We tend to ignore how the human body simply isn’t designed for many of the tasks we undertake. That may explain why service industry employees are likely to experience more musculoskeletal injuries than all other types of injuries put together.
George worked in the retail industry for nineteen years before the time spent standing on hard floors and lifting and bending forced him into an early retirement.
A housekeeper notices her left hand is so swollen she cannot remove her rings yet she says nothing to her employer. A petite office worker who complains about back pain is given a $1,200 chair that cannot be properly adjusted to her height. A grocer refuses to believe that his cashiers can injure themselves simply by standing or sitting all day. In many workplaces, these stories are common. So is a lack of awareness about musculoskeletal injuries (MSIs) and how to prevent them.
In Ontario, MSIs result in more than 273,000 lost work days each year. For employers, that translates into more wage loss compensation and health care than all other workplace injuries combined.
| Percent | Sector |
| 43% | Retail & Wholesale |
| 42% | Tourism & Hospitality |
| 28% | Restaurants & Foodservice |
| 37% | Office & Related |
| 38% | Vehicle Sales & Service |
Each year, over $18 million is paid out in lost time compensation to service industry employees for work-related MSIs.That represents an alarming number of employees, each of who misses an average of 10 days from work.
Strain and Sprain injuries cost - not only in WSIB premiums, but also in disruption to the workplace. Injured employees suffer too.The inability to perform regular tasks both at work and at home can be devastating.
The musculo-skeletal system is a term for the body’s soft tissue framework that supports movement and generates the power to lift, lower, bend, turn, flex and hold. It includes muscles, ligaments, tendons and joint connective tissue. MSIs refer to a disorder of the musculoskeletal system with a workrelated component.
A strain or sprain is a component of a work-related MSI. Strains and sprains occur when muscles, tendons or ligaments are stretched or torn. Here are a few of the causes:
MSIs can result from both occupational and non-occupational causes.They can develop over weeks, months or years. While they are reversible when caught in the early stages, they become difficult to cure once they become chronic.
| Who’s At Risk? Here are some examples of positions in your organization that are at risk for an MSI:
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Symptoms of MSIs can include pain, stiffness, fatigue or lack of endurance, tingling, numbness, burning and heaviness. A loss of sensation or sensitivity to touch is another symptom of an MSI.
Any employee who sits, stands, lifts, carries or handles materials is at risk for MSIs. At Park ‘n Fly, an off-site airport parking and shuttle service company, drivers perform all of the above. In 2000-2001, the company noticed an alarming rise in the number of lower back and soft tissue injuries as lifting heavy luggage in rushed, cramped quarters began to take its toll on drivers.
"I guess we made the common mistake of taking it for granted that people knew how to lift safely," says Rick Hopkins, the company’s Human Resources manager. "When we talked to drivers, we discovered that wasn’t always the case." Recognizing the seriousness of the situation, Park ‘n Fly implemented a thorough analysis of its work practices and uncovered some surprising results. "We saw right away that our drivers were making some awkward twists and turns," remembers Hopkins. "Overweight customer baggage was another concern that we identified. It’s amazing what some people can pack into a suitcase."
In many cases, MSIs can be prevented using a systems approach that includes these five factors working together:
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When Kathy Kawaja, a Canadian Certified Professional Ergonomist with Human Factors North Inc. meets with clients, she stresses the importance of both active and passive surveillance by employers. An example of a passive surveillance is reviewing accident analysis, absenteeism and sick days looking for trends. An example of an active surveillance is a body comfort survey where employees are asked to anonymously indicate on a diagram where they are experiencing discomfort and rate their pain on a scale of 1-10. "Both activities are excellent ways of helping employers find out where the pain is coming from so they can begin to track and prioritize what needs to be done," notes Kawaja.
At Park ‘n Fly, the company began to formalize a back safety program by training all drivers and supervisors on proper lifting techniques. At the same time, it tackled the heavy luggage issue. "We realized that customers needed to take more responsibility for their luggage," says Hopkins."We are now communicating to our customers that heavy luggage is a safety concern for our drivers, and that while we are happy to provide assistance, we leave it to the discretion of our drivers to determine what can be safely lifted."
The response from Park ‘n Fly drivers to the focus on back safety has been positive. Notes Hopkins, "They were quick to recognize the importance of the training, as did managers and supervisors. "Today, back injury rates are down at Park ‘n Fly, and the company has expanded its training to be included in general orientation sessions. "We plan to do annual retraining," notes Hopkins. "We’re very pleased with the results we’ve seen so far."
In the service industry, there are lots of reasons to care about strains and sprains. Preventing these types of injuries can mean more profitability for your business, particularly in times of keen competition and low profit margins. Customer and employee loyalty can increase. Morale is likely to improve, as will productivity. Most importantly, taking a proactive approach to the issue will mean less pain and suffering for your valued employees. And what could be more important than that?
Excerpted from: The Safety Mosaic, Vol 5, No. 1, Spring 2002
That some hospitals in Ontario have an Occupational Health Clinic.