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Table 3 Fairness perceptions about the claims process, claims management, medical assessments, lawyer involvement, and dispute process

From: Differences in perceived fairness and health outcomes in two injury compensation systems: a comparative study

Claims process NSWa VICa χ2 P
It is easy to fill out forms 45/97 (46 %) 62/80 (78 %) 17.75 < .001
It is easy to support claim 50/97 (52 %) 70/82 (85 %) 23.00 < .001
Claim duration is acceptable 44/96 (46 %) 70/84 (83 %) 27.13 < .001
Compensation received so far is fair 45/98 (46 %) 60/81 (74 %) 14.50 < .001
Overall claim process is fair 44/96 (46 %) 70/83 (84 %) 28.54 < .001
Claims management
The claims manager…
 takes views/feelings into account 39/96 (39 %) 62/82 (76 %) 22.05 < .001
 manages claim objectively 41/96 (42 %) 78/84 (93 %) 50.29 < .001
 uses correct information 43/96 (45 %) 75/82 (92 %) 43.11 < .001
 provides information 44/96 (46 %) 71/83 (86 %) 30.56 < .001
 explains procedure 33/96 (34 %) 64/79 (81 %) 38.15 < .001
 communicates timely 39/95 (41 %) 66/84 (79 %) 25.88 < .001
 is polite 66/96 (67 %) 78/82 (95 %) 19.90 < .001
 is respectful 63/96 (64 %) 78/84 (93 %) 19.58 < .001
 approves treatment needed 56/98 (57 %) 76/82 (93 %) 28.84 < .001
 approves treatment promptly 51/98 (52 %) 68/82 (83 %) 19.01 < .001
 approves other services promptly 37/98 (37 %) 49/73 (67 %) 14.43 < .001
Medical assessments
The medical assessor…
 provided information 26/52 (50 %) 3/8 (38 %) - -
 explained procedure 27/52 (52 %) 5/8 (63 %) - -
 examined unbiased 21/52 (40 %) 3/8 (38 %) - -
 was polite 35/52 (67 %) 6/8 (75 %) - -
 was respectful 35/52 (67 %) 5/8 (63 %) - -
Number of assessments was acceptable 34/53 (64 %) 7/8 (88 %) - -
Lawyer involvement
The lawyer…
 provided information 57/66 (86 %) 8/10 (80 %) - -
 explained procedure 57/66 (86 %) 8/10 (80 %) - -
 communicated timely 55/66 (83 %) 8/10 (90 %) - -
 was polite 64/66 (97 %) 11/11 (100 %) - -
 was respectful 61/66 (92 %) 11/11 (100 %) - -
The lawyer made the process easier 56/66 (85 %) 8/11 (73 %) - -
Dispute process
Decision maker …
 provided information 0/2 (0 %) 1/1 (100 %) - -
 explained procedure 0/2 (0 %) 1/1 (100 %) - -
 communicated judgment 0/2 (0 %) 1/1 (100 %) - -
 was polite 2/2 (100 %) 1/1 (100 %) - -
 was respectful 2/2 (100 %) 1/1 (100 %) - -
Dispute process was stressful 2/2 (100 %) 1/1 (100 %) - -
  1. Notes. The answer scale to all justice questions was strongly agree, agree, neither agree nor disagree, disagree, strongly disagree, which was dichotomised into strongly disagree, disagree, neither agree nor disagree versus agree, strongly agree
  2. acolumn displays the number of participants that strongly agreed/agreed with the statement divided by the total number of participants that answered the question
  3. - = The number of participants is too small to conduct further analyses