proactive, personalised intervention made all the difference for this retail worker.

At Gallagher Bassett, we believe that early intervention greatly simplifies many cases. Delaying an intervention or failing to plan promptly for the future can add needless complexities, exacerbating injuries or causing injured workers to feel neglected and isolated.

Gallagher Bassett aims to ensure recovery and return to work (RTW) is provided to all injured workers and employers from the outset of a claim. To support early intervention, GB has embedded Mental Health Consultants, Early Intervention and Mobile RTW Specialists within our Eligibility Hub. These dedicated resources provided a holistic, tailored approach to recovery outcomes upon claim lodgement and support individual needs through liability determination. This also ensures both injured workers and employers are getting the right help, at the right time, from someone with the right level of expertise.

Hearing from our Mobile RTW Specialists and Mental Health Consultants early on in the process helps demonstrate to the injured worker that their recovery and safe return to work will be prioritised. Our Early Intervention resources ensure they support the injured worker every step of the way, gaining their input and making sure they feel heard and empowered in their recovery journey. 

 Case Study: GB’s Mobile RTW Specialist Ensures Safe Return for Injured Retail Employee

Lucy*, a 49-year-old retail employee sustained a knee injury during the course of her employment. Upon receipt of the claim, one of our Mobile RTW Specialists immediately contacted both Lucy and her employer to commence recovery and RTW planning. They agreed on a date for a work site visit within a number of days to discuss suitable duties and collaboratively plan for a return to work as Lucy recovered. 

Following the on-site visit, a GP case conference was held with Lucy, our Mobile RTW Specialist and the GP to discuss treatment and recovery pathways to support a safe and sustainable return to work. Importantly, Lucy would take a lead role in this discussion, ensuring a tailored approach to her situation and enabling her to feel empowered through her recovery journey. 

Less than four weeks from when she’d lodged her claim, Lucy was able to return to work on a part-time schedule. The prompt and proactive intervention of the Mobile RTW specialist guided the success of the process, making both Lucy and her employer feel supported every step of the way. In a survey about the face-to-face visitation, she rated her experience as 10 out of 10 for the consultation about medical treatment, consultation about a return to work, and overall satisfaction.

Lucy’s experience is just one of many, demonstrating the importance of immediate care and support for someone who has sustained an injury at work.

If you’re interested in learning more about GB's Government Services, reach out to Emma Hosking.

Emma commenced her career with ReturnToWork South Australia in 1993. Emma joined Gallagher Bassett in 2013 as GB’s Scheme Account Manager, South Australia, helping to lead GB’s successful South Australian start-up. Since then, Emma has been involved in many large government transition projects, including leading the development of GB’s award-winning Northern Territory operation and helping establish GB’s government operations for Comcare, Norfolk Island, icare NSW, and the Tasmanian DPFEM. Emma was a keynote speaker at the 2021 PIEF Conference, where she shared her experience and examined the importance of personalisation in contemporary government insurance schemes.