The Empathy Sandwich Series: Part 3 – Following Up and Closing with Care

The final bite of the Empathy Sandwich is follow-through—closing with care and doing it consistently until resolution. Many claims derail not at day one but in the quiet weeks that follow, when appointments slip, messages go unanswered, and fear creeps back in. Your antidote is structured, empathetic follow-up.

Make consistency your strategy

Two weekly rhythms keep momentum without overwhelming anyone:

1. 1. Weekly injured-worker check-in (10–15 minutes).
      Use the Empathy Sandwich every time:

      • Empathy: “How are you feeling after PT this week?”

      • Technical: “What did the therapist update? Any new restrictions? Next appointment is still Tuesday?”

      • Empathy: “You’re doing the right things—thanks for staying engaged. Call me if anything feels off before we talk next.”

   2. Weekly claims roundtable (team huddle).
      Employer, adjuster, and other partners review each active claim: identifiers, status, recent communications, and an action plan with owners and dates. Consistency turns scattered effort into coordinated progress.

Use simple artifacts that travel well

• Get Well card (week 0–1): Tangible proof of care; mail it even if you also text or call.

• One-page expectations sheet: “How bills are handled,” “When pay arrives,” “Whom to call for what.”

• Wallet card or QR: Quick access to reporting steps and contacts.

• Brief call notes: Date, highlights, next steps—so anyone covering the desk can continue the promise.

Closing each interaction the right way

End every call or meeting with three points:

1. Recap next steps: “You’ll see Dr. Lee Thursday at 9 AM; I’ll confirm the transport by 4 PM today.”

2. Set the next touchpoint: “I’ll call you Friday after your visit—does 2 PM work?”

3. Reassure belonging: “You’re part of the team, and you’re missed. We’ll keep this simple and steady.”

Handling bumps without breaking trust

• Clinic delays: “Sorry for the wait you experienced. I’ll call the clinic now and circle back today—thanks for flagging it.”

• Pay timing anxiety: “I hear that this is stressful. Here’s the exact status; if there’s a gap, we’ll problem-solve together.”

• RTW resistance: “We won’t push past medical restrictions. Let’s talk about what is comfortable—light tasks, regular hours, clear end date.”

Knowing when to escalate

Use your check-ins to spot red flags: prolonged pain without progress, missed appointments, repeated confusion about bills, or growing anger aimed at the employer. Escalate early with case management, language services, or a provider conversation. Escalation done kindly (“to get you more support”) strengthens trust.

Finish the claim like you started it

When a claim resolves or the worker returns to full duty, close the loop:

• Appreciation: “Thanks for partnering through this—your effort made the difference.”

• Recognition of progress: “You worked from modified duty back to full duty in under 90 days—well done.”

• Invitation to feedback: “Anything we could make easier for employees next time?”

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The quiet superpower: reliability

Following up and closing with care turn promises into proof. That reliability—predictable calls, clear next steps, authentic encouragement—shrinks fear, builds trust, and keeps attorneys on the sidelines. The Empathy Sandwich isn’t just a way to talk; it’s a way to operate. Open with care, manage with clarity, and close with care—every week, with every worker, until the claim is cleanly resolved.