How does the Workers’ Compensation Board plan to improve the timeliness with which workers will receive written claim decisions and other communications? 

Timely information like this helps everyone. It enables employers and workers to stay in the loop and it allows the return-to-work process to start right away.

We accept this recommendation. Although claims are more complex than ever today, we need to improve at making decisions and communicating them to those whose lives have been impacted by injury. 

With the new systems we’re currently implementing, there’s an entire piece of the software dedicated to communications. Letters will be automatically generated and they’ll be clearer and easier to understand. You can view some examples on our website right now.

As part of a new process, we’re also requiring an initial phone call with workers to discuss this kind of question. When these types of steps don’t happen, managers get an automatic follow up note.

But I want to stress that the technology is just a tool. Timely communication is an important responsibility for our people. We need to do better, and we will.

How does the Workers’ Compensation Board plan to ensure that appeal decisions are implemented in a timely manner? 

The appeal process can be complex, and at times it can be too slow. Sometimes, it takes time to get all the information that is needed. There are times when implementation of an appeal decision isn’t as straight forward as issuing a benefit payment to a worker. 

Some cases require follow-ups with the employer, further assessment by a specialist or other health care provider, or require further investigation. 

We have already implemented a process to centralize review of appeal decisions, document, and monitor implementation. The new system will give tools for managers to monitor timelines for appeal implementation to ensure it’s timely.

It is very important to us that we get this right. As the Auditor General found, there is real opportunity to make changes in the way we gather information and assign work that will shorten the time needed to reach a decision. 

Over the next 12 to 24 months, we will review the current process, and research best practice to ensure an efficient and timely internal appeals process. 

In the meantime, we have also hired an additional member to the Internal Appeals team.

And we have been making progress. Since January, we have significantly reduced the number of appeals waiting for decision. 

Why aren’t you completing written decisions in a timely manner? 

Although claims are becoming increasingly complex, we know we need to do all we can to improve the speed at which decisions are issued. 

It’s also important to note that sometimes, the written decision follows a verbal one. A case worker may speak to the worker and employer to inform them of the decision that was made on the claim. We need to follow that conversation more quickly with a written decision.

Are you confident that workers with permanent impairments are being served appropriately? 

We agree that when someone who has been injured at work reaches their maximum recovery level, they should be assessed for permanent impairment benefits on a timely basis. Once that assessment is complete, that decision should be communicated in a timely way, with clear explanation including how benefits are calculated. 

We know there is room for improvement in this area. Over the next 12 months, we will carry out research into best practice in other jurisdictions and determine what changes can be made to ensure this process is timely.