Health and Safety Representative: Healthcare case study

The problem

Stressed, overworked employees

• Nurses working for a regional in-home healthcare provider were feeling overwhelmed with an increase in workload and job demands.
• Staff began to forego taking their breaks in order to get their work done, and faced an increased risk of fatigue and musculoskeletal disorders (MSDs) as a result of working under increased pressure.
• Even though workers wanted to talk with management about the increased workload and the subsequent effects to their health and safety, they were unsure of their employer’s responsibilities under the OHS Act and didn’t know how to go about resolving their concerns.

Next steps

Working towards a solution

• A staff member found information on the WorkSafe website about WorkSafe’s HSR Support Officers (HSRSOs).
  Here, they learned that HSRSOs provide dedicated support and guidance on matters of:
  • consultation
  • employee representation (including health and safety representatives – HSRs)
  • resolution of health and safety issues in the workplace.
• The staff member scheduled a call with the HSRSOs to talk about their workplace concerns and ask for guidance. The HSRSOs recommended the staff member lodge a service request with WorkSafe’s Advisory team.
• This led to a WorkSafe inspector being assigned to visit the healthcare facility and help determine if the employer was meeting their OHS obligations.

Resolution

Understanding and better communication

• During the workplace visit, the WorkSafe inspector met with the employer and clarified their duties including the obligation to consult with affected workers on matters of health and safety.
• The inspector recommended to management that they use the WorkWell Toolkit – a library of digital resources to help workplace leaders prevent mental injuries and create a safe and mentally-healthy workplace.

Outcomes

After the workplace inspection

Management reviewed work tasks, and completed a hazard and risk assessment. This process allowed the organisation to put appropriate risk-controls in place, and give affected workers more flexibility in how they manage their role day-to-day.

• Management committed to improved consultation, and introduced a new procedure, detailing how to consult with employees on health and safety matters.
• Workload caps were introduced, and role autonomy was improved, allowing staff to schedule their own breaks.
• Non-nursing administrative tasks were delegated to staff with more capacity, freeing up the nurses time for their patient visits.
• The Employee Assistance Program (EAP) was widely promoted to staff.
• Controls are set to be reviewed quarterly.

After controls were reviewed after 3 months, staff reported that:

• Recent changes had increased staff morale and improved support of and for their employer.
• The re-allocation of non-nursing administrative tasks has been effective in reducing high job demands.
• Workload caps have resulted in staff being able to complete their required administrative tasks and take their scheduled breaks throughout the day.
• The EAP program has been used by workers, continues to be advertised to anyone requiring support.