proactive health & absence management northwest contact centres project 19 october 2004
TRANSCRIPT
Proactive Health &Absence Management
Northwest Contact Centres Project
19 October 2004
Agenda
The Issue of Absence
Current Practise
A New Paradigm
Case Study
Media Views
The Issue of Absence
It has a direct cost. The CBI estimate this at £1,3 million for every 1,000 employees.
It has a direct effect on customer service and productivity.
It affects the morale and general well being of employees ‘taking up the slack’.
Absence wastes valuable management time.
The Problem - Important Considerations
Percentile of Work Force
0%
25%
50%
75%
100%
20% 40% 60% 80% 100%
Cumulative Ill Health Cost
Source: David Cochrane 2001, Aon Public Sector, 2002
20% of Employees Drive 80% of Cost
Source: Mercer Human Resources, HSE, various studies
Two Key Diagnosis Groups
25%
50%
75%
100%
1 2 3 4 5 6 7 8 9 10 11 12
Time of Intervention in Weeks
Probability of Return to Work
Source: Dr Paul Roberts, MFOM
Early Intervention is Essential
01,0002,0003,0004,0005,0006,0007,000
2001 2002
Average Payout of £51,000
Companies Paid Damages
12x
Source: Occupational Health 1/2003
Increasing Litigation Risk
“Back”
“Stress”
Absence
Short term: Repeated genuine spells or malingering
Long term: Over 10 - 14 days
Methods of managing absence include:
– Ignoring it ‘The nature of the industry’– Overstaffing – Occupational Health (Case Management)– Management intervention
Common factor: absence rate remain high!
Current Process Flaws
Managers are not able to challenge ‘medical reasons’ for absence with credibility.
Managers can not provide medical assistance.
Insufficient tracking means that many patterns are not identified.
Most referrals to Occupational Health are too late or non-relevant.
6. Online Reports
Active Health Partners
Line Manager & HR
1. Report Absence
2. Medical Advice
3. Immediate Notification
Nurse Contact Centre
4. Follow up
Employee
5. Auto Trigger
Absence Management from ‘Day 1’
Mindful of occupational Mindful of occupational issuesissues
Is absence work related..?Is absence work related..?
Accident at work..?Accident at work..?
Trigger reports:•Consecutive days•Frequent Spells•Accident at Work•Litigation Risk
Active Health Partners
Line Manager & HR
Nurse Contact Centre
Employee
1.Referral OH/Case Mgt
Case Management
2. Client Notified
3. Employee Consent
4. GP Research
6.Rehab Report/Prog.
5. Further Information
Case Study – Logistics and Distribution company
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Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2003 2004
AHP Launch
2003: client SAP data 2004: client and Active Health Partners reconciled data
Absence rate 2003/2004
•Trail of 1,300 employees in 5 locations•Reduction in absence of 32% in 5 months•HR Director determined service is self-funding• Retrospective IT system shows manual error rate
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1 .0
2 .0
3 .0
4 .0
5 .0
6 .0
7 .0
8 .0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2003 2004
AHP Launch
2003: client SAP data 2004: client and Active Health Partners reconciled data
Absence rate 2003/2004
Selected Media Coverage
Thank you……..