“The frustrations employers feel are legitimate
and there are things that need to change
within our systems and processes that will
better enable us to work with employers.”
– Phil Germain, WCB
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WCB Q&A
constant back and forth between all the stakeholders
and can take days to get sorted. We’re
reaching out to the worker, then we’re reaching
out to the doctor, which can take a few days,
and then we’re reaching out to the employer.
We need to confirm with the employer if they
have modified work duties available and then
it’s back to the healthcare provider. It’s easy for
four or five days to go by as we’re trying to connect
with people and get the information to
make a good decision with a focus on recovery
and return to work.
Now, having said all that, we know our processes
are not applied consistently 100 per cent
of the time, and even at that, our processes can
be more efficient. We agree that with the right
processes and systems in place, it is possible
the decisions could take hours, not days. This is
why we are embarking on a claims transformation
project, to completely reimagine our claims
processes. We started this journey in 2020 with
a value stream mapping event that included employer
and injured worker representatives.
The current system seems to
favour employees’ words over
those of employers. This can
result in what some believe to
be fraudulent claims by some
employees. It also makes
employers feel like our side of the
story is not being heard. Are you
considering a fresh approach that
better balances the needs of both
employees and employers?
PG: The frustrations employers feel are legitimate
and there are things that need to change
within our systems and processes that will better
enable us to work with employers. I think
we’re learning what it takes to ensure overall
better return-to-work outcomes, and there is
no question employers need to be deeply involved
with that process from day one.
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22 Think BIG | Quarter 1 2021 | saskheavy.ca
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