Direct Health Group A Case Study of Absence Management in Action
The Care You Need - The Quality You Deserve Company Overview 20 Branches throughout Midlands and North 27 Local Authorities Delivering 43,000 hours care and support per week Generic Elderly with increasing Specialist Provision 2300 care staff In–house training company Emphasis on High Quality Outcome Focused Service Provision
The Care You Need - The Quality You Deserve Aims Challenges Quality Brand – Employer, Customer Workforce Low paid Zero hours contracts Lone Workers Industry turnover – 28%
The Care You Need - The Quality You Deserve Impact of absence Quality Consistency Time Difficult to quantify true value of impact in money
The Care You Need - The Quality You Deserve Initial stage Board’s commitment to tackle absence Review Policies Procedures Handbook Competency framework Etc
The Care You Need - The Quality You Deserve Branch Review Procedures not being followed Few “Return To Work Interviews” Proactive management rare Review of calls to out-sourced HR advice line Sickness only tackled when severe No discussions recorded
The Care You Need - The Quality You Deserve Further investigation Exit Interviews Satisfaction Surveys - Employee - Customer Supervision Notes Complaints/Compliments Quality Audits Inspection reports
The Care You Need - The Quality You Deserve Workshops Line Managers - Ask what makes job difficult ? What would make it better? Show evidence of impact of sickness Accept that interventions will take time and effort but will result in making the job easier. Gain commitment for one month blitz.
The Care You Need - The Quality You Deserve Communication With staff Tell them what why when how who
The Care You Need - The Quality You Deserve Review Communicated each week Problem solving Branch visit at the end of the month Impact Numbers not dramatic at that stage but affect seen. Examples Childcare issues change to working rota change of role Value seen Care Worker and Office commitment to continue
The Care You Need - The Quality You Deserve Communication With staff Tell them of the success and impact Share the story with other branches. Review 3 months Full Review Exit interview Return to work interview Complaints/Compliments Quality Inspection Absence levels and cost
The Care You Need - The Quality You Deserve Interim Customer & Staff Satisfaction Survey CustomerStaff QualityValued ConsistencyCommunication Know their role and how it fits in
The Care You Need - The Quality You Deserve Key Findings Recognise time and effort involved Constantly review the process Evaluate the impact through: Competency Framework – grading Individual - System charts Branch – KPI Organisation – Cost/Saving – linked to objectives/business plan Share the results and the success