Since March 2012, the Commonwealth Bank has been utilising Konekt as its sole rehabilitation provider, with Konekt providing the Commonwealth Bank with Injury Rehabilitation services and Injury Prevention services (Ergonomic Assessments) Australia wide.
The Commonwealth Bank were looking for a sole provider to ensure a consistent level of services, and to ensure that Commonwealth Bank employees were equally supported with their return to work, regardless of their geographic location. The Commonwealth Bank were looking to develop a strong working relationship with one provider, enabling the provider to develop a sound understanding of their business and unique needs. It was Commonwealth Bank’s hope that by utilising a sole provider nationally, strong relationships would exist at the national management level and between Commonwealth Bank claims managers and Konekt consultants.
Twelve months down the track we are happy to report that these expectations have been realised. From a national management perspective, Commonwealth Bank now have a single point of contact within Konekt which has enabled effective and timely resolution of any matters raised. Commonwealth Bank claims managers report that dealing with consultants who are familiar with their business and requirements means that they spend less time transitioning cases to Konekt.
“Overall we have found the experience of working with Konekt nationally over the past 12 months to be a really positive experience. The move to a national provider has streamlined the process and made it easier for all those involved to have consistency of service. Having a base of consultants familiar with the nature of the work and organisation provides a great framework for a sometimes difficult arena” said Tamara Keily, National Manager Workers Compensation, Commonwealth Bank.
Commonwealth Bank claims managers have found access to Konekt’s web based IT platform, Konektiva, extremely valuable. Via Konektiva Commonwealth Bank claims managers have 24/7 access to all activities on Konekt cases including case notes, reports, RTW plans and correspondence. Whilst this access does not replace the importance of regular communication via phone and email, it enables Commonwealth Bank personnel a quick and easy way to get an update on a file, as well as providing full transparency in the relationship.
In addition to the strong relationship and improved efficiencies, the partnership has also resulted in some excellent RTW outcomes. For cases where Konekt provided ongoing RTW services over the past 12 month period, 86% achieved a full return to pre-injury hours and duties which has been a fantastic outcome for Commonwealth Bank and their employees.