Case Study $14$: Forgotten Orders: A Case of Memory Impairment in a Restaurant

Lan sustained a head injury following a slip$-$and$-$fall accident in her job as a waitress at a busy family restaurant. Lan has been off work on workers' compensation benefits for six weeks and is in the care of a physician and an occupational therapist. Since the fall, Lan has had some problems with her short$-$term memory. She loses track of tasks and has trouble focusing on what she's supposed to be doing. Otherwise she feels fine and would like to be working again. Lan, her boss, and her health care providers agree that unless her memory symptoms improve, Lan cannot perform her duties as a waitress. Lan's boss has suggested that she return to work in the kitchen, washing dishes. Lan is insulted by this suggestion. She has four years' experience as a successful waitress and is concerned that if she says yes, she'll never get her job back. Her physician and occupational therapist aren't particularly familiar with her workplace and aren't quite sure what to recommend. You are the workers' compensation case manager who has been assigned to Lan's case. What would you do to facilitate the interactions among Lan, her boss, and the health care providers? What suggestions might you have for a return$-$to$-$work plan for Lan?

Using the HR Thought Cycle as a guide, we are able to consistently analyze the case study.

$\backslash$table$[[$Stage$,$Analysis$],[$Identification of the case issues:,$\backslash$table$[[-$ Employee $($Lan$)$ suffered head$],[$injury due to a slip and fall at work$],[-$ Employee off work for six weeks$],[$receiving WCB benefits$]]]]$

Hypothesis:ldentification of legislative issues:Risk identification:$-$Employee has short$-$term memoryloss problemsEmployee wants to return to work$-$All parties agree that unless hermemory improves, employee cannotwork as a waitressEmployer offers alternate workwashing dishes$-$Employee is insulted by the type ofalternate work offeredPhysician and occupationaltherapist not familiar with workenvironment$-$ All of the parties are interested inthe employee returning to work ofSome kind$-$ A modified return$-$to$-$work planmay be necessary$-$ Occupational Health and Safety$|$Act and Regulations$-$ Workers Safety and Insurance Act$-$ Human Rights Code$-$ Employee may not be satisfied withthe types of duties assigned throughmodified work if her memory lossdoes not improve

Action:$-$ Modified work plan may not be thebest option and the plan will need tobe revised$-$ The longer the employee stays offwork, there is less likelihood of herreturning to work at all$-$ Work with employee, employer,and OT to prepare a return$-$to$-$work plan that includes modifiedwork$-$ Prepare a physical demandsanalysis of the pre$-$injury duties$-$ Prepare a functional abilityassessment analysis of the pre$-$injuryduties$-$ Work with the health care team,employer, and employee todetermine what waitressing dutiesthe employee can do andwhat modifications may be required$-$ Determine what modifications canbe put into place to help with short$-$term memory loss such as writtencues, job sharing, or alternate duties$-$ Based on analysis, offer lightduties, gradual return to work,and$/$or work trial with work

$\backslash$table$[[,\backslash$table$[[$modifications to assess employee's$],[$ability to perform waitressing duties$],[-$ Monitor employee progress with$],[$employee$,$ employer, and health$],[$care team$],[--$ Adjust the plan as necessary to$],[$support a reasonable return$-$to$-$work$],[$plan for the employee$]]],[$Issue Resolution:

$\backslash$table$[[$Employee is able to return to work$],[$as a waitress with a modified plan$],[$and$/$or workplace accommodation,$],[$with respect and dignity$]],],[$HR Impact:,$\backslash$table$[[-$ Staffing concerns are in place as$],[$scheduling and service delivery are$],[$impacted$]]],[,\backslash$table$[[$Lost$-$time injuries impact payroll$]]],[$Further considerations:,$\backslash$table$[[-$ Customer perceptions when$],[$receiving service from an employee$],[$requiring accommodations may be$],[$challenging$]]],[$Proactive response:,$\backslash$table$[[-$ Provide job sharing for all$],[$employees so that one employee is$],[$not singled out$]]]]$

Case Study Question:

What would you do to facilitate the interactions among Lan, her boss, and the health care providers? What suggestions might you have for a return$-$to$-$work plan for Lan?