Page 12 - 1 One Simple Question

One Simple Question - Four Complex Answers

The Home Modification Survey

Part 4: Communication and Documentation

The survey was one simple question; What is the most challenging part of the home

modification process? The third most frequent answer: Communication and documentation.

It’s a pretty obvious fact, that the right information, communicated in the right way, at the right
time will reduce confusion and improve the outcomes with a home modification project. Of course,
knowing what is “right” is often a sliding scale. And knowing who to communicate with, often varies
from claim to claim.

While the who, what, when, why and how might vary, one thing is for certain, appropriate

communication and documentation is an important part of the workers’ compensation process.
When I was a practicing occupational therapist, we were always taught that if it wasn’t

documented, it didn’t happen. And if it didn’t happen, we didn’t get paid for it. The problem was
that we often ended up spending just as much time charting as we did treating patients. Too much
documentation can be counterproductive and not enough can leave you empty handed.

According to Merriam-Webster, communication is “a process by which information is exchanged
between individuals through a common system of symbols, signs, or behavior”. And

documentation is “to create a record of (something) through writing” or “to provide with factual
or substantial support for statements made or a hypothesis proposed.” Simply put,

communication is sharing information, and documentation is the written record of that
communication.

When it comes to communication, most people have a personal preference as to the means and
frequency by which they want to be communicated with. I have worked with some claim handlers

that simply want an occasional email and an update at key points during the home modification
process. While others want weekly phone calls and ask to be informed every step of the way.

Knowing who to communicate with can also be a real challenge. I have been on assignments
where we have worked with one claim handler and no one else. I have also worked on

assignments where as many as 16 different people from various entities had a say in the
authorization and control of the assignment. Keeping the right people in the loop of

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