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The nurse's hotline: The first step in a claim for an occupational injury



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Did you know that over 2.9 million work injuries occur each year? Accidents and injuries occur, but the common goal is to limit the number of injuries and keep employees as safe as possible. When an injury occurs occurs, there is a process that is followed, and the application for a worker compensation claim is usually an early part of the process.

There are companies that have unique medical management programs to provide services to insurance companies. Centralförsäkring, for example, collaborates with a company to offer its policyholders a useful service called the Nurse Hotline.

The Nurse Hotline is a modern solution to the first report of an occupational injury, which provides telephone nurse triage for all workplace injuries. This makes it possible to open claims within a few minutes after they occurred and that injured workers are immediately directed to the appropriate medical facility for their treatment. Additional benefits of this program include:

  • 24/7 access to medical advice from registered nurses (RNs) for workplace accidents.
  • Reduced time for employees to be out of work. used instead of an emergency room.
  • More appropriate treatment due to recommendations for home care.

Here are some common questions about the nursing hotel program:

So how does this program work? [19659004] When a workplace injury occurs, the injured worker and their supervisor call the designated nurse hotline to report the claim and they are immediately connected to an RN. RN will direct the injured worker to the appropriate medical facility if further medical treatment is needed. In addition, RN will provide the medical facility with the injured worker's paperwork when they expect the patient's arrival. Should this be a life-threatening injury, as always, 911 should be contacted immediately.

Who should talk to the nurse?

If possible, the nurse must speak directly to the employee who has suffered an injury. As part of the medical triage process, the nurse will ask personal, medically oriented questions including previous medical history, any current medical problems and medications, allergies and the patient's perception of their own symptoms.

What happens if the employee has suffered a serious injury?

This service is designed to help with injuries that are not life, limb or visually impaired. If the worker has a serious injury that requires emergency medical services, the 911 or local EMS number should be called.

What do the RNs do?

The RNs help injured employees to determine a recommended action plan for appropriate care and ensure the earliest possible intervention for return to work. This professional nurse hotline service provides answers provided by injured employees and guides them to appropriate levels of care for their medical problems.

What type of nurses answer the phone?

The Nurse Hotline is staffed by experienced, registered nurses. The nurses have additional training to answer calls that are specifically related to injuries in the workplace.

Will they have enough nurses to answer all our calls?

Yes, of course! Call centers strive for an average response speed of 30 seconds or less. If there is a downtime, it will be a very rare event.

What languages ​​are available through the nurse hotel?

Spanish is available 24 hours a day. If the Spanish-speaking RNs are on other calls, the language bar will be used. In addition, the language bar is available for all other languages ​​at any time.

How long does the call take?

The average talk time is about 18 minutes, but each call is unique to the situation. While the nurses are trained in the handling of the interview process, their priority is to provide all the information needed for the employee to fully understand the recommended course of action and / or instructions on self-care.

What about the injured worker is a minor?

The nurse asks if a parent or guardian is available to join the conversation. If the parent or guardian is not available, the nurse continues the triage process.

Can the worker call back the nurse if they have further questions or symptoms?

Yes. This is encouraged. Many times a patient will have a question after following the nurse's recommendation and / or before the first visit with an approved panel doctor. During the triage process, the nurse will ask for permission from the employee to call back if necessary and collect appropriate contact information. For all urgent, emerging and self-care calls where a change of condition is expected, the nurse will try to complete a callback.

Will the nurse complete an injury report?

Yes, the nurse will receive the necessary information to complete an injury report. After the call, this damage report is sent to the dedicated distribution log.

Should the supervisor call the nurse's hotline and report the injury, if the injured employee does not want to call?

Yes. Again, calling the nurse hotel is the method used by the employer to report work-related injuries to the employee's compensation administrator. Although it is not necessary to talk to a nurse, a claim can still be reported to an initial report from Skada's customer service representative. The supervisor must provide information that is available.

Contacting the nurse hotel is the preferred method for an employer and an injured worker to report an occupational injury. This service is available 24 hours a day, 7 days a week and 365 days a year and saves valuable time and money for the injured worker and the insured. Contact your independent agent to see if your employees' compensation policies include a Nurse Hotline service!


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