IngentaConnect Workers' compensation insurance agents' satisfaction with occupat...

Authors: Mason, Rachael; Darzins, Susan¹; Cromie, Jean¹

Source: Australian Occupational Therapy Journal, Volume 52, Number 3, September 2005 , pp. 225-231(7)

Abstract:

Background and Aim:

Little is known about insurance agents’ (insurers) satisfaction with the services provided by occupational therapists when they assess injured workers’ activities of daily living (ADL). Demonstration of accountability and provision of high-quality services are important to the occupational therapy profession. The aim of this study was to evaluate insurers’ overall satisfaction with occupational therapy ADL assessments for injured workers, including communication, timeliness of reports, equipment provision, knowledge of insurers’ requirements and the workers’ compensation process, and provision of a professional opinion. Relationships between insurers’ overall satisfaction with ADL assessments, degree of experience in their job, formal qualifications and roles within their organisation were also investigated. Method:

A telephone survey was developed and administered to a sample of 40 claims officers and injury management advisors from 10 Victorian Work Cover Authority authorised agents. Results:

Insurers were generally satisfied with occupational therapy ADL assessments. They were less satisfied with occupational therapists’ knowledge of workers’ compensation system requirements and how occupational therapists made decisions when recommending household services. Conclusion:

To improve services to the insurance industry, occupational therapists need to better understand relevant legislative frameworks.

Keywords: activities of daily living assessment; customer satisfaction; occupational rehabilitation; occupational therapy; workers’ compensation

Document Type: Research article

DOI: 10.1111/j.1440-1630.2005.00497.x

Affiliations: 1: School of Occupational Therapy, LaTrobe University, Bundoora, Victoria, Australia

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Workers’ compensation insurance agents’ satisfaction with occupational therapy activities of daily living assessments