1. Proactive Health & Absence Management Northwest Contact Centres Project 19 October 2004

3. Agenda The Issue of Absence Current Practise A New Paradigm Case Study Media Views

4. 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.

5. The Problem - Important Considerations Percentile of Work Force 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 Time of Intervention in Weeks Probability of Return to Work Source: Dr Paul Roberts, MFOM Early Intervention is Essential Average Payout of £51,000 Companies Paid Damages 12x Source: Occupational Health 1/2003 Increasing Litigation Risk “Back” “Stress”

6. 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!

7. 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.

8. 6. Online Reports Active Health Partners Line Manager & HR 1. Report Absence2. Medical Advice 3. Immediate Notification Nurse Contact Centre 4. Follow up Employee 5. Auto Trigger Absence Management from ‘Day 1’ Mindful of occupational issues Is absence work related..? Accident at work..? Trigger reports: Consecutive days Frequent Spells Accident at Work Litigation Risk

9. 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 Research6.Rehab Report/Prog.5. Further Information

10. Case Study – Logistics and Distribution company 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 AHP Launch 2003: client SAP data 2004: client and Active Health Partners reconciled data Absence rate 2003/2004

11. Selected Media Coverage

12. Thank you……..