The efficacy and feasibility of incorporating a standing workstation for perceived low back pain and disability, among call centre workers : a pilot single case study

[摘要] ENGLISH SUMMARY : Introduction: Despite evidence supporting the use of standing workstations in offices the effect of standing in a call centre on work-related low back pain (WR-LBP) is unknown. It is also not known if it is feasible to introduce standing workstations into call centres. The aim of this pilot study was to ascertain the efficacy of a standing workstation on WR-LBP and related disability amongst call centre workers and to further explore the feasibility of a standing workstation in a call centre environment.Methods: The study was conducted at a national corporate call centre in South Africa. The study incorporated an n=1 (A-B-A-B) single case study design. Ethical approval was obtained from Stellenbosch University's Health Research Ethics committee (Reference: S17/04/083). Approval to conduct the study at the selected company was obtained from management. Invitations to participate in the study was done internally by management, and a potential candidate was screened and recruited by the researchers. One call centre agent, his direct manager and five of his surrounding colleagues were invited to participate in the study. Written informed consent was obtained from all participants prior to commencement of the study. Data collection was done over five weeks, i.e. alternating weeks of sitting and standing with a one-week accommodation period. The participant's company-issued workstation was swopped during the standing weeks to accommodate the standing workstation. The participant was asked to complete the Numeric Pain Rating Scale (NPRS) and Oswestry Disability Index (ODI) questionnaires relating to his back pain and symptoms over the past week. Specifically designed open- and closed ended questionnaires for the participant, colleagues and the participant's manager was used to collect data regarding the feasibility of implementing standing workstations in a call centre.Results: Prior to data capturing the participant spent his workday seated. During testing the participant spent 66% of the workday standing. The rest of the time was spent perch sitting, i.e. half-sitting. In the sitting weeks an increase in ODI and NPRS scores were noted indicative of discomfort due to the inability to change posture. In the standing weeks a decrease in these scores were noted. The standing posture thus appears to have had a positive effect on the participant's overall disability.Conclusion: In conclusion, though the study design may have been lacking rigour it served as a good vehicle to explore the efficacy and feasibility of introducing a standing workstation into traditional call centres. Though the findings cannot be generalised to all call centres it does provide insight to the daily work-life of a call centre agent and how the change of a workstation affected his daily routine. The findings showed a reduction in disability and WR-LBP in a call centre agent as well as a reduction in sedentary time and adoption of standing as a viable work posture. Furthermore, it provided positive feedback on the feasibility of standing workstations in call centres. Further research should focus on larger samples and a wider population and perhaps on different workstation setups as well as other musculoskeletal disorders.

[发布机构] Stellenbosch University