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Claimant and clinician perspectives on sources of claimant distress in interactions with Australian compensation schemes: a qualitative study.

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Title: Claimant and clinician perspectives on sources of claimant distress in interactions with Australian compensation schemes: a qualitative study.
Authors: Sim, Alison, McNeilage, Amy G., Rebbeck, Trudy, Ashton-James, Claire E.
Source: Disability & Rehabilitation. Jun2025, Vol. 47 Issue 13, p3323-3333. 11p.
Subjects: Self-evaluation, Empathy, Health insurance reimbursement, Traffic accidents, Qualitative research, Interviewing, Primary health care, Workers' compensation, Work-related injuries, Sound recordings, Thematic analysis, Attitudes of medical personnel, Psychological stress, Research methodology, Research, Sociodemographic factors, People with disabilities
Geographic Terms: Australia
Abstract: Purpose: Recovering from compensable injuries can be influenced by a variety of factors including the claimant's experience of distress during the claims process. In order to develop cross-scheme, nation-wide strategies to improve claimants' interactions with the compensation system, reduce claimant distress, and improve claimant outcomes, it is important to understand sources of claims-related distress from the perspective of both claimants and clinicians. Methods: An exploratory qualitative design was undertaken using semi-structured interviews with 13 claimants and 26 clinicians from four injury compensation schemes in five Australian states. A collaborative and reflexive thematic analysis was undertaken with an inductive approach to coding, and themes were constructed for claimants and clinicians across compensation schemes. Results: Claimants and clinicians interviews revealed four main sources of distress, including (1) complexity and delays in administrative processes, (2) interruptions to recovery caused by treatment delays, (3) non-individualised approaches to care, and (4) a lack of support for navigating the claims process. Conclusion: Sources of claims-related distress identified by claimants and clinicians in the present study point to the urgent need for nationwide systems level changes to reduce claimant distress in the pursuit of better claimant outcomes. IMPLICATIONS FOR REHABILITATION: People who have a compensable insurance claim experience often experience interactions with the insurer and claims process as stressful. Providing information about the claims process to people with a compensable injury may help to reduce claim-related distress during recovery. Finding opportunities to provide social support and reassurance to people with a compensable injury may help them feel supported and reduce distress. Reducing distress for people who are recovering from a compensable injury may lead to better recovery outcomes. [ABSTRACT FROM AUTHOR]
Copyright of Disability & Rehabilitation is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Psychology and Behavioral Sciences Collection
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  Data: Claimant and clinician perspectives on sources of claimant distress in interactions with Australian compensation schemes: a qualitative study.
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  Data: <searchLink fieldCode="JN" term="%22Disability+%26+Rehabilitation%22">Disability & Rehabilitation</searchLink>. Jun2025, Vol. 47 Issue 13, p3323-3333. 11p.
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  Data: Purpose: Recovering from compensable injuries can be influenced by a variety of factors including the claimant's experience of distress during the claims process. In order to develop cross-scheme, nation-wide strategies to improve claimants' interactions with the compensation system, reduce claimant distress, and improve claimant outcomes, it is important to understand sources of claims-related distress from the perspective of both claimants and clinicians. Methods: An exploratory qualitative design was undertaken using semi-structured interviews with 13 claimants and 26 clinicians from four injury compensation schemes in five Australian states. A collaborative and reflexive thematic analysis was undertaken with an inductive approach to coding, and themes were constructed for claimants and clinicians across compensation schemes. Results: Claimants and clinicians interviews revealed four main sources of distress, including (1) complexity and delays in administrative processes, (2) interruptions to recovery caused by treatment delays, (3) non-individualised approaches to care, and (4) a lack of support for navigating the claims process. Conclusion: Sources of claims-related distress identified by claimants and clinicians in the present study point to the urgent need for nationwide systems level changes to reduce claimant distress in the pursuit of better claimant outcomes. IMPLICATIONS FOR REHABILITATION: People who have a compensable insurance claim experience often experience interactions with the insurer and claims process as stressful. Providing information about the claims process to people with a compensable injury may help to reduce claim-related distress during recovery. Finding opportunities to provide social support and reassurance to people with a compensable injury may help them feel supported and reduce distress. Reducing distress for people who are recovering from a compensable injury may lead to better recovery outcomes. [ABSTRACT FROM AUTHOR]
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  Data: <i>Copyright of Disability & Rehabilitation is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=pbh&AN=186082442
RecordInfo BibRecord:
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      – Type: doi
        Value: 10.1080/09638288.2024.2419448
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      – Code: eng
        Text: English
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        PageCount: 11
        StartPage: 3323
    Subjects:
      – SubjectFull: Self-evaluation
        Type: general
      – SubjectFull: Empathy
        Type: general
      – SubjectFull: Health insurance reimbursement
        Type: general
      – SubjectFull: Traffic accidents
        Type: general
      – SubjectFull: Qualitative research
        Type: general
      – SubjectFull: Interviewing
        Type: general
      – SubjectFull: Primary health care
        Type: general
      – SubjectFull: Workers' compensation
        Type: general
      – SubjectFull: Work-related injuries
        Type: general
      – SubjectFull: Sound recordings
        Type: general
      – SubjectFull: Thematic analysis
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      – SubjectFull: Attitudes of medical personnel
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      – SubjectFull: Psychological stress
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      – SubjectFull: Research methodology
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      – SubjectFull: Research
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      – SubjectFull: Sociodemographic factors
        Type: general
      – SubjectFull: People with disabilities
        Type: general
      – SubjectFull: Australia
        Type: general
    Titles:
      – TitleFull: Claimant and clinician perspectives on sources of claimant distress in interactions with Australian compensation schemes: a qualitative study.
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            NameFull: Sim, Alison
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              M: 06
              Text: Jun2025
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              Y: 2025
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