It could be suggested that, nowadays, those of us who work in the service industry (AKA the front line) are getting a tough time from the public, those who hold our contracts and those who are their paymasters – i.e., those who work at the Department of Health and Social Care.

Statistics highlight that we’re receiving more abuse than ever before; we’re being bombarded by chips from many a patient’s shoulder and flack is being flung from many a soapbox. It feels like we actually need to take cover!

Whilst we seem to be the whipping boys and girls in general practice, we’re not alone as this is the same for…

• The hotel receptionist who’s getting grief because the pillow wasn’t fluffy enough
• The waiter who’s being berated because the wine list is too short
• The company that’s being slated because the new sofa is stuck in a container at Felixstowe

Whilst the above are simply examples, I bet each one is true and we in primary care can empathise with anyone who’s receiving excessive and vitriolic abuse just now.

Brace, brace, brace… incoming!

I’m sure we’d all agree that there seems to be an outright war on GP surgeries. Practically every practice is observing a surge in abuse, proven by the various polls that have been running. The excellent and hard-hitting YouTube clip from Intelligent Health states that this situation has worsened over the past year. Just look at the poor Florence House team in Manchester where recently a GP was seriously injured, as were three other members of the practice staff. Whilst this is an exceptional case of aggression, there are many cases every day. Another case that stands out is the East London practice where staff were unable to go home one evening due to some lovely ex-patient kicking off outside.

It wasn’t too long ago that clinicians, and very often managers, never understood how a patient could be deemed to be a tyrant by the reception team. We in the back offices never experienced this, yet the poor receptionists have been in a skirmish for years with the general public. Now it seems to be trendy to verbally attack anyone in general practice.

Is there no end to it all?

If the abusive behaviour continues, can we survive as functioning organisations and do we now need security staff to manage the aggressors? As an organisation, we’re currently working harder, faster, longer hours and with fewer staff members due to many throwing in the towel saying that it’s simply too much. Furthermore, many are taking early retirement, burning out or, worse still, having an epic meltdown!

We’re seeing that the number of clinicians in primary care is declining and, on top of this, there are many more who are ready to resign or are reducing their number of sessions for self-preservation.

Surely, the future can’t be completely bleak… can it?

What can be done?

Before we lose any more unreplaceable and excellent staff, what can we do?

• We need to highlight that there’s a worldwide problem of violence against healthcare workers, and we must ask in the strongest terms why our leaders fuel negative press campaigns that instil hatred and violence against us?
• Primary care needs support from those in privileged positions who aren’t on the front line. It’s good news that both the RCGP and BMA are pushing back against the latest HMG / NHS E ‘rescue measures’. We need to stand firm against WAGIs (what a good idea) and push back if it’s agreed that this won’t work.
• We need to call out those politicians who continue to make their mark by simply scoring popular points. General practice isn’t getting any better by constantly flogging the metaphorical horse, which whilst not quite dead, isn’t going to be running in the National at any time soon.
• ‘Joe Public’ needs to be nice. It was only a couple of years ago that the Government passed the Assaults on Emergency Workers (Offences) Act 2018. We must be robust and enforce zero tolerance.
• Keep in there; you’re doing a great job. Stand firm and wear your strongest emotional armour. On bad days, maybe don your Kevlar© flak jacket when called to the reception.

Our promise

Whilst Practice Index cannot:

• Sort out the grumbles on the front desk
• Deflect side swipes from the press or elsewhere
• Protect you from the often-flaky support from up on high

… we can assist by providing moral support and advice via our blogs and forum; we can supply the latest, up-to-date information in our policies and protocols; and we can offer time-saving and useful guidance in our series of handbooks.

In effect, we hope to add to your arsenal of general practice weaponry. After all, it might just give you some extra armour should a stray bullet come ricocheting your way!

Remember, as Lord Kitchener might once have said:

“Practices, your patients need you… even the grumpy ones!”

Take care and look after each other, and remember that Practice Index is here for you.

Mat