The North Central Regional Health Authority has moved decisively to reform its Patient Escort and Hospital Attendant Services after inheriting an unacceptable breakdown in recruitment standards, accountability, discipline and management oversight under the previous administration.
What the current administration encountered was not simply a department facing routine operational challenges, but an entrenched culture of indiscipline and non-performance, compounded by reports of gangsterism, intimidation and alleged gang affiliation, alongside widespread absenteeism, late-coming and disobedience. These conditions had been allowed to fester, with direct consequences for patients and healthcare professionals.
With over four hundred (400) employees across Patient Escort and Hospital Attendant Services, a comprehensive internal review identified:
• Reports and allegations of bullying, intimidation, extortion, threats and alleged gang affiliation;
• Daily absenteeism reportedly ranging between 30 and 50 per cent;
• Persistent late-coming and departure before the completion of shifts;
• Disobedience of legitimate instructions and, in some instances, refusal to transport patients;
• Frequent delays in patient transfers and
• Serious deficiencies in recruitment, screening and compliance with established employment requirements.
Of particular concern, a significant proportion of personnel had been hired without satisfying the stipulated qualifications for their positions and/or without providing required documentation, including Police Certificates of Good Character. Among one group of 69 employees reviewed, only five had submitted the required certificate. These findings raise serious questions about the recruitment, screening and hiring practices that existed prior.
The consequences were felt directly by patients. Refusal or excessive delays in transporting patients affected movement between wards, diagnostic services and other clinical areas and contributed, in some instances, to delays in ambulance operations. These problems persisted despite the provision of additional wheelchairs, ambulances and other resources, the absence of which had previously been cited among the reasons for delays.
The current Chairman, Board of Directors, Chief Executive Officer and Executive Management have moved swiftly to restore discipline, accountability and professionalism through strengthened supervision, continuous training, proper rostering, closer monitoring of attendance and greater management oversight.
Several disciplinary matters are currently under investigation, with appropriate action being pursued in accordance with established procedures as the Authority moves to restore discipline and accountability within the service.
These interventions are already producing results. Attendance has improved significantly, while the time taken to transport patients from one area of the hospital to another has been drastically reduced. Greater order, stability and a sense of peace have also been restored within the department.
The Authority recognises the many Patient Escorts and Attendants who continue to perform their duties professionally and provide invaluable support to patients and healthcare professionals.
However, the NCRHA is unequivocal: there is no place within the public healthcare system for gangsterism, intimidation, bullying, extortion or behaviour that threatens employees, compromises patients or interferes with the delivery of healthcare. Serious allegations are being investigated in accordance with established procedures and, where wrongdoing is established, decisive action will be taken.
The current administration inherited these problems; it did not create them.
It will not allow them to continue.