation policy Workers compensation insurance policy /N/NA Workers compensation certificate of currency Staff records of induction ase Injury Register Overall conformance to principle and indicator (/N/NA) b) Workplace Health & Safety legislation. Rehab Outcomes WHS policy Emergency evacuation procedure Hazards & Risks identified at Rehabilitation Outcomes Hazard, incident, accident reporting procedure Rehabilitation policy Workers compensation insurance policy /N/NA Workers compensation certificate of currency Staff records of induction Staff meeting minutes MS Outlook staff appointments Staff record ase Injury Register Hazard reports Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 19

20 Principles of Workplace Rehabilitation onformance Report 18/03/2015 Quality assurance and continuous improvement principles 1. Quality Assurance a) Implementation of appropriate review mechanisms (e.g. self audits, peer reviews) to assure compliance with all onditions of Approval. Staff Training Outline - Induction /N/NA ase Staff records of induction Quality assurance questionnaires orrespondence File Audit hecks & BARS review 6-monthly ustomer feedback peer reviews Overall conformance to principle and indicator (/N/NA) b) Implementation and documentation of corrective and preventative actions and monitoring and review of their effectiveness. Staff Training Outline - Induction /N/NA ase Staff records of induction Staff meeting minutes orrespondence RehabVision activities File Audit hecks ustomer feedback Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 20

21 Principles of Workplace Rehabilitation onformance Report 18/03/ ustomer feedback mechanisms. a) ollection, review and action on feedback from customers. Dealing with omplaints Staff Training Outline - Induction /N/NA Staff records of induction Quality assurance questionnaires customer quality questionnaires ase orrespondence RehabVision activities File Audit hecks ustomer feedback Overall conformance to principle and indicator (/N/NA) b) Implementation of a complaints management system. Dealing with omplaints Staff Training Outline - Induction /N/NA ase Staff records of induction orrespondence RehabVision activities Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 21

22 Principles of Workplace Rehabilitation onformance Report 18/03/ ontinuous improvement. a) Identification of opportunities for improvement. Dealing with omplaints Staff Training Outline - Induction /N/NA Staff records of induction Quality assurance questionnaires ase Staff Meeting Agendas & Minutes Overall conformance to principle and indicator (/N/NA) b) Planning, piloting, refinement and implementation of improvement strategies. /N/NA Staff Meeting Agendas ase Staff Meeting Minutes Overall conformance to principle and indicator (/N/NA) c) Monitoring and review of their effectiveness. /N/NA Staff Meeting Agendas ase Staff Meeting Minutes Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 22

23 Principles of Workplace Rehabilitation onformance Report 18/03/2015 Staff Management Principles 1. Qualifications, knowledge and experience. a) Staff have the appropriate qualifications as outlined in the workplace rehabilitation service descriptors and at least the minimum qualifications for rehabilitation consultants. Staff Training Outline Training Modules /N/NA Staff records of induction Resumes Position Descriptions Staff record with professional registration number recorded ase Staff record doc Overall conformance to principle and indicator (/N/NA) b) Staff have knowledge of injury management principles and the relevant Workers ompensation legislation, policy and procedures. Staff Training Outline Training Modules /N/NA Staff records of induction Staff Performance Reviews File Audits/checklists ase Assessments RTW Plans Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 23

24 Principles of Workplace Rehabilitation onformance Report 18/03/2015 c) Staff take into consideration industrial relations and human resource matters that may affect a worker s return to work. Training Module Workplace Assessment Training Module RTW Planning Training Module Work & Functional Assessment Training Module - Workplace onditioning Training Module Vocational Assessment Word document RehabReferences system /N/NA ase Staff records of induction Report Templates for Assessments & RTW planning Workplace Assessments RTW Plans ase notes orrespondence Employer Overall conformance to principle and indicator (/N/NA) d) Staff interacting with injured workers have appropriate checks and clearances (police, security and child protection). /N/NA New employee checklist conducting during induction process. Detailed induction process including comprehensive checklist to cover all necessary staff clearances. Staff files ase Staff Record Doc Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 24

25 Principles of Workplace Rehabilitation onformance Report 18/03/ Induction and ongoing learning and development. a) Staff are aware of, and have access to, current copies of all policies and procedures that relate to their work and understand their content. All available on server via OneNote Staff Training Outline via OneNote Printed material Textbooks & Handbooks easily accessible /N/NA ase Shortcuts to P&P for every user. Induction Folders. NA Overall conformance to principle and indicator (/N/NA) b) Staff have appropriate supervision, support and peer review. Staff Training Outline Training Modules /N/NA ase Staff records of induction Mentoring & case review process Performance Plans & reviews File Audit hecks Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 25

26 Principles of Workplace Rehabilitation onformance Report 18/03/2015 c) Staff members compliance with their own professional codes of conduct, the organisation s code of conduct and Workover NSW s code of conduct is monitored. ode of onduct - 1. Rehab Outcomes ode of onduct - 2. APA ode of onduct - 3. NSW Workover ode of onduct 4 AHPRA Dealing with omplaints /N/NA Staff records of induction Quality Assurance Questionnaires Performance Plans ase Overall conformance to principle and indicator (/N/NA) 3. Adequate staff resourcing. a) aseload management systems ensure efficient allocation of cases and that staff experience and skill level match case complexity. Training Module - Receiving referrals Mentoring process Recruitment Policy /N/NA Staff records of induction Quality Assurance Questionnaires Staff meeting Agendas Staff file review report system in RehabVision ase Staff file review reports Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 26

27 Principles of Workplace Rehabilitation onformance Report 18/03/2015 b) Handover practices ensure cases are reviewed and all parties are informed, to maintain continuity of care. /N/NA Leave Policy & Procedure ase ase Handover Form ase Handover documents RehabVision activities Overall conformance to principle and indicator (/N/NA) REHABILITATION OUTOMES Injury Management for Workplaces Page 27