Take Steps After an Incident

Generally, the manager or supervisor is the first on the scene of an injury. It is important to create a supportive environment even if there are suspicious circumstances. Every injury should be treated as a legitimate injury or injured workers may end up filing lawsuits. The first 24 hours after the injury are critical and can mean the difference between a costly, prolonged claims process and a smooth return to work.

Respond to the injured employee

First, someone must respond to the injured employee. Train managers and other supervisory personnel to stop what they are doing and provide assistance to a worker who has been injured. Establish procedures so that an employer representative, most often the worker's immediate supervisor, makes immediate contact with the injured worker to get the facts. Personnel should be instructed to actively listen to the injured worker and other witnesses' description of the accident not only to help the employee, but also to begin the prevention process. It is important to reconfirm that the organization has a system to take care of injuries.

Give first aid or arrange for medical attention

On-site management personnel should know basic first aid and be responsible for arranging immediate medical care for injured employees; however, minor the injury may be. Somebody should be ready to accompany the injured worker to the medical care provider. A well-trained supervisor or manager can begin the injury management process at the scene of an accident. Each supervisor should know:

• how to perform first aid;
• who the medical caregiver is going to be;
• where that caregiver is located; and
• which ambulance or other transport service will be used.

Document the accident

Once the immediate medical emergency has been taken care of, it is time to record the accident so that it can be properly reported and documented. A simple, all-encompassing form should be filled out initially to notify the appropriate people, communicate to those involved in the process and demonstrate immediate concern by the supervisor. Each supervisor should know how to fill out the appropriate accident report form and to whom it should be sent.

Obtain all necessary forms. In some states, accident reports are required to be completed on specific forms provided by the agency responsible for administering the workers compensation laws. In other states, certain information must be included on the report. It is important that employers are aware of those requirements that are imposed in each individual circumstance so that the necessary forms are available in the event of an accident.

Explain the company's workers compensation procedures

Depending upon the nature and severity of the injury, either the injured worker or the family should be told about the company's workers' compensation. This advice should include at least a general idea of when workers compensation payments will be made. Most injured workers get little or no information about the benefits to which they are entitled until almost a month after the accident.

Designate a contact person. Remember, injured workers are worried about their jobs, their families and their ability to pay their bills. Failure to respond to these fears and needs in a timely manner only reinforces mistrust of the employer and distrust of the insurer and the system. A quick response from the employer is important, but employers are notoriously slow in reporting accidents on the plant floor through internal channels to the insurance carrier.

One person assigned by the employer (often the employee's immediate manager or supervisor) should then act as the contact person between the worker and the company:

• expressing concern for the injured worker and the family;
• seeking to relieve their anxieties over health and income; and
• encouraging the earliest possible return to work.

Be involved in the medical care given

It is the employer's duty to make sure that the employee receives immediate medical attention, even if that involves transporting the employee to the workplace's medical provider. Then, the employer should follow up. If possible, make contact with the medical provider. In any case, contact should be made with the injured employee or family to discuss the current medical condition, opportunities for work, and follow-up treatment required. It is important to continually reassure the employee and the employee's family that the company has a system in place to take care of them.

Explain benefits an employee can expect. Employers should explain what benefits the employee can expect. Since benefit entitlement varies from one state to another, companies should become familiar with the general entitlements in their locality. Additionally, employees need to know when they can expect to receive benefits. The employee should be told that there will be small out-of-pocket medical expenses. If the medical provider agrees to bill the insurance carrier directly, the employee should be advised of that fact so the employee can avoid paying a large sum up front. Also, employers should advise employees that mileage will be paid for authorized medical attention.

Know the medical provider

After an injury has occurred is not the time to try to locate a physician. Employers should prearrange the provision of preferred providers so that injured employees can obtain immediate medical attention. Employers should also prearrange the best medical treatment they can afford. A physician who will take sides either with the employee or the company should be avoided, since the most desirable physician will do what is best for the injured worker. That will save the company money in the long run.

Take injured workers for treatment. An injured employee should then not only be encouraged but, whenever necessary, actually be taken to these providers for treatment. Even if the employee wants to see his or her own physician, the manager or supervisor should be kept informed. Also, an employee who is treated by the company's designated provider but wants an opinion from his or her family physician should be encouraged to get one.

Use authorized providers. Employees need to know that the company is sending them to an authorized doctor because that doctor will give the best care. Studies show that approximately 80 percent of the initial treatment occurs through direction by the employer, even when not required by law. Some states do not allow the employer to choose the initial treating physician. However, the employer may still suggest a doctor, and the employee may be receptive.

Use providers familiar with the worksite. Initial treatment often sets the tone for the case. Therefore, it is wise to use doctors and clinics familiar with the worksite. Doctors should review the business facilities ahead of time to build understanding. Then, they can be more effective when suggesting light-duty work.

Instruct employees to keep employers informed. Finally, the manager or supervisor should emphasize that the company needs to be kept informed. The employee can be instructed to call after each doctor's appointment. If an injury is serious, the employee should be visited in the hospital or later at home.

File an accident report

No matter how minor it seems, an employee should be required to report every accident. The employer representative receiving the report must be careful to avoid negative responses to the report. Employees should be asked to fill out the accident report in their own words. No opinion should be offered on whether a claim will be contested. That question is best left to a later time when the insurance carrier can decide. Rather, the employee should be reassured that the company has a system to take care of injured workers.

Reprinted with permission. © CCH