REACHing out to our clients, everywhere
Even in Coronatimes, amidst social isolation practices and half-bare supermarket shelves, we’re still helping our clients on their journey to recovery.
Our business has people at its heart, and although we’re all experiencing challenging times right now, we’re finding ways to provide a normal, exceptional service for our clients.
“Our number one priority is never to compromise the health, safety and wellbeing of our staff, clients, claimants, injured workers,” said Chief Executive Officer and Managing Director, Marcella Romero.
Everyone deserves access to vital, equitable and affordable healthcare services, whether they live in a city region or a remote area. The good news is that RMReach, the telehealth solution to Australia’s long distances that we pioneered back in 2012, is now proving essential during this COVID-19 pandemic that’s hit our nation.
RMReach is a ground-breaking example of innovation in action to resolve problems of distance and isolation for our customers and our insurer clients.
Our treatment protocols – and how we’re using RMReach
The Arriba Group has implemented a simple triage process in the first instance to reduce face-to-face contact with individuals who may be at risk of exposure to the COVID-19 virus.
For all new referrals and existing claims, we ask the following five questions before meeting:
- Have you been in contact with a friend/family member who has a suspected case of Coronavirus?
- Have you travelled to South Korea, Mainland China, Mongolia, Iran, Italy, Spain or Japan in the past six weeks?
- Have any family members travelled to South Korea, Mainland China, Mongolia, Iran, Italy, Spain or Japan in the past six weeks?
- Are you currently unwell?
- Have you been in contact with a friend/family member who has been placed into self-isolation/quarantine?
If the answer to any of these questions is yes, we will postpone the session and advise the person to seek medical advice.
If the answer to all questions is no, we will choose between a normal face-to-face session, or run the session through teleconferencing and/or our RMReach platform.
Over the past few years, Rehab Management has achieved excellent results and enormous costs savings by using this flexible, web-based tool. As far as we know, it was Australia’s first commercial long-distance connectivity tool designed to easily talk to and treat people outside of Australia’s city regions.
Results since 2012 have consistently shown significantly:
- higher return to work rate
- lower average cost per claim
- shorter claim duration
- high travel savings (we saved $225,000 in travel costs for the six-month trial involving just 25 customers!)
- high claim liability savings for the insurer ($1.8 million for the trial period).
Our clients and our staff find RMReach to be efficient and easy to use, with better contact and communication made possible, resulting in much better outcomes for injured people or those with disabilities looking for help finding a job.
Case conferences now conducted via RMREACH
As well as the triage process we outlined above, from Friday 13 March until further notice, the Arriba Group will not be attending case conferences in person.
Instead, we will do these through RMReach or teleconferencing and/or our RMReach telehealth platform.
The tool has enabled us, over several years, to proactively monitor case progress across hundreds of cohorts across Australia and identify any barriers quickly and effectively.
Through mobile or wireless technologies, RMReach also helps people connect with their doctors, health specialists, claims managers, allied health provider or job coach.
The Arriba Group is being proactive where possible
We have taken a proactive approach to managing the impact of the Coronavirus internally, with a host of communications and practical activities to inform staff and clients and adjust our way of doing business across Australia.
We have a regular Coronavirus impact bulletin for staff, and a specially created Senior Response Team meets daily in Sydney’s head office. All national offices display Department of Health posters explaining signs and symptoms of the virus and recommended social and hygiene behaviours.
“If any staff have recently returned from overseas, or are intending to travel overseas, they are required to self-isolate for 14 days on their return,” says Marcella.
“We have suspended all domestic business travel for Arriba staff members, and we have cancelled all business-related group events greater than 10 people.”
Any Arriba staff who present as unwell are required to stay at home.
“On Monday 16 March we rolled out our mandatory staff wellbeing digital surveys twice weekly to track how people are feeling and to help us identify any issues early,” explains Marcella.
“We’re also encouraging staff to maintain social distancing by keeping 1.5m away from each other.”
The Arriba Group has a long history of flexible work practices, such as staff working remotely or from home, made possible by using the latest technology and smart apps. This is proving especially helpful during this time of national crisis.
It matters more than ever that, no matter where they live, Australians can access professional health and rehabilitation support. We’re here for our clients, via phone, email, teleconference or RMReach.
Contact us on 1300 762 989 to find out how we can help or watch a video about RMReach.
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