EDMONTON - The "customer satisfaction" survey that is being used by the Workers' Compensation Board (WCB) to defend itself from mounting public criticism is deeply flawed and misleading, says the president of Alberta's largest union organization.
"Over the past few weeks, spokespeople from the WCB have repeatedly trotted out results from their annual client satisfaction survey. They've been using the survey to back up claims that things are running smoothly at the Board and that most people are satisfied with the service they receive," says Audrey Cormack, president of the Alberta Federation of Labour.
"Unfortunately, the survey is deeply flawed. The Board only questioned people whose claims have been settled and whose files have been closed. People who are still waiting for a decision on their claims were excluded - as were people who are still receiving compensation payments or services such as rehabilitation therapy, vocational training, or employment counselling."
As a result of the survey's design, Cormack says the Board has failed to get an accurate picture of how its clients - injured workers and employers - really feel about the service they receive.
"The survey neglects to consider the views of the people who are most likely to be dissatisfied," says Cormack. "Given this situation, it's no wonder the WCB gets such high marks. That's what happens when you only question the people who are least likely to complain."
The WCB's satisfaction survey is conducted every year and the results are published in the Board's annual report. The 1998 survey showed satisfaction rates among the people surveyed were up slightly from 1997.
"I have no problem with surveys - they can be useful tools," says Cormack. "But I'm concerned that be excluding so many people, the survey paints a false picture. I'm also concerned that the Board is hiding behind these numbers and using them as an excuse to not address the pressing concerns about service and accountability that are being raised by workers and employers around the province."
For more information call:
Audrey Cormack, AFL President: 483-3021 (wk) 499-6530 (cell) 428-9367 (hm)
Comments (2)By Betty King | March 01, 2012
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By hardrive | February 25, 2012
radiologist report; Nothing wrong; no reason for pain identified;(Scan paid for by WCB)
Even states this on order form;
How could this be possible as in extreme pain;
2nd opinion, from board certified radiologist; extreme problems which require surgery;
Now that it has been revealed that Doctors are being bullied; I suspect radiologists are also being bullied to minimize the results, I have 6 items identified by 2nd opinion radiologist who has no vested interest in outcome; These 6 items are career ending injuries;
Doctor requests retraining for new career. Grade 12 WCB employee with no medical training; WCB answer ( NO injured worker is recoverable, claim terminated), further requested specialists appointment request from Doctor; DENIED by wcb employee with grade 12 education;
If anyone thinks WCB is helping injured workers, obtain medical care for work injuries, they are wrong, as time after time after time; Medical care has been denied;
Listen up people, you could be next, or your children could be next;
There is a gigantic fraud going on in the workers compensation system;
How is it possible that injured workers are allowed to be denied medical care
and diagnostic tests results are being falsified to deny injured workers their
health recovery.
When there is significant injury and insurance interests, certain doctors are paid
to turn blind eye, and state no reason for pain found;
Paying a person a bonus to close claim files is FRAUD;
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