Smart triage, more time for the conversation

Otherside at Work, the developer of our absence management system Xpert Suite, interviewed Heleen Vlot (Product Owner) and Martyna Miller (case manager and mediator) about what the system means for Capability and our clients.

Every sick call deserves attention. Even so, some call for a faster response than others. When your employee calls in sick, they automatically receive a digital questionnaire from Xpert Suite on the first day of absence. Their answers then determine when a phone call with a case manager will be most valuable.

Heleen: “Using the questionnaire, we’ve been able to set things up so that we now call on day 4 for mental health complaints and work-related conflicts, while flu cases aren’t called until day 8.” Mental health complaints get the prompt attention they need, and a bout of flu is given room to clear up on its own. That saves a great many unnecessary phone calls. Our case managers invest their time in the cases where they truly make a difference.

Only the questions that matter

Behind the scenes, we work with questionnaires too. During a consultation, our occupational health physicians and case managers record their findings in a digital form in Xpert Suite. More and more of these forms are being built as dynamic questionnaires: a field only appears when it’s relevant at that moment, and each answer determines the next question. Our professionals no longer have to work their way through long, static forms. Colleagues notice the difference straight away: “This works so much more smoothly, faster and more clearly, and I no longer have all those unnecessary fields,” is the feedback Heleen hears. Less time spent on admin means more attention for the conversation with your employee.

Listening instead of typing

Reporting has also become a lot faster. Xpert Suite automatically produces a draft summary of the conversation, with medical and non-medical information kept separate. Martyna: “Instead of constantly taking notes, as I used to, I can focus entirely on the conversation.” She also knows for certain that no important detail gets lost when she drafts her advice. Is the conversation held in Polish or English? The employer still receives a clear report in Dutch. Colleagues with a full caseload keep their workload manageable, and the attention stays where it belongs: with your employee.

Read the full story

Curious how Capability is further digitalising its absence management processes? Read the full customer case on othersideatwork.nl.