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June/July 2007 (vol. 04/1)

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Call-centre absence monitoring

Can call centres improve the process of managing absence in the NHS?

Summary:

There is growing interest in the use of contact centres as first points of call for absent employees. The HSE has funded research to examine the use of a commercial call centre to support a more consistent and pro-active approach to the management of sickness absence within two NHS trusts.

THE NHS is under pressure to control time lost through employee sickness absence, and while the health service has by no means the worst record in the public sector there is room for improvement from the current average of 4.5% (around 10 days per employee per year)1. In 2003, for example, the National Audit Office (NAO) reported that while there.…

Dr Peter Verow is director of occupational health and safety at Sandwell & West Birmingham NHS Trust.

Dr Gerard Woodroof is occupational physician at Plymouth Hospitals NHS Trust.

Simon Hill, OBE, is head of staff health and welfare at Plymouth Hospitals NHS Trust.

Author: Verow P, Woodroof G, Hill S

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Occupational Health at Work June/July 2007 (vol. 04/1) pp21-23

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