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Direct Health Group

Direct Health Group. A Case Study of Absence Management in Action. 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

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Direct Health Group

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  1. Direct Health Group A Case Study of Absence Management in Action

  2. 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

  3. 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

  4. Impact of absence • Quality • Consistency • Time • Difficult to quantify true value of impact in money The Care You Need - The Quality You Deserve

  5. Initial stage • Board’s commitment to tackle absence • Review • Policies • Procedures • Handbook • Competency framework • Etc The Care You Need - The Quality You Deserve

  6. 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

  7. Further investigation • Exit Interviews • Satisfaction Surveys • Employee • Customer • Supervision Notes • Complaints/Compliments • Quality Audits • Inspection reports The Care You Need - The Quality You Deserve

  8. 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

  9. Communication With staff Tell them what why when how who The Care You Need - The Quality You Deserve

  10. 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

  11. 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

  12. Interim Customer & Staff Satisfaction Survey Customer Staff Quality Valued Consistency Communication Know their role and how it fits in The Care You Need - The Quality You Deserve

  13. 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 The Care You Need - The Quality You Deserve

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