We have a vast array of treatments for the common condition of low back pain. Yet messaging about back pain is the most effective treatment we have available. Behavioural experts craft messages that constructively influence the community in a broad range of areas, from health to tax payments to attending IME appointments. These approaches are all about how we communicate, how we message.

This webinar discusses the impact of messaging on work injury care. Dr Wyatt uses 2 examples — back pain and supervisor engagement — to explore the impact of messaging and provide insights into how we can approach this important area.

• Explore how language influences recovery trajectories and shapes patient attitudes and expectations towards their own rehabilitation

• An overview of digital tools and platforms that can support consistent and positive messaging during recovery and return-to-work

Webinar recording

Further resources

Presentation slides

It Pays to Care

It Pays to Care project on LinkedIn 

Revolutionising Chronic Low Back Pain Management with Cognitive Functional Therapy

Poll results from the webinar

A big thank you to those who contributed to the live session, if you'd like to be involved please get in touch. Here are some of the responses to date. 

An example of where you have difficulty with good messaging?

• When the employee has a serious injury and needs multiple supports e.g physio and Psychologist etc
• Clients understanding messages, ensuring we break things down thoroughly.  
• Not so much messaging, but how is it received?
• Getting consistency in proactive messaging at scale
• When I know I might receive an adverse response
• More on how to further engage
• When English is a second language
• When someone is very combative or unwilling to take an active role in their recovery
• Convincing managers about their role in communicating with injured workers.
• Where the worker has already had a scan and been provided with advice they have degeneration/ tears etc or where the worker has been advised to rest, rather than focus on active recovery.
• Teaching others or influencing others I work with to uplift and communicate from a place of care and support.
• When there are different messages across the scheme, it creates confusion for the claimant. 
• Communicating the value of work in recovery without sounding like RTW is an geared agenda.  
• Set the scene once or if timely mid way in subjective (depending on how long it may be) before giving a 'lay' English explanation of their scans and their symptom/clinical presentation.
• Giving concise important/relevant information. 
• Hesitant treaters that reinforce negative messaging.
• Psychological Claims.
• Explaining legislative nuances. 
• Complex conditions that I do not have the training understand in depth. 
• Having to deliver difficult news. In trying to soften, I sometimes make it more complicated and perhaps vague.
• More related to cultural norms that impact client understanding or engagement.
• When people have fixed mindset or idea about their injury.
• When you are trying to simplify information.
• The case by case basis of strains (no matter how simple it is) is somewhat challenging to manage for me because their recovery is different for everyone. The physio can say yes this is a muscle strain and can be managed by physio sessions but having uncertainty with the recovery period is a bit of a struggle when communicating with injured workers.
• When establishing the relationship with the injured worker when they are deep into their injury and particularly if there has been a delay with first contact or multiple case managers have been reaching out.
• Language barriers, consistent messaging from RTW coordinator and team member management.
• With claimants who are focused on 'no-one understands my pain' and catastrophising.
• When using an interpreter.
• Empathy levels.
• Psychological claims when diagnosis is unclear / disputed.

Do you have a great way of messaging something you are willing to share? 

• We love visuals and video content that people can refer back to using simple English that's easy to understand. 
• Remove the business side of things and meet for a coffee or in a park, wherever may feel comfortable or relaxing for the client
• Prefer to do face-to-face and over the phone. It is good to understand a person's body language and connect.
• Explaining that pain does not mean further damage, that the physio is treating them to achieve/regain function, and it's ok if it hurts at times.
• Reflecting what the other party is saying so I hope they know they are heard.
• Consistent - pre-warning people  - providing examples  
• Using easy-to-understand terminology and checking in with person regularly about their understanding. Relate conversation to activities and tasks you know are important to them. 
• Explain and have the client repeat their understanding of your message then re-clarify as necessary.
• I like to mix in a personal experience so that the person I am communicating with knows that what I am trying to share is genuine.
• Letting the person talk first, tell their story, ask them how they are going and acknowledge their experience.

Dr Mary Wyatt - RTWMatters and It Pays to Care

Mary is a specialist occupational physician. She’s worked in the field for more than 30 years and is active with research, teaching, specialist occupational medical advice and policy development.

Mary is passionate about improving the lot of employees with an injury. She initiated the Health Benefits of Good Work agenda through AFOEM and the It Pays to Care project. Using policy development, up-to-date research, and support for those at the coal-face Mary continues to strive for improvements for workers and businesses.