Injuries take a toll on customer service

Injuries take a toll on customer service

Work Health and Safety Training - 03/10/2014

Nurses and medical staff work in highly stressful environments, that can increase the risk of injuries while on the job.

A recent survey from Ergotron, a supplier of ergonomic healthcare equipment, suggests that, in the 12 months to March 28 2014, 10 per cent of nurses experienced an injury while at work. A further 60 per cent of those surveyed are worried that their job is having a negative impact on their overall health and wellbeing.

The report also examined the impact that these injuries had on patient care, with 14 per cent reporting that injuries in the workplace were forcing them to seek additional help from other staff. Another 22 per cent reported that they were forced to limit their behaviour as a result of injuries in the workplace.

Finally, another 22 per cent also reported being less friendly towards patients because of injuries sustained at work.

While this survey highlights the health and safety challenges which nurses face, the same lessons can be applied to many other industries. Similar results have also been tracked in other industries, with a US utilities company survey finding that customers reported lower levels of customer service from teams with high injury rates.

No matter what industry you work in, preventing injuries in the workplace is a business imperative. 

In such an environment, occupational health and safety inductions and education are an important element for workplaces, along with robust systems of work and policies, processes and procedures. Employers must ensure that vital information is being communicated to staff members and they are aware of and understand how to manage and report risk.

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