Reaping the benefits of return-to-work interviews
IRS spoke to three organisations that have revamped their absence management procedures, to find out how they maximise the potential of return-to-work interviews. We found that, in all cases, HR support for line managers is a crucial ingredient for success.
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Line managers are reluctant
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Successful
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IRS research found that two out of three employers saw their absence levels fall when they began using return-to-work interviews. In addition, nine out of 10 found this practice helped the organisation to keep more accurate absence records, and the same proportion were better able to identify the adjustments required to help individuals return to work.
Our case study on John Wheatley College shows that return-to-work interviews have also offered timely support for employees who need help with medical or mental health issues. Alongside this, its approach to return-to-work interviews has also fed into the development of other related policies - and as a result, employees are now more likely to disclose disabilities or areas in which they need support.
Staffordshire Council found that return-to-work interviews have allowed the council to monitor effective performance by improving communication between managers and employees.
With the introduction of the new fit notes - which replaced the sick note on 6 April 2010 - it is now even more important for organisations to instil a culture where managers routinely discuss employees' health.
With the introduction of "fit notes" - which replaced the sick note on 6 April 2010 - it is now even more important for organisations to instil a culture where managers routinely discuss employees' health and other related issues when they return to work.
Construction and property consultants Robinson Low Francis (RLF) told us how its electronic absence management system - including a self-certification form completed during return-to-work interviews - makes for greater accuracy of absence information and reduced absence levels.
Summarising what the return-to-work interview can achieve, the Health and Safety Executive's (HSE's) guidance on sickness absence (on the HSE website) says: "A return-to-work interview gives you the chance to welcome your employee back to work, confirm that their record of absence is correct, and enables the employee to raise any remaining health or other issues that need addressing with your support. It can also be a good opportunity to offer help to an employee if you feel they are unwell or behaving differently because of pressure of some kind - domestic or work-related."
Combined with use of the fit note, the interview will give managers a chance to go over the content of the GP's note and thoroughly assess whether or not any actions might be required on the employer's side to ease the employee's transition back to work.
Line managers are reluctant to conduct return-to-work interviews
Unfortunately, some organisations find they are unable to maximise the effectiveness of return-to-work interviews due to lack of skills on the part of line managers, or disengagement with the process. For instance, almost half (46%) the employers taking part in the IRS survey on return-to-work interviews reported that line managers were not prepared to take full responsibility for arranging, conducting and recording the interviews.
People returning to work can often be feeling nervous themselves, and may have a variety of issues to deal with, ranging from medical problems, to difficulties with colleagues or workload.
According to Richard Wilkes of Steps Drama Learning Development (external website), who delivers training on how to handle return-to-work interviews, managers are often fearful of saying the wrong thing to the employee, and may even worry that their lack of competence in this area could lead to legal action. In addition, he points out that people returning to work can often be feeling nervous themselves, and may have a variety of issues to deal with, ranging from medical problems, to difficulties with colleagues or workload. They also may lack confidence in their ability to carry out their work effectively.
Wilkes emphasises the importance of taking a supportive stance and asking open questions during the discussion, giving the employee a chance to take the initiative. This approach helps to relax the employee and tease out more information, but it does not come easily to all managers. Due to the challenging nature of the return-to-work interview, and the myriad of potential issues involved, it is important for organisations to train anyone who will be carrying out the interviews comprehensively, and ensure they have access to guidance and support.
Successful return-to-work interviews
The following IRS case studies illustrate how return-to-work interviews have contributed to effective absence management at three organisations:
- Culture change reduces absence at John Wheatley college;
- Partners adopt new approach to absence at Robinson Low Francis (RLF); and
- Line manager training improves absence at Staffordshire Council.
Our profiles of the process at John Wheatley college and RLF show how the interview can become successfully integrated into the absence management procedures with the dedicated support of the HR function. In both cases, the interview process has helped establish a supportive culture, improve relationships between managers and those that report directly to them, and reduce absence, but this has taken several years to establish, requiring perseverance and some belligerence on the part of HR.
In our third case study, the HR team at Staffordshire Council has had a more challenging task due to the size of the organisation. However, armed with soft-skills training and a comprehensive checklist, managers carrying out the return-to-work discussions have helped to improve performance management and reduce staff absence.
This feature was written by Charlotte Wolff, researcher/writer, employment relations.
Additional resources on XpertHR
- Managing stress-related absence at work IRS research examines the steps that 98 employers are taking to manage stress-related sickness absence, including return-to-work interviews, and offering flexible working options.
- Fit notes: case study Judith Harris of Addleshaw Goddard continues a series of articles on the new fit notes system with a case study that looks at how employers should deal with sickness absence in the light of fit notes.
- Appearance and behaviour: Line manager briefing on handling difficult conversations This XpertHR line manager briefing gives guidance on good practice when conducting difficult conversations, aiming to give line managers the confidence to tackle difficult issues and ensure the success of the conversation.
- Employers' use of return-to-work interviews: the IRS report IRS in-depth research into the use of return-to-work interviews with employees following periods of sickness absence confirms that they contribute greatly to effective absence management.
- Good practice: Attendance management This comprehensive XpertHR good practice guide covers the practical aspects of attendance management, including return-to-work interviews.
