The Challenge: Balancing Support and Performance Remotely
The employee was working remotely full-time and over time, performance declined, communication became inconsistent, and the business became concerned about the employee’s ability to safely and effectively fulfil their role.
Although the business made efforts to gather updated medical documentation, the responses received were delayed, not specific, and didn’t directly address workplace concerns. This left the business in a difficult position — wanting to support the employee, but needing to ensure they could continue to perform and that the business was meeting its obligations.
Our Solution: A Fair and Structured Approach
Amplify HR guided the business through a sensitive and compliant response plan that included:
- Engaging an external case manager with the qualifications and experience to review complex medical information and assess work capacity and safety.
- Aligning with legal advice by selecting a consultant with the appropriate expertise and judgement to work with external counsel and implement next steps.
- Creating a clear process, including the potential use of an Independent Medical Examination (IME), if required and justifiable.
- Preparing communications that were respectful, supportive, and clear about the business’s expectations and responsibilities.
The Results: Stronger Processes, Protected Culture
Managing performance and health concerns in remote or hybrid work environments can be complex — but with the right structure and support, it’s possible to do it well. Having a fair and legally sound process can support both the individual and the business, helping to avoid disputes and build long-term confidence in handling sensitive issues.
- Long-term value: The business now has clearer internal processes to manage flexible work and health-related concerns, setting them up for smoother handling of future cases.
- Reduced risk: A clear, fair process minimised the chance of legal escalation and ensured all actions were justifiable.
- Faster decision-making: Having a defined framework meant less time lost in confusion or back-and-forth, helping leaders act with confidence
- Strengthened team culture: Proactively addressing the issue helped maintain trust, clarity, and performance expectations across the wider team.
Business Impact
By approaching the situation with structure and care, the business avoided potential legal and cultural pitfalls while building long-term capability to manage similar issues.
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