Summary of problem

Jane has worked as a customer service agent in a busy call centre for six months.

Her work requires her to:

• answer incoming phone calls;
• retrieve information from the company data base;
• give the information to the customer;
• record the call for future reference.
  

This work requires repetitive use of a display screen, mouse and keyboard, while talking on the phone.

Early on, Jane noticed that her arms began to get tired towards the end of the shift. After a couple of months, she continued to experience fatigue in her right hand and wrist after work, but always recovered by Monday morning.

Jane was using the mouse with her right hand, and typically in an awkward position in which her wrist was bent backwards and the soft under-side of the wrist rubbed against the edge of her desk. The awkward wrist posture, repetitive wrist motions and direct pressure of the wrist against the desk are risk factors for ULDs.

Her doctor told her that she had carpal tunnel syndrome, which could need surgery if her work tasks were not improved.

Jane also experienced pain and tension in the left side of her neck. This was largely due to the awkward and static postures she adopted while cradling the telephone between her shoulder and ear for most of the work day. This was made worse by the fact that the height of her desk and position of her computer monitor was causing Jane to 'shrug' her shoulders to keep her arms high enough.

Action

Jane informed her line manager of the problems she was having. After discussing the issues with her manager and a health and safety representative, a risk assessment of the workstation and the job was carried out. To reduce the risks found, the following changes were made both to the workstation and the way the work was organsied.

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Advice

Because of these changes, Jane was able to continue to work productively, and the need for surgery was avoided.

Problems with DSE workstations can often be solved by a combination of measures, for example:

• ensuring equipment and furniture are appropriate for the task and the user;
• training the user in how to adjust their equipment and furniture;
• having a work pattern that allows adequate breaks from the task; and
• ensuring employees know how to report problems.

These steps can all help to prevent MSDs.

Action to prevent pain or discomfort is much more beneficial than trying to reduce it once it has occurred.

References

• Work with Display Screen Equipment - Guidance on Regulations (L26) HSE Books ISBN 0 7176-2582-6
• The law on VDUs: an easy guide (HSG90) HSE Books ISBN 0-7176-2602-4
• Working with VDUs - INDG36 (rev1) HSE Books