Navigator Group is at the forefront of innovation in insured injury management and injury recovery, revolutionising the patient and customer experience. They offer targeted psychological support programs and specialised active injury treatment initiatives. Their approach centres around the customer, providing consistent, evidence-based, and outcome-focused care, resulting in industry-leading recovery outcomes that can be scaled effectively.

Their mission is to revolutionise injury recovery with an evidence-based, patient-centred approach to care. They specialise in structured recovery plans that precisely deliver the care patients need while providing clarity about what to expect. They assemble expert multidisciplinary teams to offer both physical and psychological support, ensuring an effective and timely return to health. Accessible on-demand treatment is made possible for more patients, as their services are available remotely, supported by technology that enhances and scales the human element of care.

This award nomination relates to Navigator Group’s Whiplash program, which was designed for the NSW Compulsory Third Party (CTP) scheme in NSW in partnership with QBE. When designing the ARC Whiplash program in NSW, they applied the essential principles of value-based care, often referred to as the quadruple aim of healthcare:

• Clinical/Client Outcomes: Prioritise effective integrated care that consistently delivers positive, sustainable, and measurable results.
• Patient/Client Experience: The focus is on ensuring high levels of customer satisfaction and empowering individuals to navigate their own care journey.
• Provider Experience: Nurture an engaged workforce of providers with high job satisfaction, which translates into better care delivery.
• Cost Optimisation: Emphasise transparency, efficiency, and process improvements to eliminate waste, redundancy, and resource misuse.

By adopting a Value-Based Healthcare (VBHC) approach, they have reduced costs and lowered claim durations through fixed-fee, outcome-focused programs. The programs also strongly focus on improving person-centred outcomes using qualitative and quantitative Patient-Reported Outcome Measures (PROMS).

Navigator Group are laser-focused on delivering the highest quality, evidence-based care consistently. The Navigator Support Program telephone protocol has been scientifically validated, and there are papers in the press examining feigning spectrum behaviour, patterns of emerging issues over claims duration, indexing trust in insurance interactions, and the utility value of psychometric screening. This support service is the first of its kind for people who have had injuries post motor vehicle accident to resolve their trauma.

Navigator Group acknowledges that it is often the biopsychosocial factors that negatively impact an individual’s ability to recover physically after a motor vehicle accident, so deploy “Navigators” (mental health professionals) to build trust and empower individuals to take control of their recovery.

Navigator Group is incredibly proud of its ARC program and the impacts it has had not only on the CTP scheme in NSW but, most importantly, on the people injured in accidents that utilise the program.

For information about Navigator Group, visit navigatorgroup.com.au