Forty-three percent of workers 'compensation claims organizations by 2020 reported "no implementation of tools to improve injured workers' communication," despite previous calls to improve communication with injured workers in the pandemic.
For its annual comparative survey, Chicago-based Rising Medical Solutions surveyed 337 workers' compensation supervisors as a follow-up to the 2019 survey, in which 1,800 frontline professionals identified injury management issues, including return to work, psychosocial concerns and technology.
The 2020 study examined what initiatives organizations use to address these barriers, and where organizations can improve, all in the light of the effects of the COVID-1
The 2019 survey showed that 90% of frontline professionals claimed that one or more tools are needed to perform their jobs effectively; and 34% said they need better tools to communicate with injured workers and other claims.
Given the current pandemic, "with multiple communication barriers, a more flexible customer experience strategy is needed to communicate effectively with stakeholders", the latest survey found.
By 2020, 36% of organizations use text messaging, which is a more widely accepted method of communication for most consumers, while many requirements systems have the ability to incorporate text messaging through third-party programs, the study found. In addition to text messaging, 27% of organizations have implemented a website or injured worker portal and 26% use mobile apps to communicate with injured workers.