22 July 2024 by Pascalinah Kabi

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At the Queen Mamohato Memorial Hospital (QMMH), a significant challenge has been identified: an issue with staff attitudes that affects patient care. Acting Managing Director Moleboheng Sello-Tau has acknowledged the problem and is committed to addressing it head-on.

In a candid statement, Sello-Tau explained, “We are dealing with an attitude problem because our service delivery charter says immediately, which means less than stated minutes, after arrival at the hospital, the reaffirmation that ‘sit there, we are going to assist you,’ is lacking.”

Recognising the critical impact of staff attitudes on patient experiences, Sello-Tau said the hospital has launched a comprehensive quality improvement project. This initiative aims to enhance the overall service delivery and ensure that every patient receives prompt and compassionate care.

Sello-Tau emphasised, “We have embarked on a quality improvement project with the department because we have realised that this issue of a (bad) attitude, even if we would like to dodge it, remains a fact.”

The admission of bad staff attitudes was made during a July 12 2024 visit by the parliamentary portfolio committee on Social Cluster. It was also during this visit that the hospital revealed that it was grappling with 145 vacancies, with the nursing department leading the count with 61 vacant positions, including four oncology nurses. The doctor’s department follows with 16 vacancies, notably including 12 super specialists.

QMMH’s Acting Deputy Managing Director of Human Capital, Planning, and Contracts, Thenjiwe Dlangamandla, provided an in-depth briefing on the current staffing situation during the Social Cluster Portfolio Committee’s visit to the hospital on July 12, 2024.

Another worrying factor is that all five managerial positions are filled by acting personnel because the Ministry of Health’s Principal Secretary, ‘Maneo Moliehi Ntene, has yet to fill the positions.

Sello-Tau told the Social Cluster that all acting personnel were told to submit their education certificates to Council of Higher Education (CHE) for verification in December 2023.

“We did that and while we were following up with CHE on the verification process, CHE told us that we have paid for verification and the PS is looking for something else. We stood our grounds and indicated that we were told to pay for verification, not evaluation,” Sello-Tau explained.

She added: “It became an impasse. I recently went to the CHE for a follow-up because if we do not have those letters or verification from the CHE, we will continue to act in these positions.”

She mentioned that the CHE has concluded the process, and their evaluation certificates are available, but they cannot be released because the communication has been elevated to the level of the CHE Director and Ntene.

Meanwhile, Dlangamandla explained the staff shortages in detail:  

Doctors – 16 vacancies

We have one established clinical manager position, one filled. Deputy clinical manager position one established, one filled. Super specialists, 13 established, one filled and that means there are 12 vacancies. Senior dentists, four established, two filled, two vacant. Dental therapists, three established, two filled, one vacant. Dental assistant, seven established, six filled, one vacant. Dental technician, one established, one filled, no vacancy.

Laboratory – Nine vacancies

One laboratory manager position established, and one filled. Deputy laboratory manager one established and one filled. Laboratory technician, 16 established, nine filled and seven vacant. Phlebotomy, three established, two filled and one vacant. Data capture clerk, eight established, seven filled and one vacant.

Allied Professionals – Eight vacancies

Principal physiotherapist one established, one filled. Principal occupational therapist one established, one filled. Senior occupational therapist two established, two filled. Senior physiotherapist one established, one filled. Clinical audiologist, two established, two vacant. Clinical psychologist, one established, one vacant. Psychologist one established, one vacant.

Senior social worker, one established, one filled. Professional counsellor, three established, two filled and one vacancy. Social worker, three established, three filled, non-vacant. Basic counsellor, three established, three filled. Paramedic, four established, three filled (one vacancy). Physiotherapist one established, one filled. Dietician, one established and its vacant. Medicinist two established, one filled, one vacant.

Pharmacy – Five vacancies

Pharmacy manager one established, one filled. Deputy pharmacy manager one established, one filled. Senior pharmacist, one established, one filled. Pharmacists, nine established, nine filled. Pharmacy technician 18 established, 17 filled (one vacant). Stock controller, two established, two filled. Storeman pharmacy one established, one filled. Tablet parker two established, two filled. Pharmacy delivery clerk, two established, two filled. Pharmacy casher four established, four filled. Billings manager, one established, one filled. Ward clerk supervisor, two established, two filled. Ward clerk, 36 established, 32 filled and four vacant.

Nursing – 61 vacancies

Manager nursing services, two established, two filled. Coordinator departmental nursing, two established, two filled. Quality and risk manager, one established, one filled. Night nursing manager four established, four filled. Unit manager 16 established, 11 filled (five vacancies). Theatre nurse, six established, two filled, four vacancies. Ophthalmic nurse, 12 established, 12 filled, no vacancy. Oncology nurse, four established, none filled, all are vacant.

Trauma nurse, four established, one filled (three vacant). Paediatric nurse, four established, one filled. Occupational health nurse, one established, one filled. Infection control and prevention nurse, two established, one filled and one vacancy. Preceptor, two established, two filled. Nursing officer, 20 established, 13 filled, seven vacant. Registered nurse, 368 filled (established), 356 filled, 12 vacant. Scope attendant, two established, one vacant. Nursing assistant, 91 established, 83 filled, eight vacant. Ward attendant, 148 established, 135 established (filled), 13 vacant.

Procurement – Two vacancies

Procurement manager, one established, one filled. Assistant procurement manager, one established, one filled. Senior procurement officer, one established and not filled. Procurement officer, three established, two filled and one vacant. Stores Assistant, two established, two filled.

Reception – Three vacancies

Reception manager, one established, not filled, one vacancy. Reception supervisor, one established, one filled. Medical records clerk, five established, five filled, no vacancies. Receptionists, 16 established, 16 filled. Cashier, 11 established, 11 filled. Switchboard operator, four established, four filled. Porter, 11 established, nine filled, two vacancies.

Laundry – Five vacancies

Laundry manager, one established, one filled. Laundry supervisor, two established, two filled. Laundry team leader, two established, two filled. Seamstress, one established, one filled. Laundry assistant, 27 established, 22 filled, five vacancies. Gardening – Four vacancies Gardeners, ten established, six filled.

Hands-On – Four vacancies

Hands-on manager, one established, no filled. Hands-on supervisor, two established, one filled. Hands-on liaison officer, four established, two filled.

Finance – Four vacancies

Director finance, one established, not filled. Finance manager, two established, one filled, one vacancy. Accountant, two established, one filled, one vacancy. Finance officer, two established, one filled, one vacancy. Assistant accountant, one established, one filled. Accountants clerk, two established, two filled, no vacancy.

Technical Services – Two vacancies

Technical services manager, biomedical, one established, one filled. Clinical engineering assistant, two established, one filled, one vacant. Technician assistant, one established, one filled. Senior technical clerk, one established, one filled. Technical services manager, maintenance site, one established, one filled.

Mechanical supervisor, one established, one filled. Electrical supervisor, one established, one filled. Mechanical artisan, two established, two filled. Electrical artisan, four established, four filled. Civil artisan, one established, one filled. H Fag Technician, two established, one vacant, one filled. Plumber, two established, two filled. Carpenter, one established, one filled. Painter, one established, one filled. Senior technical clerk on the maintenance side, one established, one filled. Storeman technical, one established, one filled. Technical clerk, one established, one filled.

Information and Communication (IT) – No vacancies

IT specialist, one established, one filled. IT officer, two established, two filled. Legal – No vacancies Director legal, one established, one filled. Legal officer, one established, one filled.

Catering – Nine vacancies

Catering manager, one established, one filled. Catering supervisor, four established, four filled. Chef, eight established, six filled, two vacant. Food services assistant, 16 established, 13 filled, three vacant. Ward hostess, 30 established, 26 filled, four vacant. Storeman, two established, two filled. Store supervisor, one established, one filled.

Cleaning – Nine vacancies

Cleaning manager, one established, one filled. Cleaning supervisor, nine established, eight filled, one vacant. General assistant, 140 established, 132 filled, eight vacant.

Administration – Four vacancies

Payroll manager, one established, one filled. Director administration, one established, one filled. Administration manager, two established, one filled, one vacancy. Administration officer, one established, one filled. Assistant administration officer, one established, one filled. Mortuary officer, one established, one filled. Mortuary assistance, one established, one filled. Driver, 14 established, eleven filled, three vacancies.

Human Resources – No vacancies

Human resources manager, one established, one filled. Human resources officer, three established, three filled. Human resource assistant, one established, one filled. Human resources clerk, one established, one filled.

Executive Positions – Five Acting Positions

General managing director, one established, not filled. I must read out that they are all in acting status. General managing director, deputy managing director nursing services, deputy managing director clinical services, deputy managing director human capital and planning and deputy managing director administration and support services.