Demanding people

 Well, well so much for me thinking it was a dead duck...

The change proposal is moving forward at a rapid rate. My line managers are without a job from 25 February.

Lovely, but what this means for those of us in charge of departments is a whole load more admin/managerial work and far less clinical work.  We're struggling with the overflow of referrals as it is. Our waitlist is currently standing at just under 400. We accept 150 referrals per month (just as many declined) reaching a staggering 1,800 studies per year that need to be done. As fast as we are studying patients and getting them off the waitlist, more are being added from the newly accepted referrals.

We can study every single one of them within a couple of months, but the problem is the bottle neck with follow up.

70% of them will need treatment. As our patients remain with us indefinitely once on treatment, this is unsustainable for such a small department (2 part time receptionists, 1 health assistant, 5 physiologists and me).

It's been a long time in the making, from the first idea that popped into my head 3 years ago, discussions and decisions, then the two year process of action, putting out a tender, evaluations and meetings (Covid stunting the process somewhat), we have finally signed the contract and appointed a private supplier of consumables for our patients. The DHB funds any replacement parts that patients need but instead of us dealing with this, the supplier will.

This will take a huge weight off our shoulders so we can concentrate on those new patients needing help.

But bloody hell has there been some teething problems! Yikes! 

Deep breaths several million times a day since 1 December.

Every blimming patient handed over so far (a small handful of 5,000 - we planned on starting with a small amount first) has either been phoning us or the supplier overwhelming our systems beyond anything we ever thought possible. The supplier has employed some temporary staff to help cope, but the Sleep Clinic doesn't have that luxury. So not only do we have to cope with all the studies, treating new people, troubleshooting and following them up, we also have the added "luxury" of 5,000 anxious patients demanding to be seen who all appear to be suffering from separation anxiety! I've spent most of the last three weeks sifting out those that have genuine issues and need appointments from those freaking out about nothing.

The demand is so unexpected that the supplier ran out of stock in the first week!

To top it all the supplier employed some newbies who know nothing about sleep or its equipment. Not only are these newbies learning about this and the supplier's system (something new they had to create especially for us and our patients). So we are mentoring them too.

We have weekly zoom meetings to iron out the difficulties. During several of them the newly employed customer service person often had to leave the meeting as patients were banging on the doors demanding attention. That sounds like our patients! 

I don't think patients realise how very lucky they are to receive the free replacements that they do. They take it for granted and expect 7 star service all the time. I keep telling my staff that we are not an acute service. A couple of nights without their mask or machine will not jeopardise their health. 

And yet many of our patients expect to be able to contact one of us 24/7 and be able to collect replacements at any time day or night. This despite many years of trying to educate them. They quote "it's my right" to us because in their head they pay taxes (even those on benefits) and therefore it is their right. A sense of entitlement. I have to say that it's not all patients but a large number who make it very difficult. Same as anywhere I suppose. Customer service is not for the faint of heart.

I read an interesting article in the news about soldiers guarding isolation hotels needing psyche help after all the abuse they received. HAHA - what really? Try working in healthcare mate, then you'll know about abuse! I thought the UK was bad but healthcare in NZ...takes the cake with the cherry on top, champagne and sprinkles.

This year has been exhausting any way and the current overload now Christmas time when many of us have holidays booked, is just crazy.

I have to give a big shout out to all the staff. They have been amazing.

I dread the handing over the next lot. We're gonna give it a few months to calm down and the handover will be less patients so hopefully more manageable for all.

We'll get there eventually - I keep the vision in my head.