Survey shows 'highest results ever' as board attributes success to 'leading with the voice' of injured workers
The Workers Compensation Board (WCB) of Prince Edward Island is reporting its highest-ever satisfaction levels among injured workers following its most recent biannual survey. Craig Abbott, acting director of claims and compensation at the WCB, attributes the positive results to a client-centered approach and continuous improvement efforts.
"We've been doing this survey for a little over 20 years now… and the most recent survey [shows] our highest results ever," Abbott says. "Really a reflection of the hard work our staff is doing, and obviously that's being recognized by our clients."
The survey, conducted by an independent company, collected responses from approximately 400 injured workers — a substantial sample for the small province. It found that 94 percent of respondents felt they were treated with respect, and 87 percent reported receiving necessary services in a timely manner. Overall satisfaction reached 76 percent, which is an all-time high for the province, and an increase of 12% between 2002 and 2024.
Personalized service and continuous improvement
According to Abbott, WCB PEI's relatively small size allows for a more personalized approach to client service. "You don't call a call center to get to the person you need to speak to… if you call our front desk, we have someone that answers the phone," he says. Injured workers also have direct access to the staff handling their claims, which helps build trust and rapport.
The board has also invested in a more robust training program for new staff, ensuring they are well-prepared to answer questions, adjudicate benefits, and guide workers through their recovery process. Communication with workers has been a focus, with efforts to make correspondence clearer and less intimidating for those unfamiliar with compensation procedures.
Identifying areas for improvement
Despite the positive feedback, the survey also highlighted areas where the WCB could do better. Abbott acknowledges that maintaining consistent communication with injured workers is a challenge.
"The biggest thing is… the frequency of contact. So, I think that's a clear sign we can be having a bit more conversations and outreach to some of our clientele," he explains. Abbott says the board remains committed to continuous improvement, with plans to increase touchpoints and keep workers better informed about their claims.
Training remains another focus area. Abbott notes that while the latest survey results reflect past efforts, the WCB has recently introduced even more comprehensive training programs, which are expected to enhance service quality in future surveys.
"We just finished some pretty in-depth training this year… the hope is when we do the survey again in 2026, we’ll see some of those results," he says.
Client-centered approach driving success
Abbott believes that a client-centered approach, which emphasizes treating workers with respect and involving them in decision-making about their recovery, has been key to the WCB’s success.
"We know the injured worker is the key decision maker. We want to be leading with their voice… getting them engaged in the action planning," he says. This approach, coupled with benefit enhancements in recent years, has helped boost workers’ confidence in the system.
As the WCB of PEI looks to build on these results, Abbott emphasizes the organization’s commitment to listening to workers and adapting based on their feedback. "There's always room for improvement… the hope is we continue to see the trending upwards," he says.
