Injured Workers’ Assessment of Vocational Rehabilitation Services Before and After Retraining

Purpose Workers’ compensation-based vocational rehabilitation (VR) programs are costly and challenging to operate effectively. This study aimed to: (1) describe injured workers’ assessment of Washington State’s VR system before and after vocational retraining, (2) describe the factors affecting injured worker satisfaction with VR services, and (3) gather suggestions for program improvement from injured workers. Methods Telephone surveys were conducted in two distinct samples: (1) 361 workers were interviewed after determination of retraining eligibility but before retraining plan development, and (2) 360 workers were interviewed after cessation of vocational services and claim closure. Results Injured workers interviewed before retraining were more often satisfied with the VR system (69 %) than were those interviewed after VR services ended (46 %). Although 55 % were initially somewhat/very certain they would return to work (RTW) after retraining, only 21 % had RTW 3–6 months after claim closure. Poor health, poor functional ability, and multiple retraining attempts were significantly associated with dissatisfaction. Suggestions for program improvement fell most frequently into the following areas: (1) more training choices, more worker input into the retraining goal, and/or a better fit of the retraining goal with the workers’ experience and abilities (25 %); (2) listen to, respect, and/or understand the worker with regard to their interests, goals, and limitations (17 %); and (3) more support with job placement, work re-entry skills, and RTW in general (9 %). Conclusions There is substantial room for improvement in worker satisfaction with VR. Injured workers’ feedback may facilitate identification of opportunities to improve the VR process and RTW outcomes.