In a previous post, we talked about the major ways that case managers from Paradigm Complex Care Solutions are helping injured workers navigate the challenging circumstances caused by the COVID-19 pandemic. Before overcoming return-to-work obstacles, providing vocational services, and delivering on-demand field case management, the first and perhaps most important step is creating a meaningful connection with each person we encounter.

We believe that the human element is the absolute foundation of a successful outcome. Our case managers handle the most complex and difficult on-the-job injuries. With monumental training and resources at their disposal, they also bring a genuine passion while connecting to their injured workers — which we have found to be essential to a successful outcome. Since each person and case are unique, no two connections will manifest themselves in the same way. That’s why we’re sharing just a few real-world examples of how our exceptional team has made a difference through a deeply held commitment to connect with our patients, clients, and partners.

Clinical relationships help our case managers stay connected 

One of the biggest challenges during this pandemic has been case managers’ inability to perform critical in-person visits due to restrictions at hospitals and other care facilities. In addition to the barriers this can create for successful claims resolution, there is also substantial risk of negative psychological and behavioral issues due to the isolation these patients experience.

When a Paradigm case manager took on a workplace injury that required immediate surgical intervention, he knew there was a possibility that the patient would have to go through the entire process alone. The hospital had a no-visitors policy due to COVID-19. Our Paradigm case manager, however, had a long-standing professional relationship with the injured worker’s surgeon and was able to leverage that relationship to secure clearance for a rare in-person visit. Isolated from friends and family, the injured worker was incredibly relieved to have an advocate by her side as she began her healing journey. Our case manager’s strong professional network allowed her to create an important connection and have a significant emotional impact on the injured worker.

Dedication and creative solutions lead to positive outcomes

Delays in treatment represent another hurdle that COVID-19 has caused for many injured workers. In many workers’ compensation cases, surgeries that were essential to recovery have been deemed as elective and non-emergent, leading to weeks or even months of delay. While made on a precautionary basis, these delays have resulted in additional physical and emotional suffering, and have had negative effects on long-term outcomes, with increased claim costs.

When faced with these situations during the early days of the pandemic, Paradigm case managers made every effort to ensure the injured workers received the care they needed in a timely fashion. In one situation, an injured worker’s surgery was delayed, as the provider’s local jurisdiction mandated a postponement of all non-essential surgeries requiring full anesthesia. His case manager researched the issue and found that the provider was willing to conduct the surgery using local anesthesia instead. Consequently, the case manager was able to arrange for the surgery to be completed. As a result, the patient had surgery at the end of April, and was authorized to return to full duty by early June. If the case manager had not connected the provider and injured worker to discuss the option of local anesthesia, the surgery could still be pending and the injured worker still out on disability.

Exceptional service with telehealth when circumstances demand

While our case managers always strive to provide in-person service whenever possible, the current environment has made it necessary to perform some duties remotely. When presented with even the most complex cases, our case managers have been able to achieve positive outcomes, while navigating the new challenges presented by tele-platforms.

One case manager was faced with this type of situation when striving to successfully complete a particularly lengthy and challenging case. When an in-person doctor visit was not available for an injured worker in early April, a case manager took the steps needed to arrange a remote meeting. The recovery was complicated by behavioral health issues. Our case manager recognized that the most productive way forward was to ensure that this injured worker felt empowered and included in the process, which meant a remote meeting with the doctor, patient, and case manager. As a result, the patient was returned to work and deemed at maximum medical improvement more than a year ahead of earlier projections.

Paradigm Complex Care Solutions is incredibly proud to tell these stories and thankful to have a team that is extremely passionate about connecting with those we serve. We have more to share, and in the coming weeks, we’ll continue to provide you with in-depth examples of how our case managers have continued to bring positive outcomes during these unprecedented times.

In the meantime, our team is ready and able to support the recovery of your injured workers. Call us today at 888-425-2747 or email us at complex@paradigmcorp.com to learn how we can help.