The College of Law - Review of Workers Compensation

Improving Quality

Recent Initiatives at the NSW Workers Compensation Commission

Sian Leathem Registrar, Workers Compensation Commission

February 2009

Recent Initiatives

Professional Development Framework for Arbitrators and Approved Medical Specialists

Consolidated Medical Appeal Panels

Key Performance Indicators Framework

Regional Venues Review

Forms Review

New Recording Software

Professional Development Framework for Arbitrators &

Approved Medical Specialists AIM – to improve the quality of decision-making

Key Components

Competency Framework

Performance indicators / measures linked to framework

Self Development Plans

Peer Review

Performance Appraisal

PD Self Assessment

PD Opportunities

Peer Review

Qualitative Information and Quantitative Reports

 

Appraisal Self-Assessment

Appraisal Report

Evaluation

                    

 

Arbitrator / Approved Medical Specialist Professional Development (PD) Cycle

Uses of the Competency Framework

• The foundation for:– self assessment– peer review– appraisal– design and development of professional

developments opportunities including conferences

Arbitrator Framework of Competency

A. Knowledge and values

B. Communication

C. Conduct of cases

D. Evidence

E. Decision-making

F. Facilitation, case management and administrative skills

AMS Framework of Competency

A. Knowledge and values

B. Communication

C. Conduct of Medical Assessment

D. Report of Medical Assessment

E. Case management and administrative skills

Consolidated Medical Appeal Panels Aim – to improve consistency and timeframes of

Medical Appeal Panels

Significantly reduced number of Arbitrators and Approved Medical Specialists who sit on panels.

2007 Approx. 50 Arbitrators, 120 AMS

2008 15 Arbitrators, 20 AMS (Primary)

Preliminary results:

decrease in average time taken from 106 days to 95 days

decrease in medical appeal rate from 21 per cent (Feb 08 to 11 per cent (Jan 09)

decrease in revocation rate from 21 per cent (Feb 08) to 5 per cent (Jan 09)

Key Performance Indicator Framework

Aim – to provide information targeted at various levels

1.Corporate Key Performance Indicators

2. Management Performance Indicators

3. Operational Performance Indicators

4. Support Performance Indicators

5. Service Standards

The framework provides for both outcome and output based performance indicators

Corporate Key Performance Indicators (KPI’s)

Measures performance of Commission against legislative objectives

Basis for formal reporting to Minister

Public release in the Annual Review

External publication includes statistics on workloads and throughputs e.g. counts of new and finalised applications by type, outcomes for applications and work in progress

Disputes finalised within 3 months(including matters with appeals)

42.0% 42.1% 41.7%39.9%

44.3%

40.9%

34.6%

30.6%

42.2% 41.6%

39.7%41.4%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

50.0%

Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08

Cu

mu

lati

ve %

3 months

Performance Target

Time Taken to Resolve Matters

Disputes finalised within 6 months(including matters with appeals)

82.8%

86.5%

82.3%

84.7%

77.8%

84.0%

82.4%82.9%

85.6%

87.5%

86.5%

83.2%

75.0%

76.0%

77.0%

78.0%

79.0%

80.0%

81.0%

82.0%

83.0%

84.0%

85.0%

86.0%

87.0%

88.0%

Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08

Cu

mu

lati

ve %

6 months

Performance Target

Disputes finalised within 9 months(including matters with appeals)

95.2%

94.0%

93.4%

96.3%

94.9% 95.0%94.4%

93.0%

97.5%

95.5%

90.5%

94.8%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%

Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08

Cu

mu

lati

ve %

9 months

Performance Target

Management Key Performance Indicators

Measures the Commission’s performance on a monthly basis

Facilitates the monitoring and review of performance through the analysis of trends

Operational Performance Indicators

Measures the performance of business units involved directly in dispute resolution and case management within the Commission

Operates as a management tool to implement corrective action where necessary

Support Performance Indicators

Measures the performance of business units that support the operations of the Commission

Operates as a management tool to facilitate remedial action as necessary

WCC Service Standards

Describes how the Commission will deliver its services to clients

Forms part of a “client service charter” published on the website.

Includes generic statements regarding service levels as well as specific standards for process related functions

Regional Venues

Aim: Regional service provision to be better coordinated and more efficiently delivered

Reduce number of approved locations from 48 to 16 locations across New South Wales

Review quality and adequacy of existing venues at each location

Better coordination of regional hearings

New Recording Software

2008 - piloted the use of two voice recording hearing rooms on level 21 of the Commission’s Oxford St premises.

2009 – progressive roll out of the new technology to the remaining hearing and conference rooms on level 21.

Forms Review

Part of post implementation review of Nov 06 legislative changes.

2007 - sought feedback from staff, external users of the Commissions forms, Arbitrators and service providers

2008 - implementation of suggestions & other changes to forms

Consequently

8 forms were changed

5 new forms developed

Updated Guidelines to forms

Applications to Resolve Dispute - 2008

Form 2 Registrations 2006-2008

0

2000

4000

6000

8000

10000

12000

2006 2007 2008

Form 2 - Application to Resolve a Dispute

Num

ber

Other Applications - 2008

Registered vs Finalised 2008 (excluding Form 2)

0

100

200

300

400

500

600

700

800

Form 1 &Form 1A

Form 5A &Form 5B

Form 6 Form 9 Form 10 Form 11 Form 15

Num

ber Registered

Finalised

ARD Outcomes

Form 2 Issue Outcomes

31%

22%

45%

2%

Determined

Discontinued

Settled

Other

Outcomes of other applicationsExpedited Assessment Outcomes

2%11%

57%

9%

0%

19%

2%Determined

Discontinued

IPD Issued

Refused

Dismissed

Settled

Struck out

Mediation Outcomes

23%

58%

13%

6%

Certificate of final offer

Settled

Wholly denied liabilitys318A(3)

Other

Cost Assessments Outcomes

70%

5%

23%

2%

Determination Issued

Settled

Discontinued

Other

Contact Details

• Telephone: 8281 6350

• Email: sian.leathem@wcc.nsw.gov.au

• Website: www.wcc.nsw.gov.au