ACT Health’s Digital Solutions Division survey reveals horror story

A survey of ACT Health’s Digital Solutions Division (DSD), released as a result of the Ombudsman overturning an ACTHD FOI decision, reveals an absolute horror story.

Shadow Health Minister Leanne Castley said survey findings and negative feedback, which was until now was redacted, tell a story of individuals whose commitment and passion for their job has been dashed by a dysfunctional workplace culture.

“This is a familiar story in the ACT public health system, but with DSD, even though there is much that is good, what’s bad is harrowing,” Ms Castley said.

“The survey found clear, consistent concerns about communication, workload, planning, organisational structure, people and performance management, induction, training, morale and adherence to employer/employee obligations.

“There were criticisms about poor project planning, last-minute changes, poor people management, unfair recruitment practices, lack of trust in leadership and a culture of humiliation and intimidation.

“There were consistent complaints about unrealistic and unsustainable management expectations impacting work quality and staff health and wellbeing, of staff burning out and at breaking point and being treated poorly.

“There was feedback about many instances of staff in tears, many outbursts by analysts, intolerance of mistakes, staff reporting nightmares before meetings, worrying about the choice of every word, and ‘acting out’ due to the stress.

“The Health Minister should now heed the Ombudsman’s view that this frank feedback could have a positive effect on future engagement, if the issues raised are acted upon, rather than being swept under the carpet,”

Ms Castley said the survey also showed the impact the dysfunctional DSD workplace had on the roll-out of the Digital Health Record (DHR).

“There was a common perception that the workload relating to rolling out the DHR was too high and the impact on people unacceptable, and some staff voiced concern that workloads would not reduce to a reasonable BAU.

“There was feedback about the unsustainable pressure from DHR increasing risk of mental health problems and burn out.

“Comments also included no access to needed systems, no analysis of clinical behaviour to inform new systems, poor approaches to getting information and dealing with a lot of changes to records management systems all at once.”

“There was a strong perception that the recruitment process for transition to ‘post DHR roll-out’ had created anxiety, fear and mistrust, with staff worrying about their futures and the fairness of processes to fill positions.

“Contrary to the Health Minister’s spin, the picture of DHR which emerges from this survey is of a chaotically managed project, where there has been poor communication and a divide between staff and the executive.”

Ms Castley said she had referred this staff survey to Auditor General, who is currently contemplating an audit into the DHR.

“The argument for an audit of the DHR rollout is now undisputable,” Ms Castley concluded.