How to complain to manager

[evedawn]

I started a new job 8 weeks ago. I work in the NHS as a medi' sec and changed jobs as I had a house move. Therefore still a medi' sec' but at a different hospital and different Dept.

I HATE this job. With every ounce of my being. Previous medi- sec' role I loved.

I have been employed in a part time (30 hour) role but have been doing full time hours and more, (some weeks 44 hours) (overtime) simply to keep up. It leaves me a) exhuasted and b) resentful as it is simply expected.

I really want to reduce my hours back to what they should be, (I took a part time job for a reason as I also do all my husbands paperwork from home)

I worry that if I reduce the hours to what they ought to be I will fall behind. IF I fall behind I will be made to look incompetent, ( I truly believe this is what will be said)

I have asked for a meeting with my manager tomorrow...any advice? I want to complain but NOT whinge!!!

FYI also: The previous sec was FULL TIME, the other secs in dept are FULL TIME but because of budgets my role was reduced. But not the role.

The dept is in chaos, things get lost so jobs end up being done more than once...other staff are darn rude, patient care is non existent I have worked in NHS for quite a long while and THIS job is the worst - ever!

Also, things got so bad that 2 weeks ago I went to my GP - he was going to sign me off (I declined) but he did put me on tabs. I don't plan to tell my manager that though - as find it a bit embaressing being on tabs for stress...even though work is a large part of the reason.

[boxtops]

Murray, I agree, in an ideal world - but this is the NHS, cash strapped, we're not allowed to take on new staff at the moment.

[murraymints]

yes Boxy I appreciate that..but I would only do what I am contracted to do ..do not make yourself ill..you are NOT Superwoman !!!

[boxtops]

Easier said than, done, murray, when other people "out there" are depending on the things being done, especially if it's patients. The culture of the NHS is not good in that respect - almost all of us where I work, work far more hours than we should, just to get through what we have to.

[pizza]

Sorry to hear the job has reduced you to tablets it's not right and you need to fight for your rights.
As a medi sec being employed for 30 hrs and doing 44 it's not acceptable !
Like you have said the previous sec was full time and although I understand budgets need to be in place however chaos,things getting lost (lives are at risk)and the non existent patient care is disgusting !
I feel so strongly about your post as I am a senior carer in a nursing home.
As VHG has said you have highlighted the problems, you are new to this place and it is good you are strong,have your eyes open and hopefully the place can improve.
The fact you have a brilliant reference from your last post proves you are right for the job and I believe in fate.
You got this job for a reason! to make a difference and I hope they realise what needs to be done and support you.
Good luck with the interview and re canary's post I too think they need to know about the tabs and how the jobs in the N.H.S are affecting people.
How many people need to have a breakdown before people listen ???
boxtops fantastic advice every company needs you

[evedawn]

Thanks EVERYone for your answers. Each answer has been helpful and you are all helping by being supportive "from afar" . I think I'm ready for tomorrow's meeting and tonight have just finished preparing a list of each problem and a potential solution. I'm under no illusions that the solutions will be put in place (as it is all budgets / money..,the nhs has not a lot of that right now!!!) but at least I can say "I've tried" .

[cathfromsaron]

you have my sympathies! clinics are overloaded and letters take ages to process!

somehow, you need to explain calmly that the workload is too high for 30 hrs ...

[evedawn]

Cath and ... When I started (beg of sept) some of letters for my cobsultant were backed up till JUNE - 4 months!!!! Surely that is glaringly obvious that it is a risk to patient safety!! Especially as there is a high crossover of these patients that need to be referred to oncology...., duh.... This is People's LIVES we are talking about. Backlog now mainly caught up as I
Came in on Saturdays and Sundays for a few weeks. NOT out of martyrdom but simply because i think if it was someone I loved who was waiting I would want someone to go the extra mile .... But now it's mentally exhausted me. All I can say is "thank goodness I have bupa because of my husbands work"

[Gavmacp]

Dear Eve,
I have not read all the posts so forgive me if this has already been suggested but have you approached you union or join a union. They give you a lot of advice and help, if good.
Good luck I know personally how difficult these situations can be.
From someone that waffles do not over talk just say what has to be said.
Much love,
Gavin

[China Doll]

Ola,

I'm NHS admin, you need a work load review, and a proper one at that! I supervise a medical secretary and the role we have her doing is a new role and since I'm the only one that knows the service I've ended up supervising. I have gradually introduced the work to her a bit at a time (she works for three services providing a days cover for two services and and then spending three days a week working for her main consultant). I have my own concerns about the workload so since we've started getting her doing more and more of her role I have been meeting with her weekly to check up how it's going, review the emails she's getting to make sure she's not being dumped on and generally making sure she's doing ok. As far as I'm concerned a problem with her workload would either be a training issue or it's too much, so far she's doing brilliantly but I suspect it will get too much eventually as her main service is very complex. Your manager/supervisor should be keeping an eye on you in the same manner if you raise concerns about your workload.

I get on very well with my manager and she knows that I'm more than happy to let the sh!t and the fan meet if I feel I have a point to prove in terms of workloads not being recognised. Unfortunately in the NHS this occaisionaly has to happen before the powers that be take note which really irritates me, it seems like things have to get to crisis point sometimes before people understand what you've been trying to tell them. The department I'm in now I am quite lucky as they do listen, and they've learnt that when I say there's a problems, there's usually a big bloody problem but the previous deparment, my god, the management were a bunch of morons! Hence why I left them ;o)

Have you thought properly through about what is actually causing you the issues? As in is it the letters turn around time? A phone that doesn't stop ringing? Constant fire fighting, and is so, what's causing this surge of problems? And also, what you think can be done to solve some of the problems. You know how it works, go in there with a list of issues and some suggestions of how they might be fixed rather than just a list of issues. Document your meeting and what is said, if your manager has any sense they'll do it anyway, (I do so that if my secs workload proves too much, I can demonstrate it's been regularly monitored and revised).

[evedawn]

Gavin ... Thanks for good advice. Yup I belong to a union but have not yet approached them as want to give employer a chance to respond first. I merely want (a) for my stress to be reduced and (b) patient safety maintained if I reduce my hours to what they should be. I do not want to cause problems for the trust ... But will approach my union if things turned nasty. So far things haven't .... But we will see after tomo meeting. I note u say uv had experience in such things? I do hope it turned out ok for you in the end? Did it?

[237SJ]

The trouble with bending over backwards to accommodate the workload/problems at work is that you mask the problem. In my work (not NHS) I only nowadays do so much to make up for shortfalls. There comes a time when you have to say No, let people write in to the company and complain because if they don`t, the company won`t know there`s a problem. You are contracted to work 30 hours per week. If you have a workload that you can`t fulfill at 30 hours a week then it`s someone`s job to sort that out and that`s what they`re paid for. It`s them that`s not doing their job (budgets or no budgets). Good luck though.

[Gavmacp]

All I will say was it was an experience I do not wish to repeat.

[evedawn]

Thanks china. A workload review is what I'm after. I've made a list of concers and potential solutions. I find my manager approachable so far but this is the first "official" meeting I requested , ( I did have an unofficial chat after week ONE about my concerns) as said manager appears approachable .... But possibly ineffectual ... I plan to summarise the meeting to him by email afterwards.

[evedawn]

Gavin - that sounds horrible. It's cr*p as sometimes work life is so .... UNJUST!!!

[Gavmacp]

And summarise his strategies to resolve these issues.

[evedawn]

You are right of course 237SJ - but I still five it hard to say "no" . I take it like a personal failure (even tho I know it's not) that I can't do it in 30hrs. That's part of why I am struggling mentally and on tabs ....I hate to "fail/let people down". I'm now thinking of leaving the nhs....

[China Doll]

Hmmmmm... It could be that they're just not entirely aware of all the issues (my manager is great but she had no idea how much one of the services I run had grown over the last year, she's had a short sharp shock and will now be shadowing my medical secretary for a morning to learn all the processes!) I know it sounds silly to say that but sometimes they're just not, it has to be ingrained in them, have you got any example letters for the oncology style ones (like a delayed referral, that would be good) where you can show that it would effect patient care severely?

Also, the previous person could have been stressed out by the work but also incompetent (which is why they were so stressed), the two are not mutually exclusive, so you coming in and being all competent and showing the problems as they are in a sensible fashion with suggestions might be just the thing they need. It sounds like you're enthusiastic for change and that is a great thing and your manager should recognise and use that part of your character. Hopefully the meeting will go will go well but give yourself a set timeline so that if things have not improved by then, put it down to a bad job and get yourself out. Sometimes there is literally no changing some departments and it is not worth your health. Two very good friends of mine (one who is pretty much the best PA I ever met) stuck it out in the department where I said the managers were morons, after being treated extremely shabily one ended up raising two grievances, got as stressed as you requiring meds and left; I am attending the early retirement of the other one on Friday. It was actually quite shocking how they were both treated.

[237SJ]

I know what you mean. I don`t like to say no to customers but I don`t mind saying no to the company. You are not a personal failure. There is only so much a person can do. If you can`t clear your workload in 30 hours per week then someone hasn`t thought the workload versus time available situation. You are not failing or letting people down.

[China Doll]

Quite right 23S7J.

[evedawn]

China - what are the steps / process' involved in a workload review? What tasks does the review require? Who fies what? How often is review monitored/implemented ? I'd like to be able to comprehensively suggests these steps (if manager doesn't)