Royal Mail's investment in staff health pays for itself many times over in terms of reduced absenteeism, rate of return to work after illness and higher productivity. By Alison Clements How it works
In 2004 Royal Mail Group's employee absence rate was a sickly 7% and costing millions. Due to the manual nature of the work typically carried out by the organisation's 190,000 employees, thousands were signed off with minor injuries, back problems, strains and sprains. Research showed that stress, mental health, personal and family problems were also prevalent. So a comprehensive approach to health and wellbeing was adopted with the support of specialist provider Atos Healthcare. Now a robust sickness absence management programme is in place, directly helping staff overcome medical problems by referring them to consultants, and providing physiotherapy, occupational therapy and workplace counselling. At larger sites the group provides fitness centres run by trained instructors, supported by an employee assistance programme (EAP) helpline, and a wellbeing programme branded 'Feeling First Class'. It tackles obesity, stress and smoking and offers on-site testing of blood pressure and cholesterol levels.
Who benefits
The entire workforce has access to the confidential EAP helpline, fitness centres and regular on-site health promotions. Staff members who are absent due to injury or illness become individual cases for Atos Healthcare's team of occupational health practitioners. Physiotherapy for those with musculo-skeletal problems is provided if necessary, and a recent development has been to tackle mental health issues that often combine with a physical problem preventing someone returning to work.
What it delivers
More than 1,000 people have gone through the rehabilitation centres in the past three years, with high success rates among those returning to work. The absence rate has been slashed from 7% in 2004 to 5% in 2007, contributing to an estimated total saving of Pounds 227 million over the three years. With fewer people off sick the organisation has been able to boost productivity, profitability and service levels. Perhaps the biggest achievement has been the 3,600 employees absent through illness or injury who have come back to work.
The HR view
Chris McDonald, head of health at Royal Mail, feels that outsourcing employee wellbeing services has meant the raft of policies put in place to reduce absence and help employees improve their health are given real substance. "With such a massive workforce it's imperative that our managers can rely on qualified occupational health professionals and the right systems and facilities to take on individual cases and deliver results," he says. "Having the fitness centres demonstrates we are thinking about the long-term wellbeingof our staff. The healthier they are, the healthier the business can be." And McDonald still believes there is room for improvement. "Because this entire scheme is about sustainability - continuing to better the situation as we learn - we believe 3% absence is attainable. That's the aspiration we continue to drive towards." Employees get better, feel healthier, and appreciate the care and support they are given, says McDonald.This boosts morale and fuels employee loyalty to the organisation.
The employee's view
Mail centre operations manager Andy (not his real name) was offered voluntary redundancy after 24years'service at Royal Mail and happily began planninga new future for himself and his family. Unfortunately the process involved was complicated and Andyfound himself caught up in bureaucracy with the prospect that he might not qualify for the package after all. "The situation became incredibly frustrating and stressful," saysAndy. Royal Mail's employee helpline occupational health adviser recognised that he was suffering with work-related stress and took up his cause. "Very quickly the paperwork was sorted out, and I was helped through the correct channels to get my situation dealt with," says Andy. Healso made use of five free sessions with a stress counsellor. "The advisers were incredibly supportive, and it helped enormously to talk to people who understand howthe organisation works," saysAndy. "Otherwise I might have missed work due to stress, become more depressed, and lost faith in an organisation I was loyal to."
Copyright Haymarket Business Publications Ltd. Aug 2008
(c) 2008 Human Resources. Provided by ProQuest LLC. All rights Reserved.
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(of course nothing pisses off doctors more than people without medical training doubting their diagnosis).