24/7 early intervention injury management, all in one place

Sonder’s early intervention injury management program provides members with a single-point-of-entry to get expert advice and treatment options for addressing physical workplace injuries, as early as possible.

Once purchased, your workforce can immediately access it 24/7, via the chat and call function within the Sonder app.

Sonder’s early intervention injury management program is currently only available to customers within Australia. It can be purchased alongside a new Sonder subscription plan, or as an add-on to an existing Sonder Essential Care or Total Care plan.

A core component of effective injury management is an evidence-based clinical triage process that maps the right treatment at the right time for workplace injuries. Here’s how it works:

Step 1: Reporting a workplace injury

When a member suffers a workplace injury, they can immediately report it to Sonder via in-app chat or by call through the Sonder mobile app. This service is available 24/7 for registered team members. Managers can also facilitate a team member to obtain support at any time.

Step 2: Clinical assessment and triage

Upon identification that the presentation is a workplace injury, the member will be transferred (via phone or chat) to one of our registered nurses for assessment.

The registered nurse will conduct a clinical triage of the member to determine the appropriate type of treatment for the presenting injury.

Based on the severity and nature of the case, the nurse will refer the member from one of the following treatment pathways, available through our nationwide health provider network:

• Emergency Department (ED): If immediate medical attention is needed, the member is advised to go to the nearest hospital ED. Sonder can coordinate ambulance services if necessary
• General Practitioner (GP): For less urgent injuries, Sonder arranges a GP appointment (in-person or telehealth)
• Physiotherapy: If a GP isn’t needed, Sonder can refer the member to a physiotherapist
• Imaging: If recommended by a GP or physio (e.g., X-rays, CT scans)
• Self-care: In some cases, the nurse may recommend self-care measures and follow up to monitor symptoms

Before proceeding with any treatment, members must consent to having their information shared with their employer, treatment plans, and healthcare providers. If a member does not provide consent to the above, or elects to proceed with their own healthcare provider of choice, Sonder shares the summary with the employer and closes the case.

For the full scope of treatment outcomes, in-depth explanation of our clinical triage model, treatment outcomes, and reporting process, download the technical guide to Sonder’s early intervention injury management.

Our initial clinical assessment and triage process can address all types of physical workplace injuries.

Once an initial clinical assessment has been conducted by our nurses, members can elect to proceed with our recommended treatment pathways depending on the injury, which include GP appointments, imaging, physiotherapy, guided self-treatment, or emergency department visits.

Mental health related injuries are not covered by Sonder’s early intervention injury management. Sonder’s core offering and associated support pathways provides comprehensive support to members who have concerns or seeking support for mental health.

In order to access the injury management program, members must consent to their entire treatment plan, records and communication pertaining to this injury being communicated back to their respective manager and employer.

If the member does not consent to this information being shared, a regular triage, advice and referral to a public service can be provided, but any injury management providers pathways are excluded.

Sonder’s injury management program is not included in our Total Care plan, and must be purchased as an addition to any Sonder subscription plan. To learn more about pricing, speak with our sales team, or contact your Sonder customer manager.

Customers will only receive consolidated invoices for all treatment directly from Sonder. Sonder will collate the costs of all cases and provide to customers on an agreed-upon schedule (Monthly/Quarterly). In the event a team member does not attend a treatment session and Sonder incurs costs for this, this cost will be included in the final invoicing to the customer.

No, if an injury reaches a level of complexity or if your team member indicates that they are submitting a workers compensation claim, then Sonder will not continue to manage the case and refer the team member back to your internal team who manages injury claims.

Didn’t find an answer to your question? Contact us to learn more.