Getting the Message Right: Evidence-Based Insights to Improve Organizational Return-to-Work Communication Practices.
Arif Jetha, Morgane Le Pouésard, Cameron Mustard and 2 others
PMID 33528732WHAT IT FOUND
Workers felt more comfortable sharing health details with union reps than with supervisors or disability managers.
Stakeholders reported that pairing practical information with emotional support and tailoring the message to the worker's specific situation helped keep return-to-work plans on track.
Key findings
01Injured workers reported trusting union representatives more than supervisors or disability managers, and were more likely to share sensitive health details with them.
02Participants described five communication strategies: pairing information with emotional support, initiating early and regular contact, simplifying technical language, framing messages around benefits rather than penalties, and tailoring the approach to the individual worker.
03Workers reported that scripted or generic messages reduced their motivation to return to work, while messages tailored to their personal circumstances increased their sense of being supported.
STILL TO COME
How it was doneWhat they foundWhat it means for PTsWhat it means for OTsWhat it means for SLPs
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What it does not show
The study only included workers who had experienced an occupational injury and participated in the return-to-work process; it did not include workers who failed to return to work, so it cannot explain communication failures that led to unsuccessful outcomes. The findings are based on only two large healthcare organizations in British Columbia with a specific collectively bargained disability management program, which may limit how well the results apply to other industries or regions. The sample was predominantly women (85%), which reflects the workforce in this sector but may limit generalizability to male-dominated industries. As a qualitative study, it describes experiences and perceptions rather than measuring whether these communication strategies actually improved return-to-work rates or reduced disability duration.
Declared interests
The study was funded by WorkSafeBC, the provincial workers' compensation board of British Columbia. The authors declared no other conflicts of interest.
The easy way to misread this
Do not assume these strategies have been proven to improve return-to-work outcomes. The study describes what participants felt was effective communication, but it did not measure actual clinical or employment results, so these are reported preferences rather than tested interventions.