P.A.T.C.H.
How to Handle Workplace Injuries and Illnesses
Overview
Roles
SME (Human Resources)
Analysis
Design
Development
Implementation
Evaluation
Audience
60+ managers
across 5 states
on the eastern
USA coast
Client
Wholesale construction
equipment distributor,
working in shops
and on job sites
Tools Used
Articulate Storyline
Adobe Illustrator & Acrobat
Microsoft Word
SnagIt
Animaker
Canva
Project
Table of Contents
Click the image below to try it out!
Summary
This is a concept project based on a real business problem.
As the HR Coordinator for a mid-sized company covering five contiguous states on the eastern USA seaboard, part of my job entailed handling workplace illnesses and injuries.
In order to protect employee confidentiality as well as company liability, a nurse case management service (NCMS) was brought on to:
Ensure that state laws regarding worker's compensation were followed
Act as the first point of contact when an employee is injured or ill in the workplace
Communicate with the HR department immediately following employee contact
Communicate with local medical providers and expedite treatment
However, more than half of the management team did not use the service, lost the number, or failed to inform their teams on how to use the NCMS.
This training was developed to ensure that management...
is prepared for these incidences
can assess whether an incident is an emergency
telephones the appropriate personnel
completes and sends the appropriate forms to the HR department in a timely manner
allows HR to follow up regarding modified duty and return-to-work procedures.
Problem
The company's incident rate of workplace injuries and illnesses was well above industry average for three consecutive years.
In my role as HR Coordinator, my responsibilities already included:
Reporting monthly KPI, including data on workplace injuries and illnesses
Coordinating with the NCMS, management, worker's compensation insurance, and employees on worker's compensation cases
Analyzing workplace injury and illness data for OSHA reporting
With my background in education, knowledge of the company, and relationships with all employees, I was the logical choice for developing this training.
Company Goal
Reduce workplace injuries and illnesses by 30% by the end of the following calendar year.
Process
Analysis
Root Cause Questions
Q: Why was the incidence rate so high?
A: Analysis of worker's compensation cases over three years yielded the following results:
Responses to workplace injuries and illnesses varied widely from location to location
More than half of managers failed to report incidents within 24 hours
More than half of managers failed to complete incident reports in their entirety
At least one employee each year had a workplace injury or illness that kept them out of work for an extended period of time
Obtaining information from occupational health centers regarding return-to-work status was more difficult in some states than in others
Q: Why aren't managers following procedure?
A: When surveyed, multiple managers stated the following:
They couldn't remember what forms to use or what number to call.
They weren't sure what they could or couldn't ask regarding the employee's health.
They were used to their own way of doing things and did not see a reason to change.
Q: What can be done to help managers follow procedure?
A: Managers gave some suggestions in their response to the survey, including:
Tell us how to understand an emergency vs. a non-emergency.
Make posters with the NCMS number on it.
Make the procedure simple to follow and easy to remember.
Make the form widely available.
NOTE
The form and number were already available on the company intranet, in onboarding packets, and in manager's policy manuals, but these venues were not widely-used.
Solution
Knowledge and Usage Issues
Job aids had been provided in the past as manager's policy and form manuals. Unfortunately, these were not widely used and were often lost within the first week of employment.
Copies were posted on the company Intranet service, but management generally did not use that service in their daily routines.
Managers also expressed a lack of understanding as to what constitutes an emergency that requires a call to 911.
Logistical Issues
Managers were spread across five states on the eastern seaboard and couldn't easily meet for training.
Additionally, managers' comfort with and usage of technology varied, from a reliance on paper to entirely computer-based. However, all managers had and could easily use a company cell phone.
Ultimate Solution
The most cost-effective and time-conscious solution was a 30-minute scenario-based e-learning module, wherein managers could practice following the P.A.T.C.H. procedure in a safe environment at their own pace using their cell phones.
Additionally, a new job aid, pictured below, was developed and included within the training with the NCMS number clearly printed on the bottom.
Links to and downloadable versions of the form were also included within the training.
Design & Development
Color Scheme
#4C91D4
#182746
#F2AB35
#F3CD62
#FF6D54
#FFFFFF
P.A.T.C.H. Procedure: Video Series
Managers needed to see the procedure in action. However, trying to push all of the necessary information into one video would have been counterproductive.
Breaking the video up into multiple, short segments allowed for:
Interactivity (completing the form)
Repetition
Focus on each part of the procedure
Due to COVID, travel for filming was prohibited, so Animaker was used to create animated videos.
I created some of the backgrounds for the videos in Adobe Illustrator for story continuity:
The video series is follows the story of Jerry, the shop manager, and Diego, a shop employee who is injured in the stock room.
Learners help Jerry complete the workplace injury and illness form and send it to the Human Resources department.
Video (1): Diego is injured. What should Jerry do?
Video (2): Prepare, Assess the situation, and Telephone NCMS
Interaction (3):
Click on the image above to help Jerry complete the form and send it to the Human Resources department.
Video (4): HR follows up with Jerry. Diego can return to work!
Scenarios
Overview
Articulate Storyline was used to create four scenarios in which learners could practice handling different types of workplace injuries and illnesses.
Each scenario has five questions, a score, and an outcome.
Every answer displays feedback.
Learners are given two tries on each question and are given the option to retry each scenario until a score of at least 80% is achieved.
Click on the picture to try it out!
First, each story was written out with all potential responses noted, and point values were assigned to each answer.
Parts of each scenario had roots in real-life incidents, as well as real employee and manager responses.
Some of the answers were kept purposely uncertain, as real-life scenarios are not always certain.
Script
Scenario Questions - WC.docxScenario Example
F.A.Q.
Naturally, managers had questions regarding this training. The six most common questions were addressed in the optional Frequently Asked Questions (F.A.Q.) module.
Evaluation
As this is a concept project, an outcome is not available.
However, potential data for evaluation of this training is listed below and within the training itself.
Formative
P.A.T.C.H.: Helping Jerry complete and send the form
Scenarios: Multiple choice questions with feedback
Summative
Likert scales before and after each module (P.A.T.C.H., Scenarios)
Key Performance Indicators (KPI)
Workplace injury / illness incidence rate before and after training: 3 months, 6 months, 1 year, and 2 years post-training
NCMS usage data
Percent of managers who:
Correctly identify emergencies (i.e. unconsciousness, inability to speak or breathe)
Complete and submit forms correctly with 24 hours
Require coaching regarding HIPAA and workplace injuries / illnesses before and after this training
Likert Scale Feedback Evaluations
