World Café Event for Attendance Management Action Plan
Occupational Health Manager Dorothy Bell-Sneddon organized a World Café event aimed at developing an Attendance Management Action Plan. The event focused on providing a hospitable and safe environment where managers could freely voice their opinions, share ideas, and discuss best practices related to attendance management. The benefits of a World Café, including short interactions, active participation, informal atmosphere, and safety of disclosure, were highlighted. Various topics were covered during the event, such as initial contact, return-to-work interviews, manager support, absence data utilization, and Fit Notes best practices. The event also featured a Sticky Wall activity for collecting thoughts on improving training and supporting staff health. The outcome was positive, with engagement from 100 managers and high levels of participation achieved.
Download Presentation
Please find below an Image/Link to download the presentation.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author. Download presentation by click this link. If you encounter any issues during the download, it is possible that the publisher has removed the file from their server.
E N D
Presentation Transcript
Dorothy Bell-Sneddon, Occupational Health Manager dorothy.bell-sneddon@nhs.net World Caf Events - development of an Attendance Management Action Plan. Joint Education Day for Staff Side reps and HR staff on Attendance Management with the focus on progress to date and priorities for 2014/15.
WHAT IS A WORLD CAF? designed to be a hospitable designed to be a hospitable environment that feels safe and environment that feels safe and inviting. inviting. managers feel comfortable to be managers feel comfortable to be themselves; themselves; are able to voice their opinions are able to voice their opinions without fear of criticism; without fear of criticism; share ideas and good practice; share ideas and good practice;
BENEFITS OF A WORLD CAFE Short and snappy interactions Short and snappy interactions Participation is key Participation is key Participants giving and gaining Participants giving and gaining ideas from each other ideas from each other Informal atmosphere Informal atmosphere Safety of disclosure Safety of disclosure Serious subject but fun event! Serious subject but fun event!
TOPICS COVERED Initial contact Initial contact - - best practice Return to Work Interview Return to Work Interview How can HR/OH further support How can HR/OH further support managers managers Absence data Absence data - - is it being used as is it being used as best we can? best we can? Fit Notes Fit Notes - - how can we build on this how can we build on this good practice? good practice? best practice
STICKY WALL THOUGHTS ON.. Improving training Improving training Supporting Staff to look after their own health Supporting Staff to look after their own health What are the most challenging areas of attendance What are the most challenging areas of attendance management? management? OUTCOME Engagement from 100 managers! Engagement from 100 managers! Feedback from evaluation forms was . Feedback from evaluation forms was . High level of engagement with managers achieved High level of engagement with managers achieved
MAIN THEMES CAPTURED ON FIRST CALL WHEN STAFF REPORT IN SICK Best to have direct contact with Manager as Best to have direct contact with Manager as opposed to an administrator opposed to an administrator Needs to be a consistent approach throughout Needs to be a consistent approach throughout organisation including weekends organisation including weekends Use opportunity to flag support services Use opportunity to flag support services available available if appropriate if appropriate Paperwork review Paperwork review streamlined and to streamlined and to include flow cart include flow cart Attendance Management Education and Attendance Management Education and Training availability including the use of Learn Training availability including the use of Learn Pro Pro
SUPPORT FROM HR/OH TO ACHIEVE 4% Greater involvement in phased returns to work Greater involvement in phased returns to work Better analysis of return dates in relation to Better analysis of return dates in relation to impending reduction in sick pay impending reduction in sick pay Review short term trigger periods Review short term trigger periods Consistency of policy application throughout Consistency of policy application throughout organisation. organisation. Acknowledgement and recognition of staff Acknowledgement and recognition of staff who are attend work who are attend work
ABSENCE DATA Current data useful to have Current data useful to have Dashboard across organisation showing absence Dashboard across organisation showing absence and number of monitoring periods and number of monitoring periods Inclusion of all reason for absence so areas can Inclusion of all reason for absence so areas can monitor/plan impact of all leave on work areas monitor/plan impact of all leave on work areas System slow and clunky System slow and clunky can SSTS be reviewed? Concern from clinical staff of the administrative Concern from clinical staff of the administrative burden burden More combined local absence meetings with More combined local absence meetings with Management, HR and OH Management, HR and OH Support with administration of the absence Support with administration of the absence journey journey can SSTS be reviewed?
RETURN TO WORK INTERVIEW Good practice to do RTW interview Good practice to do RTW interview Need to raise understanding of the Need to raise understanding of the importance of doing so importance of doing so Clear and consistence communication Clear and consistence communication crucial crucial Visual aids on attendance levels useful Visual aids on attendance levels useful Good practice to do so after special Good practice to do so after special leave leave Shift work can pose challenges Shift work can pose challenges
SUPPORTING STAFF TO STAY AT OR RETURN TO WORK Support for the need and benefit of doing so Support for the need and benefit of doing so Good range of services available through Occupational Health Good range of services available through Occupational Health Communication works well Communication works well Case conferences work well Case conferences work well Better liaison with GPs required Better liaison with GPs required Planned phased returns need more involvement of the manager Planned phased returns need more involvement of the manager In some cases this may need to be outwith own department In some cases this may need to be outwith own department Staff on phased return counted as fully returned Staff on phased return counted as fully returned no back fill allowed even if not able to undertake full duties or hours allowed even if not able to undertake full duties or hours Specific areas encounter problems in making reasonable Specific areas encounter problems in making reasonable adjustments adjustments Payment of enhancements when off sick needs to be reviewed Payment of enhancements when off sick needs to be reviewed nationally nationally Recognition of staff who are at work required. Recognition of staff who are at work required. no back fill
STICKY WALL OUTPUT Purpose to capture quick thoughts and ideas on the topic. Purpose to capture quick thoughts and ideas on the topic. Three Topics Three Topics: : How can we improve the delivery of Training? How can we improve the delivery of Training? How can we encourage Staff to Look After their own How can we encourage Staff to Look After their own health? health? What is the most challenging area of Attendance What is the most challenging area of Attendance Management? Management?
HOW CAN WE IMPROVE THE DELIVERY OF TRAINING? Annual Updates Annual Updates Use of Learn pro Use of Learn pro Varying methods of training delivery Varying methods of training delivery - - one maximum or two half days maximum or two half days Case scenarios Case scenarios Mentoring new managers Mentoring new managers World Caf approach good World Caf approach good Policy change updates Policy change updates one
HOW CAN WE ENCOURAGE STAFF TO LOOK AFTER THEIR OWN HEALTH? Staff must take ownership Staff must take ownership Better marketing of the services available from Better marketing of the services available from Occ Health Health Flexible working patterns Flexible working patterns All staff given own record of attendance at PDP All staff given own record of attendance at PDP Recognise and reward attendance Recognise and reward attendance Team events Team events - - exercise, health eating exercise, health eating Encourage flu vaccine uptake Encourage flu vaccine uptake MOT for staff MOT for staff Fast track to consultant appointments when required Fast track to consultant appointments when required Occ
WHAT IS THE MOST CHALLENGING AREA OF ATTENDANCE MANAGEMENT? Management of absence should be delegated to Management of absence should be delegated to first level manager first level manager How to capture short term abs hovering under How to capture short term abs hovering under radar radar Consistent policy application in org. Consistent policy application in org. Admin support of admin tasks of policy Admin support of admin tasks of policy Phased return Phased return - - backfill withdrawn backfill withdrawn Emotional Issues Emotional Issues Questions to be asked on Absences at recruitment Questions to be asked on Absences at recruitment
THEME ONE WHAT WOULD YOU CONSIDER BEST PRACTICE WHEN MAKING INITIAL CONTACT WITH AN ABSENT EMPLOYEE WHAT IS GOOD AND WE CAN BUILD ON FEEDBACK FEEDBACK ACTION ACTION Managers felt staff who made Managers felt staff who made direct contact with their direct contact with their manager when calling in manager when calling in absent was the most effective absent was the most effective and best way to manage this and best way to manage this process. It was noted that in process. It was noted that in some areas this was managed some areas this was managed through a single call handler through a single call handler who may in some instances be who may in some instances be an administrator an administrator not a line manager manager Operational application of the Operational application of the policy is reviewed across NHS policy is reviewed across NHS Forth Valley by individual Forth Valley by individual Departments and Units Departments and Units Awareness Awareness not a line
WHAT NEEDS TO BE IMPROVED AND DEVELOPED? FEEDBACK FEEDBACK ACTION ACTION 1. 1. Less administration Less administration use of a combined form for the initial combined form for the initial contact would be helpful. contact would be helpful. use of a 1. 1. A new combined form has been A new combined form has been developed and implemented within developed and implemented within the revised Attendance Management the revised Attendance Management Policy. Policy. 2. 2. Consistent approach to Consistent approach to reporting absence procedures reporting absence procedures across the organisation across the organisation particularly out of hours and particularly out of hours and weekends. weekends. 2. 2. Operational application of the policy Operational application of the policy is reviewed across NHS Forth Valley is reviewed across NHS Forth Valley by individual Departments and Units by individual Departments and Units 3. 3. Training requirements were Training requirements were considered within a Focus group and considered within a Focus group and the issue of difficult conversations is the issue of difficult conversations is included included 3. 3. Further guidance sought by Further guidance sought by managers in relation to what managers in relation to what they can do within Policy and they can do within Policy and also in relation to having a also in relation to having a difficult conversation with difficult conversation with the member of staff the member of staff
WHAT ARE THE POTENTIAL BARRIERS TO THESE CHANGES AND HOW MIGHT WE OVERCOME THESE? FEEDBACK FEEDBACK ACTION ACTION 1. 1. Mandatory Training for Mandatory Training for managers on Attendance managers on Attendance Management Management 1. 1. Focus Group held to ascertain Focus Group held to ascertain thoughts, preferences and thoughts, preferences and feasibility of training options. feasibility of training options. 2. 2. NHS forth Valley s Attendance NHS forth Valley s Attendance Management Education & Management Education & Training Programme has been Training Programme has been reviewed and updated with reviewed and updated with training dates available training dates available throughout the year for both throughout the year for both newly appointed/promoted newly appointed/promoted managers and a shorter managers and a shorter session for experienced session for experienced managers requiring a refresher managers requiring a refresher course. Use of LearnPro to be course. Use of LearnPro to be considered considered
THEME TWO HOW CAN HR/OH FURTHER SUPPORT YOU ACHIEVE AND MAINTAIN THE 4% HEAT STANDARD WHAT IS GOOD AND WE CAN BUILD ON? FEEDBACK FEEDBACK 1. 1. Managers were very supportive of the advice provided by both HR and Managers were very supportive of the advice provided by both HR and Occupational Health Services. Occupational Health Services. 2. 2. Managers felt the advice greatly assisted staff to return to work as quickly as Managers felt the advice greatly assisted staff to return to work as quickly as was reasonably possible. was reasonably possible. 3. 3. Managers were particularly complementary about Employee Counselling Managers were particularly complementary about Employee Counselling Services provided as part of a suite of supports accessed through OHS Services provided as part of a suite of supports accessed through OHS 4. 4. Participants also felt supported by being accompanied at meetings by the HR Participants also felt supported by being accompanied at meetings by the HR Team Team There were no actions identified in relation to this question within this There were no actions identified in relation to this question within this theme. theme.
WHAT NEEDS TO BE IMPROVED AND DEVELOPED? FEEDBACK FEEDBACK ACTIONS ACTIONS 1. 1. Managers felt that there required to be Managers felt that there required to be greater involvement between OH and greater involvement between OH and themselves on Phased Returns to work. themselves on Phased Returns to work. 1. 1. Focus Group held with managers to consider the Focus Group held with managers to consider the organisation s responsibilities with regards to Fit organisation s responsibilities with regards to Fit Notes , supporting staff to stay at or return. Notes , supporting staff to stay at or return. Further work to be undertaken by OHS to Further work to be undertaken by OHS to establish how best to promote use of Fit Notes establish how best to promote use of Fit Notes and Phased returns with GPs and Phased returns with GPs 2. 2. Consider how data is being collated and used on Consider how data is being collated and used on length of absence could be used more length of absence could be used more effectively. effectively. 2. 2. An analysis of those returning to work An analysis of those returning to work either just prior to moving into a half or either just prior to moving into a half or no pay situation required. no pay situation required. 3. 3. Discussed further with Steering Group and Discussed further with Steering Group and considered at Policy review and new absence considered at Policy review and new absence trigger introduced (3 in 9). trigger introduced (3 in 9). 3. 3. Managers were keen that short term Managers were keen that short term absence triggers were reviewed within absence triggers were reviewed within the current policy. the current policy. 4. 4. Focus group which considered issues of Focus group which considered issues of education and training included consistent education and training included consistent application within organisation. application within organisation. 4. 4. A consistent approach to the application A consistent approach to the application of Policy was required across the of Policy was required across the organisation. organisation. 5. 5. Consideration by Steering Group and link to PDP Consideration by Steering Group and link to PDP process for positive feedback and recognition to process for positive feedback and recognition to staff. Will require to be progressed further with staff. Will require to be progressed further with managers managers 5. 5. Acknowledging staff who attended work Acknowledging staff who attended work regularly. regularly. 6. 6. Improving GP awareness of Improving GP awareness of services/support available to staff services/support available to staff 6. 6. Will be included in refreshed communication to Will be included in refreshed communication to GPs in relation to support provided to NHS Forth GPs in relation to support provided to NHS Forth Valley Staff. Valley Staff.
WHAT ARE THE POTENTIAL BARRIERS TO THESE CHANGES AND HOW MIGHT WE OVERCOME THESE? FEEDBACK FEEDBACK 1. 1. Better understanding of the Better understanding of the role of OH role of OH suggest an Open suggest an Open Day. Day. ACTION ACTION 1. 1. Further marketing of Occupational Further marketing of Occupational Health and services provided to be Health and services provided to be undertaken to both staff and GP s. undertaken to both staff and GP s. Website will be reviewed and better Website will be reviewed and better utilised. Managerial Referrals have utilised. Managerial Referrals have already increased. already increased. 2. 2. Implementation of Attendance Implementation of Attendance Management Groups across NHS Forth Management Groups across NHS Forth Valley established. Valley established. 2. 2. More meetings between More meetings between Management/HR/OH to Management/HR/OH to provide an overview of provide an overview of absence at a local level. absence at a local level. 3. 3. Admin resources within some Admin resources within some units/departments to support units/departments to support the administration of absence the administration of absence management requires to be management requires to be reviewed. reviewed. 4. 4. Requirement for discussion at Requirement for discussion at National level on T s & C s in National level on T s & C s in relation to payment of public relation to payment of public holiday/shift allowance when holiday/shift allowance when absent from work. absent from work. 3. 3. Flag to General Managers that Flag to General Managers that Administrative support may be required Administrative support may be required in some areas. Agree how best to in some areas. Agree how best to progress with Managers. progress with Managers. 4. 4. Discussed with Senior HR Team and Discussed with Senior HR Team and acknowledged that National T s & C s acknowledged that National T s & C s apply. apply.
THEME THREE ABSENCE RATE IS CURRENTLY AVAILABLE FOR YOUR AREA, WHAT DO WE DO WITH THIS INFORMATION AND HOW CAN WE BUILD ON IT? WHAT IS GOOD AND WE CAN BUILD ON? FEEDBACK FEEDBACK Current data was felt to be useful and helped prepare reports for senior Current data was felt to be useful and helped prepare reports for senior management management There were no actions identified in relation to this question within There were no actions identified in relation to this question within this theme. this theme.
WHAT NEEDS TO BE IMPROVED AND DEVELOPED? FEEDBACK FEEDBACK ACTIONS ACTIONS 1. 1. Dashboard available across the Dashboard available across the organisation which would include organisation which would include sickness levels, numbers on monitoring sickness levels, numbers on monitoring etc etc 1. 1. Discussed with Steering Group and Senior HR Discussed with Steering Group and Senior HR colleagues. Managers encouraged to have a colleagues. Managers encouraged to have a better awareness of the wealth of information better awareness of the wealth of information available to them from Workforce Team and the available to them from Workforce Team and the linkages to EESS linkages to EESS 2. 2. SSTS reasons require to fit into national data as SSTS reasons require to fit into national data as such national review of reasons would be such national review of reasons would be required. required. 2. 2. Managers felt the current system slow Managers felt the current system slow and clunky and clunky 3. 3. SSTS reasons limited perhaps could be SSTS reasons limited perhaps could be reviewed reviewed 3. 3. This is available in the information available from This is available in the information available from the Workforce team the Workforce team 4. 4. Request from managers to have special Request from managers to have special leave/study leave etc included in data leave/study leave etc included in data
WHAT ARE THE POTENTIAL BARRIERS TO THESE CHANGES AND HOW MIGHT WE OVERCOME THESE? FEEDBACK FEEDBACK 1. 1. Concerns from Clinical staff that the administration entry would be/is time Concerns from Clinical staff that the administration entry would be/is time consuming consuming ACTION ACTION 1. 1. Links to point 3 in theme 2. Links to point 3 in theme 2.
THEME FOUR EVIDENCE BASED RESEARCH SHOWS THE RETURN TO WORK INTERVIEW IS A CRUCIAL ASPECT OF A SUCCESSFUL RETURN TO WORK WHAT IS GOOD AND WE CAN BUILD ON? FEEDBACK FEEDBACK ACTIONS ACTIONS 1. 1. Managers should continue to Managers should continue to undertake RTW interviews as undertake RTW interviews as good practice. good practice. 2. 2. Managers stated that having Managers stated that having visual aids visual aids e.g e.g SSTS report, to demonstrate to staff their levels demonstrate to staff their levels of absence was helpful. of absence was helpful. SSTS report, to 3. 3. Clear and consistent Clear and consistent communication was felt to be communication was felt to be critical when undertaking RTW critical when undertaking RTW interviews. interviews. 4. 4. Some managers undertake RTW Some managers undertake RTW interviews for those on Special interviews for those on Special leave leave deemed good practice deemed good practice 4. 4. Consideration by Area Policy Group Consideration by Area Policy Group for inclusion in Attendance for inclusion in Attendance Management Policy Management Policy
WHAT NEEDS TO BE IMPROVED AND DEVELOPED? FEEDBACK FEEDBACK ACTIONS ACTIONS 1. 1. Again the theme of lack of Again the theme of lack of administration support to administration support to assist with the process was assist with the process was raised, particularly to raised, particularly to clinical staff. clinical staff. 1. 1. Links to point 3 in Theme 2 Links to point 3 in Theme 2 2. 2. Awareness of the Awareness of the importance of RTW importance of RTW interviews needs to be interviews needs to be reinforced. reinforced. 2. 2. As part of recent review of As part of recent review of Education and Training Education and Training Programme, importance of RTW Programme, importance of RTW interviews has been reinforced. interviews has been reinforced. 3. 3. Managers felt that Managers felt that celebrating the 96% of celebrating the 96% of staff who do attend work staff who do attend work regularly requires to be regularly requires to be rewarded. rewarded. 3. 3. Considered by Steering Group Considered by Steering Group and link to PDP process, for and link to PDP process, for positive feedback and positive feedback and recognition to staff identified recognition to staff identified
WHAT ARE THE POTENTIAL BARRIERS TO THESE CHANGES AND HOW MIGHT WE OVERCOME THESE? FEEDBACK FEEDBACK ACTION ACTION 1. 1. Managers understanding of Managers understanding of the importance of the RTW the importance of the RTW interview/how to conduct an interview/how to conduct an effective RTW requires to be effective RTW requires to be reviewed. reviewed. 1. 1. As part of the recent review of As part of the recent review of Education and Training Programme Education and Training Programme importance of RTW interviews has importance of RTW interviews has been reinforced. been reinforced. 2. 2. The ability to meet staff within The ability to meet staff within the Policy timescales is often the Policy timescales is often challenging due to annual challenging due to annual leave/multi leave/multi- -site working etc. site working etc. needs also to be reviewed. needs also to be reviewed. 2. 2. Discussed with Steering Group, Discussed with Steering Group, consider Managers utilising Band 6 consider Managers utilising Band 6 staff if working in closer proximity, or staff if working in closer proximity, or on similar shifts to assist to consider on similar shifts to assist to consider further actions required up to a level of further actions required up to a level of 3:12 3:12
THEME FIVE SUPPORTING STAFF TO STAY AT/RETURN TO WORK QUICKER THROUGH TEMPORARY REASONABLE ADJUSTMENTS IS A KEY PRINCIPLE OF THE NEW GOVERNMENT FIT NOTE. WHAT IS GOOD AND WE CAN BUILD ON? FEEDBACK FEEDBACK 1. 1. Prior to the introduction of the Fit Note System, Organisation already had policy in Prior to the introduction of the Fit Note System, Organisation already had policy in place which supports staff to return to work place which supports staff to return to work 2. 2. Good early discussion about reasonable adjustments to allow staff to return to Good early discussion about reasonable adjustments to allow staff to return to work at the earliest opportunity. work at the earliest opportunity. 3. 3. Return to work managed well when returning to own department. Return to work managed well when returning to own department. 4. 4. Excellent range of service to support staff/managers aid return to work Excellent range of service to support staff/managers aid return to work 5. 5. Communication works well Communication works well 6. 6. Case Conferences work well Case Conferences work well There were no actions identified in relation to this question within this There were no actions identified in relation to this question within this theme. theme.
WHAT NEEDS TO BE IMPROVED AND DEVELOPED? FEEDBACK FEEDBACK ACTIONS ACTIONS 1. 1. Better discussion between Better discussion between OH, GP and Manager in OH, GP and Manager in relation to Phased Return relation to Phased Return 1. 1. Items 1 Items 1 3 3 Focus Group considered these Focus Group considered these aspects. Aware that Fit Note can be aspects. Aware that Fit Note can be provided instead of employee being provided instead of employee being absent and to support earlier return. absent and to support earlier return. As such greater emphasis required on As such greater emphasis required on accommodating requirements as this accommodating requirements as this will prevent absence occurring will prevent absence occurring 2. 2. Phased Return guidance Phased Return guidance needs to be more robust needs to be more robust 3. 3. Use of accrued Annual Leave Use of accrued Annual Leave to support phased return to to support phased return to work being reviewed. work being reviewed. 4. 4. The requirement to look out The requirement to look out- - with individual departments with individual departments to accommodate a phased to accommodate a phased return or to maintain a return or to maintain a member of staff at work, member of staff at work, needs to be more widely needs to be more widely utilised utilised 4. Need to look outwith own 4. Need to look outwith own department and how best to achieve department and how best to achieve this discussed. First port of call being this discussed. First port of call being within own Unit but could be wider within own Unit but could be wider if if required. required.
WHAT ARE THE POTENTIAL BARRIERS TO THESE CHANGES AND HOW MIGHT WE OVERCOME THESE? FEEDBACK FEEDBACK ACTION ACTION 1. 1. Staff returning on phased Staff returning on phased return are counted as fully return are counted as fully returned returned no back fill allowed no back fill allowed 1. 1. Focus group found this was variable Focus group found this was variable between areas. Consider the need for between areas. Consider the need for an organisational approach. an organisational approach. 2. 2. Payment whilst off sick Payment whilst off sick including payment of including payment of enhancements needs to be enhancements needs to be reviewed reviewed raised at national raised at national level? level? 2. 2. Will be raised at Senior HR level for Will be raised at Senior HR level for reflection with Scottish Government. reflection with Scottish Government. 3. 3. Return to work in alternative areas will Return to work in alternative areas will be encouraged as good practice. New be encouraged as good practice. New PIN on attendance management PIN on attendance management supports a central process for supports a central process for temporary redeployment. temporary redeployment. 3. 3. Specific areas perceive Specific areas perceive problems in making problems in making reasonable adjustments reasonable adjustments
