In 2006, Fraser Health embarked on a project with WorkSafeBC to review the process for establishing and managing claims. Out of this review, multiple challenges were identified with the reporting process such as delays in paperwork traveling through inter-office mail, process confusion, improperly completed forms, and incorrect information all of which resulted in delays with employee claims.
As a result, the idea of a centralized reporting system where staff could call in their incident report was born.
The Provincial Workplace Health Call Centre initially launched service to the employees of Fraser Health Authority in November 2007. Within 6 months of the launch, the majority of staff chose to report through the Call Centre rather than complete paper reports. The timeframe which previously took several weeks was cut dramatically to a few days.
A communicable disease outbreak involving multiple sites in 2008 resulted in the need to design a centralized delivery model for the Occupational Health Nursing Team. By the following year, Occupational Health Nursing Services were added to the Call Centre as an additional scope of work. This created significant efficiencies in documenting base-line immunization protection, reviewing staff for vaccination gaps, and referring those who required vaccinations to local clinics.
The successful partnering with the Vancouver Island Health Authority in 2010 paved the way to onboarding more Health Authorities in British Columbia. A rapid expansion then started in 2011, servicing a new Health Authority within the province every few months.
Today, we process over 8,000 calls per month from employees of Fraser Health Authority, Vancouver Coastal Health, Island Health Authority, Interior Health Authority, Northern Health Authority, Provincial Health Services Authority, Providence Health Care, BC Clinical and Support Services Society, and the British Columbia Emergency Health Services.
The next chapter of our story will target improving access to our services through expanded hours and the development of self-serve tools for reporting. We look forward to continuing to support and serve the healthcare workers in BC!