Unlocking insights through data: Zurich's commitment to health and wellbeing
03/24/2025
In an era where workplace injuries are prevalent, the integration of treatment and comprehensive workplace support is paramount. At the heart of our strategy is a relentless focus on the customer, using data-driven insights to enhance rehabilitation outcomes.
In today's fast-paced world, understanding and using data is crucial for any organisation aiming to make a meaningful impact. At Zurich, we are committed to harnessing the power of data to enhance the health and well-being of our customers. Our latest dashboard metrics provide a comprehensive overview of key health indicators, injury patterns, and customer experiences over the past year. These insights not only help us refine our services but also contribute to the broader conversation around health and wellness.
Key Metrics: A Year in Review
Analysing the data from the past year, we have found several key metrics that shed light on the health landscape of our customers. The injury analysis reveals the prevalence of specific injuries, with lumbar/coccyx injuries (197 cases) and shoulder injuries (145 cases) being the most common. This is followed by psychological injuries (130 cases) and ankle injuries (115 cases). Additionally, head injuries (110 cases) and neck injuries (68 cases) are also prevalent. Although this list is not exhaustive, we see a wide range of other injury types. Understanding these patterns allows us to tailor our preventative measures and treatment plans more effectively, ensuring that we address the most common and impactful injuries our customers face.
Referral and Appointment Analysis
Referrals play a critical role in ensuring that our customers receive the specialised care they need. Over the past year, we have seen a diverse range of referrals, from sacroiliac/hip issues (25 cases) to knee problems (122 cases). Our appointment analysis further supports this, highlighting the importance of prompt and proper medical intervention. By closely checking these trends, we can improve our referral processes, working with our treatment supplier networks and improve overall customer outcomes.
Customer Experience: A Pillar of Our Service
At Zurich, customer experience is at the heart of everything we do. Over the past year, we have kept an average of 5.9 sessions for physiotherapy and 10.6 sessions for psychotherapy. These figures not only reflect our commitment to comprehensive care but also underscore the importance of personalised treatment plans. Our median mileage data further reinforces our dedication to accessibility and convenience for our customers. We have also introduced several remote treatment options that allow our customers to access treatment when and where they want. One such service is our partnership with Sword to provide digital physiotherapy.
Demographics and Customer Journey
Understanding the demographics of our customer base is essential for delivering tailored services. Our analysis over the past year has offered valuable insights into the age, gender, and geographical distribution of our customers. This information, coupled with the customer journey metrics, enables us to create more targeted and effective health programs.
Net Pain Reduction: Measuring Success
One of the most telling indicators of our success is the net pain reduction experienced by our customers. By tracking this metric, we can measure the tangible impact of our interventions and continuously refine our approaches. Our data-driven strategies have led to significant improvements in pain management, enhancing the quality of life for countless individuals.
Charting the Path Forward
The data highlights several key trends and insights that drive our rehabilitation strategy:
1. Customer-Centric Approach: Our focus on early intervention and effective management has led to improved outcomes and increased customer satisfaction.
2. Financial Efficiency: Our commitment to delivering value while keeping exacting standards of care ensures that we use our resources wisely.
3. SLA Adherence: High adherence to SLAs ensures prompt treatment, directly affecting our customers' recovery experiences.
4. Quality of Service: Low complaint rates and effective management of diverse assessment types reflect our dedication to providing exceptional service.
Moving forward, we will use data-driven insights to enhance our rehabilitation strategies, ensuring our customers receive best care. By keeping high SLA adherence, improving case management efficiency, and focusing on early and effective interventions, we aim to foster a healthier and more productive workforce, ultimately supporting our customers in their recovery journeys.
At Zurich, we view data as a powerful tool that drives innovation and improves lives. Our commitment to analysing and understanding key health metrics enables us to provide superior care and support. Using these insights, we will continue to foster a healthier, happier community and offer comprehensive rehabilitation solutions for workplace injuries.
