Following the success of an initial pilot, icare has announced that its medical support panel (MSP) has become a permanent feature of the NSW insurer's customer-centric claims services model.
Since its launch 12 months ago, MSP – composed of medical specialists, who provide case managers with medical case support to fast-track decision-making – has served more than 2,000 cases, reducing average medical causation and treatment recommendation timeframes from six weeks before the trial, to five days post-trial.
“icare is transforming the NSW workers compensation system by reducing the waiting time for a treatment decision upon the claim,” said John Nagle, icare’s interim CEO. “This means injured workers can access treatment much more quickly. We know that faster treatment times can improve the long-term injury outcomes for people and lower the risk of secondary associated injuries.”
Chris Colquhoun, icare's medical officer, said the panel benefits both injured workers and their employers.
“Feedback on the panel has been positive,” Colquhoun said. “Injured workers and treating doctors appreciate how quickly they are contacted by the specialists on the panel and how easy and straightforward their conversations have been.”
Also contributing to the success of the scheme was the support of icare's claims services partners, who are committed to adopting the new framework and implementing the panel's recommendations, the insurer said.
Colquhoun said MSP is not intended to replace independent medical examinations (IME).
