Embed Size (px)
Citation preview
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
