What to do when a worker is injured:
Before the Call:
- An injury occurs in the workplace.
- The employee places the call to our toll-free number that is placed on his or her hard hat sticker, or provided wallet card.
During the Call:
- The nurse speaks to the employee in a confidential area and does initial assessment of symptoms to rule out urgent/emergent situation. Self-care treatment measures may be recommended to ensure employee comfort during the call.
- Nurse obtains demographic data.
- Nurse gathers injury information.
- Nurse gathers past medical history, current medical problems, medications, allergies, etc.
- Nurse evaluates employee symptoms utilizing medical triage guidelines.
- Nurse provides recommendation on course of treatment.
- Nurse and employee agree upon course of treatment.
- Next level of care, when to call back, self-care treatment measures are reviewed and employee understanding is assessed. All callers are invited to call back if they have additional questions/concerns.
- If treatment is recommended, a provider referral is provided.
- Other service coordination is offered, which may include a pharmacy recommendation.
- First Report of Injury information is sent for claims setup, etc.
- All Self-Care recommendations are scheduled for an attempted follow-up call.
After the Call:
- An Automated Point of Injury Report is sent secure fax or e-mail to designated employer contacts.
- A nurse conducts the follow-up call to ensure that the employee is achieving the goals of the self-care treatment.
- Random Satisfaction Surveys are completed as part of our ECRM First-Call Medical Quality Program.