What health care providers need to know

At all times, WorkSafeNB is committed to putting our clients, our employees, and our service providers, like you, at the centre of all we do. And we’ve never been more focused on that priority than we are now, during this global pandemic of COVID-19.

Services are critical, and we are working with psychologists, occupational therapists, physiotherapists and many others to deliver services in innovative and creative ways. This can include remote home programs and video-conferencing over secure networks.

You may be adjusting face-to-face interaction with clients in workplaces and in homes as we navigate this challenging time. We support you in your health and safety efforts. 


Occupatonal therapists

To help workers in their recovery, we have piloted a remote client monitoring program.

We ask that you ensure that your WorkSafeNB clients who are permitted into their workplaces have an updated return-to-work program as per usual practice, and follow up with them via phone or secure virtual option based on their need (such as every 1-2 weeks).

For WorkSafeNB clients who are not permitted to go to their workplace due to COVID-19 restrictions, we ask that you set up a structured program of home activities/simulations to maintain their function while they are not at work, and send an outline of this program to the claim manager through secure email.

WorkSafeNB will support OT initial assessments and follow-ups by phone/secure virtual options. We ask that you document the nature of your contact (phone/email) on your reports. As per usual practice, you can bill the occupational therapy hourly rate for writing reports/emails and the time on phone calls.


We would also like to remind you of your responsibility to communicate in a secure manner to maintain privacy of client information: 
“CAOT expects the members to ensure confidentiality and privacy of personal information” (Canadian Association of Occupational Therapy, Code of Ethics)



We will support you in your health and safety efforts to ensure injured workers continue to receive necessary mental health services. In other words, WorkSafeNB will pay the usual clinical rates for services provided by telephone or video-conferencing.

The College of Psychologists of New Brunswick (CPNB) recommends the use of encrypted video-conferencing services (ex., Skype Enterprise, Zoom, WebEx or Adobe Connect, etc.) as opposed to FaceTime or the free version of Skype, which are less secure. Consistent with CPNB’s recommendations, WorkSafeNB encourages encrypted web platforms.

If you have specific questions about a WorkSafeNB client, please reach out to the client’s claim manager as they remain on the job as part of WorkSafeNB’s commitment to supporting critical functions.

Providers and clients should be reassured that there should be no disruption in the payment of benefits or professional fees. 


We reiterate the clear statement by CPNB that: “Clients must be informed of the risks inherent in the use of these technologies and consent to their use in an informed manner.”

To participate, we ask that you ensure your WorkSafeNB clients have a structured home program to continue their treatment and progress toward their return-to-work goal. To support the client’s home, we will authorize simple exercise equipment you deem necessary such as free weights, TheraBand, etc.

As outlined by NBPA guidelines, the need for urgent referrals is at your discretion. However, we believe that if WorkSafeNB clients have a strong in-home program and weekly check-ins with their physiotherapist, there should be minimal impact on their progress while also minimizing the spread of the virus.

To support this new model:

  1. WorkSafeNB will support telephone or secure virtual check-ins by the physiotherapist with our clients at a maximum of once per week.
  2. WorkSafeNB will pay the usual treatment fee for this service provided there is an email sent to the case manager for each contact that outlines:
    1. The client’s current status over the previous week– subjective reports, exercise program compliance, functional status and abilities.
    2. An updated treatment plan including structured home program of exercises, activities, and symptom self-management.

As due diligence, WorkSafeNB will be performing spot checks for treatments that are billed to ensure there has been email documentation to the claim manager and to receive feedback from clients on the remote interaction with the physiotherapist.


We would also like to remind you of your responsibility to communicate in a secure manner to maintain privacy of client information: 

“The Service Provider shall protect the personal health information received by the Commission and will satisfy the Commission, when requested by the Commission, that it has information practices in place based on nationally or jurisdictionally recognized information technology security standards and processes appropriate for protecting personal health information” (Section 6B of the Primary Physiotherapy Contract)



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