Elevating the Standard for Injured Worker Care

Lydia Patterson is the Claims Director at Ingram Barge Company, based in La Vergne, Tennessee. With over 25 years of experience in workers’ compensation, injury claims, and risk management, she champions empathetic communication, timely support, and balanced investigative strategies to achieve optimal recovery and return-to-work outcomes.

When a mariner or any worker is injured on the job, the first few conversations set the tone for everything that follows—recovery, trust, cooperation, and outcomes. In my 25 years working in workers’ compensation, I’ve learned that clear, compassionate communication during initial contacts is not just a best practice, it’s the cornerstone of effective claims management and humane care.

The Power of Initial Contact

Early communication is often a defining moment. Injured workers are often confused, anxious, and in pain. How we speak to them—the tone we set—can either open a path to recovery or create resistance.

Here are key communication principles that should guide every interaction:

• Acknowledge their experience: Recognize their pain, confusion, and stress. A simple “I’m sorry you’re going through this” can humanize the process.

• Be clear and honest: Avoid jargon. Explain the injury, treatment options, and what to expect from the process using plain language.

• Respond, don’t deflect: When workers have questions about pay, job status, or treatment, answer directly and promptly.

• Stay connected: Regular updates build trust and prevent misinformation. Silence creates anxiety.

• Protect their privacy: Share information only with those who need to know. Confidentiality builds respect.

Why Timely Compensation Matters

Delays in payment aren’t just administrative issues, they can destabilize a worker’s entire life. Missed rent, unpaid utilities, and empty refrigerators all add to the stress of recovery. Timely wage replacement is not a luxury; it’s a necessity. It reinforces that the system is working for them, not against them.

Prompt payment also protects employers. It helps avoid legal penalties, reputational harm, and prolonged conflict. In many cases, acting with urgency is the difference between a cooperative claim and a contentious one.

Investigate or Support? The Answer is Both

One of the biggest tensions in workers’ compensation is the balance between investigating the injury and supporting the injured worker. Both are essential, but how they are executed makes all the difference.

The Role of Investigation

Workplace injuries must be investigated thoroughly to identify root causes, ensure regulatory compliance, and prevent future incidents. Investigations also clarify liability, which is necessary for legal and insurance purposes.

However, investigations that feel adversarial, like interrogations or attempts to catch someone in a lie, often backfire. They create mistrust and can even escalate a simple claim into litigation. Investigations should be fact-finding missions, not fault-finding expeditions.

The Role of Support

Supporting an injured worker involves more than medical treatment. It means:

• Ensuring access to prompt and appropriate care.

• Providing financial and emotional support.

• Offering modified duties or workplace accommodations.

• Communicating regularly and empathetically.

Support isn’t just compassionate, it’s strategic. Workers who feel supported recover faster, are more likely to return to work, and less likely to file lawsuits. Support promotes loyalty, morale, and long-term retention.

The Balanced Approach

It is possible, and necessary, to investigate responsibly while also supporting compassionately. Here’s how:

• Conduct fair, respectful investigations: Explain the purpose clearly. Let the worker know you’re seeking truth, not blame.

• Provide support from Day 1: Don’t wait for the facts to be perfect before offering medical or financial help.

• Collaborate with the worker: Involve them in identifying how the injury occurred and how to prevent it in the future.

• Communicate transparently: Keep the injured worker informed throughout the investigation and recovery process.

Early Return to Work: A Win-Win

Encouraging a safe, early return to work, even in a modified role, benefits everyone. It:

• Accelerates recovery by restoring routine and purpose.

• Reduces costs associated with long-term disability.

• Keeps the worker connected to the workplace.

• Reinforces that they are a valued member of the team.

Conclusion

At the heart of every claim is a human being navigating pain, uncertainty, and often fear. When employers, claims professionals, and medical providers communicate clearly, act quickly, and balance due diligence with empathy, we create outcomes that are not only legally sound, but morally right.

The goal is not just to close a claim, but to care for a person. That’s how we move this field forward.