The evidence we’ve gathered shows the use of iPads in branches is causing an increase in the number of staff suffering with musculoskeletal problems. Members have reported struggling to get occupational health assessments with some having to wait up to 4 months. That is completely unacceptable.
In its desire to move away from counter-based services Lloyds introduced the Triage role which acts as the primary assessment point for customer interactions. Staff are given iPads which they must carry around all day whilst dealing with customers.
Members are reporting the discomfort/strain they experience daily when using iPads for sustained periods.
The Apple iPad(s) in question weighs approximately 1.25kg and that is without the additional keyboard that staff can attach to it for ease of use. A shoulder strap is provided that when not in use allows its user to let that iPad hang ‘like a ladies handbag’ whilst they roam the banking hall. There is rarely an opportunity to sit down with a customer to resolve the customer’s need. Instead, the member of staff would remain standing and during a 7-hour working day it is probable that a member of staff would have to be on his or her feet with the iPad for at least 5 of the 7 hours. Respite would only come from lunch and comfort breaks. There may be potential for some staff to get a ‘break’ if they are required to perform counter duties, but that potential would be limited to only a few (lucky) people because the Bank does not want to provide more counter staff than it can get away with.
The reported effects on staff have included fatigue and pain and/or inflammation in the neck, the collarbone and the member of staff’s dominant arm. The long standing times may also affect staff’s backs and legs. The 5-minute break each hour mandated for staff using this type of equipment, which in many branches just doesn’t happen especially during busy periods, is not going to relieve these issues!
The use of an office allowing the member of staff to sit down with a customer is sometimes available but not everywhere, all the time.
Bank Action Needed Now
This is a health and safety problem that’s here now, not one that might occur, and Lloyds should:
- Provide for staff to sit with customers which would give relief from the weight of the iPad and thus remove the need to stand for long periods. It would also alleviate the obvious issues for people with back and other problems.
- Purchase iPad podium stands for all branches that want them. Some larger branches have them already. They would not remove the need for staff to stand but would remove the need to hold the iPad in a contorted position for most of the day.
- Provide for regular workplace assessments to better understand the long-term impact of performing the Triage role in the way in which the Bank requires it to be performed.
And staff need to take Display Screen Equipment (DSE) assessments seriously and ensure they use them to record the issues they face. An assessment allows you to self-evaluate the use of workstations including chairs, desks, monitors and lighting and would include the use of the iPad. That DSE assessment must be completed right away if you encounter any issues.
The Union is going to be sending out its annual survey to branch staff shortly and we’ll ask members for their experiences of the Triage role and using iPads. In the meantime, members with any questions can contact the Union’s Bedford Office on 01234 262868 (Choose Option 1).
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