The sign that was nearly missed A case manager takes a call on a Thursday afternoon. It’s a worker 4 weeks into a shoulder injury, asking if his physio appointment has been approved. She had checked it on Tuesday and told him then, so it takes 10 seconds for her to answer his question. What she notices is that this is the third time he’s rung this week and each time the question has been a small one. His voice is flat. He apologises...