`A Unique Working Environment': Health, Sickness and Absence Management in UK Call Centres

2003 ◽  
Vol 17 (3) ◽  
pp. 435-458 ◽  
Author(s):  
Phil Taylor ◽  
Chris Baldry ◽  
Peter Bain ◽  
Vaughan Ellis

This article fills an important gap in our knowledge of call centres by focusing specifically on occupational ill-health. We document the recent emergence of health and safety concerns, assess the responses of employers and the Health and Safety Executive (HSE), critique the existing regulatory framework and present a holistic diagnostic model of occupationally induced ill-health. This model is utilized to investigate quantitative and qualitative data from a case study in the privatized utility sector, where the relative contributions to employee sickness and ill-health from factors relating to ergonomics, the built environment and work organization are evaluated. The principal conclusions are that the distinctive character of call-handling is the major cause of occupational ill-health and that effective remedial action would involve radical job re-design. Finally, the limitations of recent HSE guidance are exposed and industrial relations processes and outcomes analysed.

1989 ◽  
Vol 19 (1) ◽  
pp. 157-173 ◽  
Author(s):  
Robert Sass

This article examines occupational health and safety developments in Canada during the decade of the 1970s when most government jurisdictions replaced former factory Acts with new health and safety legislation recognizing the right of workers to be involved in work environment matters. During the latter part of the 1970s, health and safety “activists” and trade unionists began to perceive the need for a wider conception of occupational health and safety. Canadian reformers were influenced by Scandinavian developments, especially the research of Dr. Bertil Gardell and his associates. Unfortunately, during the late 1970s Canada experienced a recession and a political shift to conservatism. Consequently, during the 1980s there have been no meaningful workplace health and safety reforms. Further, the article suggests that there is strong resistance by management and government to extension of worker rights in occupational health and safety. All major political parties ground their work environment policies in utilitarian concepts that trade worker health and safety for economic considerations. The author, therefore, argues for the development of an “ethics of the work environment” based upon egalitarian principles, and the transformation of the primary work group into a community of workers who can shape the character of their work environment. Ideally, the relationship between the major “actors” in our industrial relations system ought to be based on obligation instead of the present language of worker protest based on rights. Nonetheless, there is a need to extend and deepen worker rights in the workplace. Finally, the author argues that the appropriate relationship in industry to reflect a democratic work environment is “partnership”–the coming together of the primary work groups as equals.


1989 ◽  
Vol 19 (2) ◽  
pp. 351-363 ◽  
Author(s):  
Leigh Deves ◽  
Robert Spillane

Contemporary issues and changes in occupational health are reviewed in this article, with particular reference to salient historical and ideological influences on industrial relations in Australia. Comprehensive occupational health and safety legislation has been introduced recently, and the views of employers and unions are analyzed. Research into occupational stress has continued to provide guidelines for work reform, but the controversy generated by the Australian phenomenon known as Repetition Strain Injury (RSI) has raised important issues for the work reform movement.


2021 ◽  
Vol 12 (2) ◽  
pp. 264
Author(s):  
Ravnil Narayan ◽  
Vikrant Krishan Nair

Workplace safety communication plays an integral role in the day to day running of any organisation. The policies and procedures tend to provide a worker with the highest level of performance that is expected in terms of the output. Effective communication mechanisms are highly critical to ascertain the level of safety measures in order to achieve support and cooperation in maintaining an injury-free working milieu. Hence, communicative language mechanisms are needed to complement the technical and practical safety of all the workers. Unambiguous constructive safety communication mechanisms will lead to an improvement towards knowledge and fathoming of preventative measures that would enhance workplace safety practices. Thus, this study sought to highlight the occupational health and safety communicative language mechanisms, whereby the examples to illustrate the variety of safety communication has been analysed from a case study. The output of the research states that communicative language mechanisms in occupational health and safety (OHS), health and safety environment (HSE) tend to provide a better working environment, which can be considered as a conducive tool to avoid unwanted injuries and also to comprehend complicated occupational health and safety technical jargons.


2016 ◽  
Vol 14 (2) ◽  
pp. 373-419 ◽  
Author(s):  
Theo C. Haupt ◽  
Kersey Pillay

Purpose The construction industry contributes significantly to national economic growth and offers substantial opportunities for job creation; however, the industry has continually been plagued by workplace accidents. Moreover, employers may not realize the economic magnitude of workplace injury and ill health arising from construction activities. These accidents represent a considerable economic and social burden to employers, employees and to the society as a whole. Despite governments and organisations worldwide maintaining an ongoing commitment towards establishing a working environment free of injury and disease, a great deal of construction accidents continues to frequent our society. The purpose of this study is to conduct an analysis of a sample of 100 construction accident reports to establish, as far as practically reasonable, the total costs of limited types of construction accidents. Costs attributable to each of these accidents were classified either as direct or indirect costs. Through an exhaustive and time-consuming investigation of all available records from various sources and/or kept in various departments, the individual costs were correlated to the various direct and indirect categories. Design/methodology/approach This particular study is a combination of explanatory and collective case study approaches, whereby causal effects are determined or a course of events is examined from multiple cases. The preferred form of data collection is left to the researcher to decide (Yin, 2003). When a researcher is considering “how” or “why” questions, a contemporary set of events using primary and secondary documents, over which the researcher has little or no control, the case study approach is feasible (Yin, 2009). Findings The costs of construction accidents for the same sample of 100 construction analysed in this study has been estimated at a staggering R32,981,200. Of this total, R10,087,350 has been attributed to direct costs and R22,893,850 has been attributed to indirect costs. The costs of construction accidents are based on four cost components: sick pay, administrative costs, recruitment costs and compensation and insurance costs. It should be noted that the estimates of the costs to employers presented in this study are reflective of the activities and incidents of the reviewed organisation and may not necessarily represent another organisation. The costs of construction accidents values presented in this study reveal that construction accidents present a substantial cost to employers and to the society at large, inclusive of both the direct and indirect costs. It is therefore in the best interest of the employer to identify progressive and advanced approaches to more effectively manage construction health and safety, consequently society at large will benefit tremendously. Originality/value Given the high rate of construction accidents experienced, employers are not entirely mindful of the actual costs of construction accidents, especially when considering the hidden or indirect costs of accidents. Various safety research efforts have attempted to quantify the true costs of worker injuries; however, localised systematic information on cost of construction accidents at work is not readily available from administrative statistical data sources; therefore, this study was carried out to estimate the costs, like lost workdays or lost income, are clearly visible and can readily be expressed in monetary value; for a large part,0 however, economic consequences of accidents are somewhat hidden.


2019 ◽  
Vol 2 (4) ◽  
pp. 276-291
Author(s):  
Chatarina Natalia Putri

There are many factors that can lead to internship satisfaction. Working environment is one of the factors that will result to such outcome. However, many organizations discarded the fact of its importance. The purpose of this study is to determine whether there is a significant relationship between working environment and internship satisfaction level as well as to determine whether the dimensions of working environment significantly affect internship satisfaction. The said dimensions are, learning opportunities, supervisory support, career development opportunities, co-workers support, organization satisfaction, working hours and esteem needs. A total of 111 questionnaires were distributed to the respondents and were processed by SPSS program to obtain the result of this study. The results reveal that learning opportunities, career development opportunities, organization satisfaction and esteem needs are factors that contribute to internship satisfaction level. In the other hand, supervisory support, co-workers support and working hours are factors that lead to internship dissatisfaction. The result also shows that organization satisfaction is the strongest factor that affects internship satisfaction while co-workers support is the weakest.


Author(s):  
Zuzhen Ji ◽  
Dirk Pons ◽  
John Pearse

Successful implementation of Health and Safety (H&S) systems requires an effective mechanism to assess risk. Existing methods focus primarily on measuring the safety aspect; the risk of an accident is determined based on the product of severity of consequence and likelihood of the incident arising. The health component, i.e., chronic harm, is more difficult to assess. Partially, this is due to both consequences and the likelihood of health issues, which may be indeterminate. There is a need to develop a quantitative risk measurement for H&S risk management and with better representation for chronic health issues. The present paper has approached this from a different direction, by adopting a public health perspective of quality of life. We have then changed the risk assessment process to accommodate this. This was then applied to a case study. The case study showed that merely including the chronic harm scales appeared to be sufficient to elicit a more detailed consideration of hazards for chronic harm. This suggests that people are not insensitive to chronic harm hazards, but benefit from having a framework in which to communicate them. A method has been devised to harmonize safety and harm risk assessments. The result was a comprehensive risk assessment method with consideration of safety accidents and chronic health issues. This has the potential to benefit industry by making chronic harm more visible and hence more preventable.


Healthcare ◽  
2021 ◽  
Vol 9 (2) ◽  
pp. 194
Author(s):  
Minghui Yang ◽  
Qian Lin ◽  
Petra Maresova

Sustainability of the workforce becomes a crucial issue, of which responsible care for employees can increase job satisfaction and human capital that impact corporate ability to absorb and generate new knowledge. Firms are obligated to provide a healthy and safe working environment for their employees, but it may in turn hinder innovation due to rigid and structured institutional regulations. Drawing on data of 308 China’s pharmaceutical firms from 2010 to 2017, we investigated whether employee care can trigger innovation under corporate adoption of the occupational health and safety management system (OHSMS). Our results suggest that both employee care and OHSMS adoption have a positive impact on innovation. Moreover, the positive relationship between employee care and innovation was more pronounced in firms that had adopted the OHSMS certification. These findings are valuable to policymakers and corporate managers in emerging economies through corroborating the important role of workforce sustainability in facilitating firm innovation.


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