NHS Admin Role - Overwhelmed

[Riddlediddle]

Not really sure why I'm writing this post -probably just to vent and try and get all of my thoughts out before bed so I can hopefully get some sleep. I'm NHS Admin and I'm just completely overwhelmed by the workload. We are literally drowning in work and everyday the backlog is getting worse and worse. Currently we are only 2 Admin staff supporting a team of 28 Clinicians and a client base of over 6000 patients. Wait times are now so long that all day we are dealing with highly abusive phonecalls from (understandably) upset and frustrated patients demanding to be seen. The inbox to our service is receiving over 300 emails per day so there are currently over 1500 unread emails that I have no hope of getting through and by the end of tomorrow that unread number will have gone up even more. I still have dictation from October to sort, five massive piles of letters as high as me to be written to GPs and other healthcare parties that date back to June, I could go on and on about the backlog of work but basically everyday at work is like hell. I'm constantly stressed and anxious and could just cry with the stress I'm under. I have no time for any kind of personal development as I haven't even got time to do the basic job requirements. We constantly tell management who sympathise and say we should have at least 4 more full time admin for a service with our demand but unfortunately we don't have funding for that and never will. I want to leave (and need to leave for my own sanity) but as this is my first NHS admin role I don't want to jump out of the frying pan into the fire - is this just typical of all NHS admin roles? Is leaving the NHS altogether the only way out of this hell? I've since found out the 2 women who worked in this team before us both had long periods of time off with severe stress and anxiety and both ended up leaving so this has been going on for years and there are absolutely no signs of hope that this will ever change for the better.

Or contact the head of HR

It's a horrid situation for you to be in, but there's not an easy answer.

I think you either need to say something - and I mean really kick up a fuss or leave. Either way the clinicians have to sit up and listen and hopefully do anything as it's clear their service is on the verge of collapse and could potentially be unsafe.

The rheumatology team I see is falling apart. The consultant said they can't meet NICE protocols etc as they are running on 1/4 admin and nursing staff as the MAJORITY are off on long term sick leave.

It's not getting better and it's not fair to expect admin staff to take the brunt of patient dissatisfaction. Maybe they shouldn't be phoning to complain or try to get an appointment but It's very understandable as it's probably the only thing they can actively do whilst being scared that not being seen will impact their chance of ultimately living.

@bowlingalleyblues

I would leave the phones turned off, first of all. You can’t provide the level of service the senior person has promised with 2 people. Then I would assess how many weeks backlog there is and start working from oldest to newest in each category. Tell management how many weeks backlog there is in each task. I’d also put an out of office/voicemail on so patients are aware of the backlog, how many weeks backlog there is and include there the PALS details and the senior persons details for any complaints/concerns. With the email if you can at least read and tag as urgent, non-urgent or something then you could work through the urgent backlog at a faster rate. Take breaks. I’m sure it will be difficult to do because you take pride in your work, but that’s the only way you can manage the backlog without more resources.

Definitely recommend everything in this post.

A service level agreement only applies when there is a full quota of staff.

Stop answering the phones and start with the backlog in reverse date order.

I dont know your financial circumstances so leaving your job might not be an option but that is my first thought - from what you describe the problems run too deep for things to get better anytime soon. Do you have specific responsibilities that could come back to you if not properly managed and addressed properly - I do not work for the NHS but I am thinking updating clinical notes rather than answering calls. If so, do this first before the general work. I think you need to prioritise. With regard to the irate phonecalls from patients - I thought you would have a system to shield you from this e.g refusing to continue the call. Again, I have no experience but my example would be my local council where if you even begin to sound aggravated (yes, I admit to this as I battle to get my Autistic son support). the phonecall is quickly curtailed with 'I am no longer continuing with this converstation' - which is understandable and shields the person/gatekeeper at the end of the call.

It doesn't sound like it is going to get any better soon if staff before you have left due to the volume of work and stress. Management know the volume of work is unmanageable and this is backed up as you say by the PALS team data.
I would advise yourself and your colleague formally request a meeting with your Line Manager, HR and union if you have one. List your concerns and give examples of what you deal with on a daily basis. If possible, get comparators from other areas of the hospital- are they better staffed than you? Ask for a stress risk assessment to be carried out and ensure that any recommendations are followed.
Finally, don't make a broken system work-have your breaks, tell yourself you can only do so much you can do in any given day. I'm not sure anyone really appreciates the additional effort (and your sleepless nights and anxiety levels) so look after yourself. I learned this from bitter experience a few years ago when it got to the point of picking up my things and putting my coat on before anyone took me seriously after months and months of serious work pressure and carrying the work of posts which management weren't recruiting for. I just snapped. It did get better eventually but you know what they say about willing horses.....
Good luck

Are there roles that are bank admin NHS roles that can be done from home?

I would write to your MP and then leave.
Stating that you tried to tell everyone and you asked for help and nothing was done.

You can’t change the situation but you can change your attitude to it. You’ve flagged the concern, you work the hardest you can, then you sit back and say “I’ve done what I can” That’s it. It’s not your fault so you need to step back and let the rest wash over you. There is no point stressing over something that isn’t in your power to change.

The Senior Board are well aware as I have minuted meetings where it has been discussed but due to a significant overspend they will not employ anymore admin. We are on the risk register due to the high level of risk involved which is the highest flag level possible for the situation. I will definatelt leave but financially I need another job to move to. I just don't want to jump out of the frying pan and into the fire so to speak if this is how it will be in other teams too.

I think you are saying that you have done all you can and are accepting that things will not change. Therefore you need another job. I wouldn't assume that all departments will be the same as other posters have confirmed - look for a move or a job outside the NHS.

In that case OP, leave them to it it won't be the same everywhere and you can ask pertinent questions at interview to make sure that you don't end up in a similar role again.

@Riddlediddle do you work near any universities?

Commiserations OP. My NHS admin team colleagues are hugely under resourced and as a result over worked. We have a collection of new managers who simply do not understand the requirements of the various roles and the work required so their assumptions are so far out it is causing HUGE issues that will soon come to light. We cannot get any bank staff to work with our division…

@Riddlediddle if you do, look at jobs on their websites, many professional service teams need good admin staff.

Yes I'm hoping for something maybe at a CCG as there isn't the same client contact. Those jobs are quite hard to come by though by the looks of it

I work in the private sector which can also be ridiculously resourced and I have had a year of hell as understaffed. We are getting a new person in January and if I can't push work to them I will be leaving. There is a shortage of office support staff around, you do not need to kill yourself in your job. Report it to the Union and your manager in writing and update your CV and profile on Linked In. The NHS has been oversubscribed for years we all know why but the problem is hard to solve. There are lots of highly paid management and consultants and they need more foot soldiers. It is an honourable profession but it is not worth damaging your health for.

if (the patients) knew what a shambles it was behind the scenes they would be absolutely shocked and appalled.

Because of my elderly patients I've been dealing with the NHS for the past 10-15 years. Trust me, no one who's been in my position is shocked by what you're saying. The doctors can do marvellous things, the nurses are kind but the admin is an absolute nightmare and not fit for purpose. And hasn't been for years.

Just a practical tip but is the inbox well managed - when things get so busy often the same person will repeatedly email, when responding to someone make sure you sort by name so you can se if it’s a repeat so you can then delete/file previous identical requests.

Also have an out of office message set up managing expectations about response times and signposting any other useful info.

I feel your paid. NHS admin too. I've been doing it for 31 years and never known a year like 2021.

@RuthW that's a shame. I assume due to covid? We are mental health service and the impact covid has had on people's mental health is terrifying. I think this will go on for years too

You need to take each thing at a time. There's no point missing your lunch for it, you're just slowing yourself down. You can only do what you can do.

Take your lunch break!

I hear what you are saying about breaks but its easier said that done as we are also managing a constant flow of patients coming in and out too. Mix in all of the other work we do and breaks just don't happen

Your post is giving me anxiety just reading it. As you say nothing will change, you have to leave. Spend every free minute you have job hunting and applying, or just leave and join an agency. Once you've secured something your stress levels will immediately decrease as you just won't care anymore.