GPs have warned that the extent of verbal abuse directed at them and their practice staff ‘is increasing’, with the majority reporting that things are worse now than during the height of the Covid pandemic.
A UK-wide survey of more than 2,000 doctors – of which 617 were GPs – found that 85% of GPs have reported receiving verbal abuse from patients within the last 12 months.
The research conducted by Medical and Dental Defence Union of Scotland (MDDUS) also found that 15% of GPs reporting verbal abuse said they ‘had to resort to involving the police’ to deal with abusive patient situations over the past year.
And 58% of GPs said that things were ‘worse’ or ‘much worse’ now when asked to compare the extent of abuse from patients during the cost of living crisis to the pandemic.
In the survey, GPs identified key triggers such as ‘lack of access to a face-to-face consultation’ and ‘complaints about their quality of care’ as the factors that could escalate to verbal abuse.
Four out of five of GPs told MDDUS about the ‘detrimental impact of media and political discourse’ on the NHS and said that this ‘has worsened their efforts to manage patient expectations’.
One GP who responded to the survey said: ‘During a consultation with a young adult, they got very irate and demanded I just give them what they came for.
‘I explained they had to calm down and we would only proceed then at which they called me an ugly, fat, c**t and threatened to smash my face in. That consultation stayed with me for quite a while after that.’
A GP told MDDUS that they are ‘shouted at so often by patients’ they have ‘started automatically apologising if anyone raises their voice’ and that they are sure they are ‘going to get hit by a patient one day’.
Another said: ‘A patient smashed the surgery front door (it needed replacing) because he didn’t get what he wanted when he wanted it.
‘This was very scary for staff and other patients and the police didn’t even come until the next day. I felt alone, defensive and wondered why we bother to try to provide a service when some patients have already decided it isn’t good enough for them.’
Dr John Holden, chief medical officer at MDDUS and a former GP, said that GPs ‘shouldn’t bear the brunt’ of frustrations caused by systemic issues.
He said: ‘Our findings show that all too often GPs find themselves on the sharp end of patients’ frustrations about a health service that doesn’t appear to live up to their expectations. Nobody should go to work fearing verbal abuse or physical violence – especially those who dedicate their working lives to caring for others.
‘GPs are often grappling with the dual challenge of a shortage of doctors and the weight of unrealistic patient expectations.
‘It’s crucial that policymakers up and down the UK recognise that there is a clear connection between adequate funding and support for primary care services and health professionals, and patient safety.’
A Pulse investigation into GP abuse earlier this year found that there was a 16% rise in crimes involving violence at GP surgeries since 2019, after a drop in incidents during the pandemic.
Crimes involving public order offences and harassment went up by 15% and 61% respectively, while those associated with race or religion, such as assault or inciting fear increased by 100%.
Last month, a GP practice in Stoke-on-Trent had to call the police after a member of staff was threatened with a knife.
And a GP practice in York appealed directly to patients after its staff members received multiple death threats.
The survey results
The opinion pollster Survation questioned 2069 members of the Medical and Dental Defence Union of Scotland (MDDUS), a medical defence organisation that represents health professionals across the UK.
Of those who responded:
- 617 were GPs
- 85% of all UK GPs said that they or their team had experienced verbal abuse from patients in the last 12 months.
- Of those who had experience verbal abuse, 15% of GPs reporting verbal abuse said they have had to call the police to deal with an abusive patient in the last 12 months.
- 58% of all UK GPs said that things were ‘worse’ or ‘much worse’ now when asked to compare the extent of abuse from patients during the cost of living crisis to the pandemic.
They’re lucky———-In my Practice it’s ten in ten
hardly surprising when patients have been told for years (by Government) that they can, and should, expect whatever they want, whenever they want! Amazon Prime people. Don’t forget the GMC domains now also say we have to treat the patients with kindness. Shame we cannot have a reciprocal arrangement…
9 out of 10 is staggering number. In 35 years in general practice and 5 years in hospitals I can count only 2 episodes. One was my desire to get patient back to work and another to refuse to prescribe opioid. I am lucky.
why present the stats in such a negative way, excluding 1 out of 10 from undoubtedly useful and constructive real life feedback experiences?
a more inclusive approach would be to count incidences of abuse, not just how many GPs were effected, then we may find that it’s 20 or 30 out 10 have had the experience, which is a much more exciting and positive way to look at patient’s contribution to quality improvement in GP land.
The headline is misleading, as the 9 in 10 are GPs “and their staff”.
Receptionists in the thankless position of dealing with an ever more demanding public whilst having little to offer them are subjected to regular verbal abuse.
This is sadly inevitable given increasing demand on a shrinking service.
What matters more is how GPs and their managers react to such abusers.
Some roll over and try to placate the patient to head off a complaint, which only emboldens the perpetrators to repeatedly offend.
Others will listen back to recordings, then stand up to the abuser and warn them (in writing) that a repeat performance will result in their expulsion from The List. Most will comply, whilst the few who continue to harass receptionists will be forced out.
Many receptionists find the “Zero Tolerance” guff a sick joke as they witness abusive patients rewarded for their appalling behaviour.
As a profession we need to stand up to the bullies, protect our staff, accept the slings and arrows of outrageous resulting complaints, and keep the abusers in check.
Sign-over £200-£250 first, for a 15min consultation. If you’re unhappy with it, you don’t need to come again! Same contract as you have with everyone else!