Frequently asked questions
For HR, work health and safety, and operations. These answers are general in nature and do not replace advice for your specific matter. Contact us to learn more about how we can help.
Getting started
- Who is Injury Management Doctors for?
- We work primarily with employers—HR, work health and safety, people and culture, and operations—who need a dependable clinical pathway when someone is injured at work. We also see workers when referred by their employer.
- How do we engage your services?
- Start with a call or email to info@injurymanagementdoctors.com.au. We will confirm what we need next based on the injury, location, and your internal process. Contact us to learn more about how we can help.
- What should we put in an employer referral?
- Include employer contact details, the worker’s name and role, date of injury, a short factual description of what happened, any first aid or emergency care received, current work status, and any reference numbers your organisation or the worker already holds. More context upfront usually speeds triage.
- How fast can you triage a new referral?
- We aim for same-day or next-business-day triage where clinically appropriate and capacity allows. Complex presentations, incomplete information, or remote locations may take longer. Intake will give you an expected timeframe.
- Do you only see certain industries?
- No. We support employers across sectors—logistics, construction, manufacturing, health and community services, professional services, and others. The clinical pathway is adapted to the job demands and the injury.
Workers’ compensation & documentation
- Which workers’ compensation rules apply?
- Requirements depend on the Australian state or territory where the worker is based and where the injury falls under local workers’ compensation law. Tell us the worker’s location when you refer so documentation and language can align with the applicable framework.
- Do you issue certificates of capacity?
- Where clinically appropriate and consistent with jurisdictional requirements, treating clinicians provide medical certificates and certificates of capacity as part of care. Wording and forms differ by state; we work within the rules that apply to each case.
- Can you help with incident records and notifications?
- We focus on clinical assessment, treatment, and medical reporting. Your organisation remains responsible for internal incident reporting and any external notifications required under your procedures and applicable law. Our claims triage service can help you think through early steps—contact us to discuss.
- Will reports be accepted by claims administrators?
- We prepare clinical reports and updates in formats commonly used in workers’ compensation matters. Acceptance and requests for further information sit with the party assessing the claim. If something needs clarification, we address it through normal clinical correspondence.
- Do you discuss fees, engagement, or commercial terms on the website?
- No. How we work with your organisation depends on the matter. Contact us to learn more about how we can help.
Clinical care & treatment
- What happens at the first assessment?
- The worker is assessed by an appropriate clinician, history and examination are documented, and a plan is discussed—tests, treatment, restrictions, and follow-up. You receive communication aligned to privacy and the needs of the claim, without replacing your internal HR or legal role.
- Do you offer telehealth?
- Yes, where clinically appropriate and consistent with professional standards. Some injuries require in-person examination or emergency care; those cases are directed accordingly.
- Can you arrange specialists or allied health?
- Yes, when indicated. Referrals are made on clinical merit with clear questions for the receiving clinician and relevant investigations attached where possible. This ties in with our injury management and case management services.
- Do you treat psychological or stress-related claims?
- Where presentation falls within our scope and clinical suitability, we coordinate care that may include mental health professionals. Scope and urgency are determined at triage and assessment—not every matter is appropriate for every provider.
- What if the worker’s condition is an emergency?
- For life-threatening or serious emergencies, call 000 (triple zero) first. Our service is not a substitute for emergency services.
Return to work
- Do you support return-to-work planning?
- Yes, when clinically appropriate. That can include discussions of capacity, suitable duties, and communication with the workplace—always respecting clinical limits and privacy.
- Who sets suitable duties?
- The employer proposes suitable duties consistent with medical restrictions and workplace reality. Clinicians certify capacity and may comment on fitness for proposed tasks; they do not run your roster or enterprise bargaining arrangements.
- What if the worker cannot return to their pre-injury role?
- Clinical notes and certificates should reflect capacity honestly. Longer-term outcomes may involve rehabilitation, retraining, or other pathways governed by law and policy—we provide medical input; strategy sits with you, the worker, and your advisers.
Privacy, consent & information sharing
- What will you share with the employer?
- Generally, information relevant to work capacity, treatment progress, and workplace safety—subject to consent, legal requirements, and clinical judgment. Sensitive clinical detail is not broadcast unnecessarily.
- Does the worker need to consent to a referral?
- Employers should follow their own policies and privacy law. Our forms include a consent acknowledgement for employer-submitted referrals. If something is unclear at intake, we will clarify before proceeding.
- Where is personal information stored?
- See our Privacy policy for how we collect, use, and disclose information. Health information receives additional care consistent with Australian privacy and health privacy expectations.
What we do not do
- Do you provide legal advice?
- No. We provide clinical care and medical reporting. Legal interpretation of entitlements, disputes, and strategy belongs with qualified legal advisers and, where applicable, your internal claims contacts.
- Do you decide if a claim is accepted?
- No. Claim acceptance is for the relevant claims administrator or statutory authority under applicable law. We supply clinical evidence; we do not determine liability or entitlement.
- Can you guarantee claim outcomes or return-to-work dates?
- No. Recovery and claims depend on many factors. We give clinically honest timelines and capacity opinions; we do not guarantee insurer or workplace decisions.
For injured workers
- I was referred by my employer—what should I expect?
- Respectful assessment, explanation of findings, and a treatment plan focused on recovery and safe activity or work where appropriate. See our For injured workers page for privacy and practical notes.
- Can I contact you directly without my employer?
- For scheduling or administrative questions linked to an existing referral, use the contact details on our site. For new clinical relationships, pathways usually start with the employer or an existing referral—contact us and we will guide you.
Network & quality
- Who are your clinicians?
- We use a vetted network of medical and allied health practitioners oriented to workplace injury and recovery. Credentialing and orientation to our documentation standards apply before practitioners see employer-referred workers.
- Do you publish a list of every site and practitioner?
- We do not publish exhaustive network lists on the website. Enterprise clients may receive additional detail under appropriate confidentiality. Contact us if you have specific coverage questions.
- How do you handle complaints about care?
- Concerns should be raised with us in the first instance using the Contact page. Serious clinical complaints may also involve the relevant regulator for the practitioner concerned—we will point you to appropriate channels if needed.
Practical matters
- What are your usual business hours?
- Standard contact hours are listed on our Contact page. If you have an urgent clinical matter outside those hours, follow your local emergency pathway (000). For everything else, contact us and we will respond as soon as practicable.
- What if the worker is based in another state or territory?
- Workers’ compensation is state- and territory-based. The applicable law depends on where the worker is employed, where the injury occurred, and other connecting factors. Give us those details at referral so documentation and advice align with the right jurisdiction.
- Can you arrange interpreters?
- Where an interpreter is needed for safe, informed consent and assessment, arrangements can be made in line with clinical and privacy requirements. Mention language needs at referral or intake.
- What is the difference between treating care and an independent assessment?
- Treating clinicians manage ongoing care and produce treatment-focused records and certificates. Independent assessments are usually arranged under specific instructions for a defined opinion. Tell us what you require—contact us to learn more about how we can help.
- How do we request medical records or reports?
- Email or write using the Contact page with the worker’s details, date range, and any authority to release information. Privacy law and clinical record-keeping rules apply; we process requests within reasonable timeframes.
- Do you only work with large employers?
- No. We support organisations of different sizes. Processes may scale with volume—contact us to discuss your needs.
- Can you attend our site or meet our WHS team?
- Where appropriate to the matter, workplace liaison or education can be discussed. Scope depends on clinical need and engagement terms. Contact us to learn more about how we can help.
- How often will we receive updates?
- Frequency depends on claim stage, clinical stability, and what you need to run your business. Case-managed matters typically include scheduled updates; simpler episodes may be event-based. Agree expectations at intake.
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