The nature of positive encounters between disabled workers and insurers in the return to work process

Work ◽  
2021 ◽  
Vol 70 (1) ◽  
pp. 287-300
Author(s):  
Jarna Pasanen
Keyword(s):  
Return To Work ◽  
Customer Orientation ◽  
Occupational Rehabilitation ◽  
Positive Interactions ◽  
Structured Interviews ◽  
Process Data ◽  
Rehabilitation Process ◽  
Rehabilitation Outcomes ◽  
Support Methods ◽  
Disabled Workers

BACKGROUND: Previous research regarding interaction between disabled workers and insurers indicates that encounters between these parties are predominantly negative in nature and may result in psychosocial harm for workers. Further research is required to investigate positive interactions to foster return to work after illness or injury. OBJECTIVE: To explore and conceptualize perceived positive encounters between disabled workers and insurers in order to identify the mechanisms that support successful rehabilitation outcomes. METHODS: This qualitative study explored the experiences of twenty-four disabled workers who had undergone an occupational rehabilitation process. Data were collected with in-depth semi-structured interviews, transcribed, coded, and analyzed using inductive content analysis. RESULTS: Four main themes arose from the 24 key concepts relating to the positive encounters: (1) process flow, (2) customer orientation, (3) information and guidance, and (4) service attitude. The results also reveal that perceived positive encounters promote the return to work not only directly, but also indirectly by improving the informants’ motivation, which has previously been found to be one of the most significant factors explaining the outcomes of rehabilitation. CONCLUSIONS: The positive relationship between disabled workers and insurers during an occupational rehabilitation could be better understood through a conceptualization of perceived positive encounters. Underlining the importance of positive encounters and their ability to improve the rehabilitee’s motivation may contribute to better support methods for the return to work.

The Role of the Rehabilitation Provider in Occupational Rehabilitation: Providing for Whom? Part 1: Self-perceptions

1998 ◽  
Vol 4 (2) ◽  
pp. 97-110 ◽  
Author(s):  
Dianna T. Kenny
Keyword(s):  
Return To Work ◽  
Essential Element ◽  
Occupational Rehabilitation ◽  
Workers Compensation ◽  
Injured Worker ◽  
Structured Interviews ◽  
Heavy Load ◽  
Rehabilitation Process ◽  
Core Business ◽  
Self Perceptions

Rehabilitation providers were the product of the 1987 Workers' Compensation Act in NSW, Australia. They operate in a complex environment and serve many masters. This paper assesses how rehabilitation providers are faring in the management of workplace injury. Using in depth semi-structured interviews, the self-perceptions of rehabilitation providers are presented. Results indicate that the current practice of rehabilitation providers labours under a heavy load of competing responsibilities, difficult clientele, adversarial stakeholders, economic restraints, and an unwieldy and clumsy workers' compensation system. Specific problems highlighted by rehabilitation providers included the identification of their core business and client group; misconceptions, lack of information and failure of communication among stakeholders; and lack of co-operation and overt and covert obstruction to the rehabilitation process. Rehabilitation providers perceived that they could function most effectively if they developed a genuine, trusting relationship with the injured worker, and educated and supported the treating doctor and employer in the rehabilitation and return to work process. Rehabilitation providers linked employer support of the injured worker to their willingness to provide suitable duties. Early referral was also considered an essential element in successful return to work. It was argued that rehabilitation providers should conceptualise themselves asadvocates for the rehabilitation processrather than for any stakeholder group. This conceptualisation allows the provider to move comfortably between groups of stakeholders, addressing their diverse needs while maintaining their focus on their core business.

scholarly journals How can social insurers promote return to work in occupational rehabilitation? A quantitative, cross-sectional study

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Jarna Pasanen ◽  
Arto Luoma
Keyword(s):  
Factor Analysis ◽  
Return To Work ◽  
Customer Orientation ◽  
Occupational Rehabilitation ◽  
Cross Sectional Study ◽  
Work Outcomes ◽  
Pension Insurance ◽  
Cross Sectional ◽  
Process Flow ◽  
The Disabled

Abstract Background Earlier studies indicate a correlation between disability claims experience and return to work outcomes. Thus, the insurer’s role and actions may affect the self-rated health of the disabled worker and the outcomes of occupational rehabilitation. This study diversifies the existing empirical evidence on the role of the insurer in the rehabilitation process and reveals the critical actions that best promote success. Materials and methods Explorative factor analysis (EFA) and confirmatory factor analysis (CFA), followed by binary regression, were used to analyse survey data of disabled workers (n = 661) who had undergone an occupational rehabilitation within an earnings-related pension insurance system in Finland. Results The claimant’s perceptions of the insurer’s (1) high-quality informing and guidance, (2) customer orientation, (3) smooth process flow and (4) positive service attitude had substantial and statistically significant effects on the success of occupational rehabilitation after adjusting for all likely confounding variables. Conclusions The insurer’s actions are significant predictors of the outcome of occupational rehabilitation. The insurer can promote the health of rehabilitees most effectively by ensuring a smooth process flow and adopting a customer-oriented approach.

“To have and then lose the safety net” –Female cancer survivors’ experiences of the process of becoming ready to return to work

Work ◽  
2021 ◽  
pp. 1-10
Author(s):  
K.S. Petersen ◽  
L.S. Anth Madsen ◽  
C.V. Nielsen ◽  
M. Labriola ◽  
C.M. Stapelfeldt
Keyword(s):  
Return To Work ◽  
Cancer Survivors ◽  
Safety Net ◽  
Occupational Rehabilitation ◽  
Data Driven ◽  
Data Generation ◽  
Structured Interviews ◽  
Qualitative Research Design ◽  
Returning To Work ◽  
Female Cancer Survivors

BACKGROUND: Validation studies have not been able to confirm the stage-specific understanding as operationalised in the readiness for return to work (RRTW) questionnaire. OBJECTIVE: To explore retrospectively how working female cancer survivors experienced the process of becoming ready to RTW during and beyond participation in an occupational rehabilitation intervention and thereby expand the understanding of the RRTW construct. METHODS: A qualitative research design was employed. Thirteen female cancer survivors were included for semi-structured interviews one to two years after they had completed active treatment and returned to work. The RRTW construct guided data generation and analysis. Content analysis was performed in four analytical steps that combined a concept-driven and a data-driven analytic strategy. RESULTS: Three themes were identified; “To have and then lose the safety net”, “Realise a changed life situation”, “Strive to balance work and everyday life”. In a time span of approximately one to two years (from receiving treatment, being enrolled in an intervention and to gradually returning to work); the identified themes were interdependent of each other as one theme gradually evolved to the next theme in the process of engaging in sustained work participation. CONCLUSIONS: The present study points towards continuous development of the RRTW construct and whether the addition of a preparedness dimension would improve validity.

Scoping review of claimants’ experiences within Australian workers’ compensation systems

2019 ◽  
Vol 43 (4) ◽  
pp. 457 ◽  
Author(s):  
Anne-Marie Dean ◽  
Mandy Matthewson ◽  
Melissa Buultjens ◽  
Gregory Murphy
Keyword(s):  
Return To Work ◽  
Scoping Review ◽  
Occupational Rehabilitation ◽  
Injured Workers ◽  
Future Research ◽  
Workers Compensation ◽  
Rehabilitation Outcomes ◽  
Cooperative Approach ◽  
Compensation Systems ◽  
Legislative Reforms

Objective The aim of this scoping review was to map the literature on the lived experiences of injured workers in Australia in order to better understand the factors that inhibit the transition back to work and improved health. The ultimate aim of the study was to identify areas for further research into workers’ compensation systems and practices that are associated with improved occupational rehabilitation outcomes. Methods PubMed, ProQuest, Embase and Cumulative Index to Nursing and Allied Health Literature (CINAHL) were searched for eligible articles published in English in peer-reviewed journals from 2001 to 2017. Narrative data synthesis was used to analyse the data collected from included articles. Results Twelve articles examining injured workers’ experiences within Australian workers’ compensation systems were identified. Injured workers reported similar experiences across states and territories in Australia. Four common themes and three subthemes were noted, namely: (1) relationships and interactions; (2) injured workers’ perceptions (subthemes: mental health effects, social effects and financial effects); (3) the workers’ compensation process; and (4) independent medical evaluations. Conclusions There are common difficulties that injured workers experience within Australian workers’ compensation systems that are reported to impede rehabilitation and return to work. A less harmful, more cooperative approach to worker rehabilitation and compensation is needed. What is known about the topic? Different workers’ compensation systems exist throughout Australia. Little is known about injured workers’ perceptions of their experiences within these systems in Australia and whether these experiences are similar or different across systems. What does this paper add? This scoping review synthesises available evidence showing that injured workers report negative experiences of workers’ compensation systems, and that this experience is similar across the different systems. This review also identified a clear need for future research on workers’ compensation systems in order to promote evidence-based approaches to best support the occupational rehabilitation of injured workers. What are the implications for practitioners? Evidence suggests a more holistic, biopsychosocial approach is required by practitioners when facilitating an injured worker’s recovery and return to work. This approach is also vital when considering legislative reforms, such as workers’ compensation systems, processes and practices.

Failures in Occupational Rehabilitation: A Case Study Analysis

1995 ◽  
Vol 1 (1) ◽  
pp. 33-45 ◽  
Author(s):  
Dianna T. Kenny
Keyword(s):  
Return To Work ◽  
Health And Safety ◽  
Sampling Technique ◽  
Occupational Rehabilitation ◽  
Injured Workers ◽  
Work Outcomes ◽  
Structured Interviews ◽  
Worker Characteristics ◽  
Worker Perceptions

Forty-nine injured workers were selected from a study population of 3,041 injured workers using a critical case sampling technique, to explore characteristics of workplaces and worker perceptions and attributions related to return to work status following workplace injury. The only significant differences between those who returned and those who did not return to work were satisfaction with pre-injury pay and provision of training in occupational health and safety procedures. From the in-depth structured interviews of 49 injured workers, 5 workers who failed to return to work were selected for detailed case study to further explicate the factors which contributed to unsuccessful rehabilitation. Worker characteristics, the timing and meaning of the injury to individual workers, and conflicting and unstated agendas in the occupational rehabilitation process, were all identified as critical factors which impact on return to work outcomes.

Consumer perspectives of vocational rehabilitation and return to work following acquired brain injury

2021 ◽  
pp. 1-21
Author(s):  
Kerrin Watter ◽  
Areti Kennedy ◽  
Vanette McLennan ◽  
Jessica Vogler ◽  
Sarah Jeffery ◽  
...  
Keyword(s):  
Brain Injury ◽  
Return To Work ◽  
Vocational Rehabilitation ◽  
Acquired Brain Injury ◽  
System Level ◽  
Structured Interviews ◽  
Post Injury ◽  
Vocational Rehabilitation Services ◽  
Workplace Supports ◽  
Vocational Goals

Abstract Introduction: Following acquired brain injury, the goal of return to work is common. While return to work is supported through different rehabilitation models and services, access to vocational rehabilitation varies within and between countries, and global rates of employment post-injury remain low. The literature identifies outcomes from vocational programs and experiences with return to work, yet little is known about individuals’ perceptions and experiences regarding rehabilitation to support their vocational goals and experiences in attempting to return to work. Method: This qualitative study investigated the experiences of community-living adults with acquired brain injury (n = 8; mean age 45 years; mean time post-injury of 5.5 years) regarding their vocational rehabilitation and return to work. Focus groups and semi-structured interviews were conducted, with data analyzed via thematic analysis. Results: Participants identified negative and positive experiences with vocational rehabilitation and return to work. Five overarching themes were identified: addressing vocational rehabilitation in rehabilitation; facilitators of recovery and return to work; the importance and experience of working again; acquired brain injury and identity; and services, systems and policies. Participants also identified five key areas for early vocational rehabilitation services: education; service provision; employer liaison; workplace supports; and peer mentors. Study findings inform current and future practice and service delivery, at a clinical, service and system level.

scholarly journals HOUT-12. RETURN TO WORK FOLLOWING AWAKE SURGERY FOR GLIOMAS IN SPEECH-ELOQUENT AREAS

2019 ◽  
Vol 21 (Supplement_6) ◽  
pp. vi114-vi114
Author(s):  
Marie-Therese Forster ◽  
Irina Lortz ◽  
Volker Seifert ◽  
Christian Senft
Keyword(s):  
Return To Work ◽  
Awake Surgery ◽  
Professional Status ◽  
Functional Evaluation ◽  
Structured Interviews ◽  
Who Grade ◽  
Eloquent Areas ◽  
Human Happiness ◽  
Grade Ii

Abstract OBJECTIVE Pursuing a profession is an indispensable component of human happiness. The aim of this study was to analyze patients′ professional, socio-economic and psychological outcomes besides their neuro-oncological and functional evaluation after awake surgery for gliomas in eloquent areas. METHODS The neuro-oncological and functional outcomes of patients with gliomas other than glioblastoma undergoing awake surgery during a period of 5 years were prospectively assessed within our routine oncological follow-up. Repercussions of the disease on their professional status, socio-economic situation, and neurocognitive function were evaluated retrospectively with structured interviews. RESULTS We analyzed data of 37 patients with gliomas (3 WHO Grade I, 6 WHO grade II, 28 WHO grade III). Gross total and subtotal tumor resections were performed in 20 (54.1%) and 11 (29.7%) patients, respectively, whereas in 7 patients (16.2%) resection had to remain partial. Median follow up was 24.1 months (range: 5–61 months). 31 patients (83.8%) had stable disease, 2 (5.4%) patients suffered from tumor progression and 4 (10.8%) patients died. Prior to surgery, all but one patient were employed. At the time of analysis, 24 (72.7%) of 33 alive patients had resumed their profession. 5 patients (15.2%) were on incapacity pension, 2 patients were on sick leave, and 2 had retired. The median time until return to work following surgery was 5.9 ±4.6 months. Young age (< 40 years) was the only factor statistically significantly associated with the ability to return to work (p< 0.001). CONCLUSION Despite brain tumor surgery in eloquent regions, the majority of patients with WHO grade II or III gliomas are able to return to work. Employing awake techniques in order to preserve neurological function is of utmost relevance for individual patients′ quality of life and may also decrease the economic burden due to work loss frequently encountered in glioma patients.

Re-conceptualising call-centres as sites of control: the insider perspective

2014 ◽  
Vol 48 (1/2) ◽  
pp. 25-46 ◽  
Author(s):  
Edward Kasabov ◽  
Anna C.C.C. da Cunha
Keyword(s):  
Design Methodology ◽  
Customer Orientation ◽  
Practical Importance ◽  
Call Centre ◽  
Structured Interviews ◽  
Content Type ◽  
Call Centres ◽  
Customer Dissatisfaction ◽  
Customer Centricity

Purpose – The role of call-centres during service recovery has attracted much attention in research. However, marketers know less about controlling customers during recovery interactions and consequences of such control. In order to address this gap and empirically ascertain whether service interactions are marked by customer centricity or by employees exerting control over customers, the aim of the authors was to organise an empirical research in two Brazilian call-centres. Design/methodology/approach – The research consisted of direct, open observation and 33 semi-structured interviews with insiders (call-centre managers, supervisors and operatives). Findings – Four key findings emerged during interviews with insiders. First, control over customers may be more widely practiced than assumed in certain sections of marketing academe. Second, such control is viewed positively by call-centre insiders and is sanctioned by management. Third, control does not disempower and demoralise call-centre staff but protects operatives. Finally, control does not seem to unavoidably generate lasting customer dissatisfaction. These findings are incorporated in a framework of call-centre management which incorporates control through scripting. Research limitations/implications – The discussion calls for the revisit of certain marketing concepts and philosophies, including customer orientation, by demonstrating that control over customers is practised and should not be viewed negatively or avoided altogether in practice and as a topic of analysis. A re-conceptualisation of call-centres as sites of control over customers is proposed. Originality/value – Control and power are rarely analysed in services marketing. This is one of a few studies that makes sense of providers' (insiders') viewpoints and argues that control may play a constructive role and should be seen as a legitimate topic of services and call-centre analysis. As such it addresses a question of intellectual and practical importance which is rarely discussed and may be viewed as incongruous with an age when customers are assumed to have rights.

Students’ perception of effective learning experiences at an Iranian dental school: A qualitative study using the critical incident technique

2021 ◽  
Vol 10 (1) ◽  
pp. 24-24
Author(s):  
Rojin Soleimanzadeh ◽  
Kousha Sarpari ◽  
Nasrin Abdi ◽  
Parisa Heydari ◽  
Yadolah Zarezadeh
Keyword(s):  
Qualitative Study ◽  
Learning Process ◽  
Critical Incident ◽  
Clinical Skills ◽  
Critical Incident Technique ◽  
Dental Students ◽  
Structured Interviews ◽  
Process Data ◽  
Effective Learning ◽  
Perceived Experiences

Background: Dental students need to learn effectively to promote their professional services as a part of their daily activities. This study is conducted to determine dentistry students’ experiences of factors that influence their learning. Methods: This qualitative study was conducted using the critical incident technique and content analysis approach to examine dental students’ experiences with factors that influence an effective learning process. Data were collected by individual in-depth semi-structured interviews with dental students at the Kurdistan University of Medical Sciences. Results: In all, 104 primary codes were obtained from the interviews and group discussions, classified into two major themes. The factors facilitating effective learning encompassed three categories: teacher-related perceived experiences (8 subcategories), learning-related perceived experiences (5 subcategories), and compelling student-related perceived experiences (3 subcategories). Two factors inhibited learning: practical teacher-related perceived experiences (3 subcategories) and learning-related perceived experiences (3 subcategories). Conclusion: The results showed that several instructor characteristics, such as being experienced in teaching methods, having the required clinical skills, and "interacting with students and patients" lead to effective learning. Several other factors involved in the learning process, such as student characteristics, a comprehensive curriculum fitting the theoretical and clinical needs of this field, interacting with peers, and keeping calm and being focused are the some of the most critical factors involved in effective learning.

Sign in / Sign up

Export Citation Format

Share Document