MHCC Psychological Injury Management Guide (PIMG)

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3.1 Incidents


We prevent incidents and prevent injuries …  but if an injury does occur,  we do what we can to support the injured worker and prevent further harm.

We know that a poor response to a report of injury sets the scene for a problem claim, whereas consistent, positive responses and a clear pathway for return to work provide a firm foundation for recovery.


In the Incidents section, you will find:

  • an overview of incident management, including
    • an incident flow chart
    • description of internal and external reporting requirements
    • incident investigation, corrective action, and information analysis
  • the first steps in the claims process
    • samples and resources associated with:
    • incident / injury notification, including a sample incident form
    • incident investigation
    • claims
    • an information pack for injured workers
    • resolving problems about workers compensation

3.1.1: Responsibilities

The employer, the employee and the insurer each have certain responsibilities in relation to injury management.




For example…

  • Workplace health & safety of workers
  • RTW program and information
  • Trained RTW coordinator (Cat 1 employers)
  • Workforce consultation
  • Nominate approved workplace rehabilitation providers
  • Maintain contact with injured worker
  • Assist  with injury management plan
  • Make  suitable duties available
  • Not  dismiss an injured worker because of the injury within 6 months
  • Provide certain information to workers, the doctor and insurer                                   More

For example…

  • Follow medical advice
  • Participate  in the development of an injury management plan and return to work plan
  • Return to work on suitable duties when cleared by the treating doctor
  • Advise  supervisor immediately if experiencing any difficulties with the suitable duties allocated
  • Organise  all medical and treatment appointments outside of work hours whenever possible


For example…

  • Consult with injured worker, employer and treating doctor. 
  • Develop and review injury management plans
  • Make decisions about treatment
  • Provide advice, information





Incidents - Flow Chart 

We take action to prevent harm when we are aware of a hazard or incident, and make notifications as needed.

3.1.1 Incident Flowchart

3.1.2: Incident Reporting - Internal

What needs to be reported to the employer?

Identify and record all WHS incidents …. whether or not these cause injury or damage

  • All hazards (anything that has the potential to cause ill health or injury)
  • All near-misses (events that do not cause injury but have potential to do so)
  • All minor incidents  (events that cause a minor injury of a first aid nature)
  • All injuries (events that cause an illness or injury requiring medical attention)

How can incidents be reported to the employer?

Formal methods may include:

  • verbally to the line manager
  • via an Incident Form which enables reporting of incidents,hazards and near misses - or via separate forms for each
  • register of injuries (see below)

Informal methods may also be considered to be a type of reporting.

  • for example,  if a supervisor overhears a conversation by workers about a hazard or near miss that has not otherwise been reported, that supervisor may treat it as an informal report, and ask staff to complete the appropriate form.

Register of Injuries

The injury register must include the following:

(a) name of the injured worker
(b) the worker's address
(c) the worker's age at the time of injury
(d) the worker's occupation at the time of injury
(e) the industry in which the worker was engaged at the time of injury
(f) the nature of the injury
(g) the cause of the injury.

3.1.3: Incident Notification - External

(Drawn from WorkCover Reporting an Incident or Injury)


3.1.3 Incident Notification

3.1.4: Investigation & Corrective Action

Take action to prevent further harm by:

  • investigating what contributed to the incident and
  • taking corrective action

We conduct thorough investigations to learn the root causes of the incident, take immediate action to minimise harm, and look for ways to improve processes to prevent similar incidents from occurring again.




3.1.5: Reviewing  information about Incidents (hazards, near-misses, minor incidents  & injury / illness)

What sort of information should be analysed?

Examples of incident information to be analysed may include:

  • Who was involved
  • What happened (or nearly happened) and Why (cause)
  • Where  and when it occurred
  • Equipment involved
  • Corrective action
  • Impact (eg hazard, near miss, minor incident).

In addition,  sick leave data, climate, and staff health status (eg via survey) may also be included in some analyses.

The analysis may reveal trends such as:

  • A number of staff experiencing the same minor, emerging injury (may indicate ergonomic issues)
  • Timing and/or equipment  patterns
  • The same corrective action being repeated (may indicate a system/process issue)

We analyse incident information monthly and report it to the senior management meeting. We  incorporate information from analyses into the risk management system.   

3.1.6: First Steps in the claims process

3.1.6 First steps

3.1.7: Links to Incident / Injury Information, Samples and Resources