Something happened at work and its ruined my weekend

[user1475002412]

I work for the NHS in an admin capacity. However due to all our reception staff leaving I was told by my manager that I now have to do all my work whilst working on reception one day a week. So there I was on Friday, on reception.

A man approached. I smiled, said good morning and asked if he had an appointment. He said yes but didn’t know who the appointment was with. The reception area is for about 5 different clinics. I asked his name. I didn’t catch it, i asked again and he replied but again it wasn’t clear. So I asked his date of birth. I managed to find him on the list and saw straightaway he was 15 mins late. I told him to please take a seat while I checked whether the doctor could see him. Knocked on doctors door, explained patient had arrived. Doctor said no way was he seeing patient as patient late and he was due another patient in 5 minutes.

I went out to reception and told the patient doctor unable to see him because he was late. Patient became aggressive, shouting, leaning over the desk trying to grab my name badge, screaming that now he knew my name he was going to make trouble for me as it was my fault the doctor wouldn’t see him. I explained it was the doctors decision not mine. Eventually he left.

He then came back an hour later and started verbally abusing me. Again saying it was my fault and it shouldn’t matter that he was late, that he knows who I am and not to think I’ve “got away with it”. He swore at me and basically humiliated me.

I can’t stop thinking about it. Keep going over it in my head, can’t sleep, worried he may do something ie find out where I live. I just feel shaken up. I feel angry that I just sat there and let a man scream and swear at me.

I know it’s extreme but I don’t think I can do the job anymore. I am a very shy person and there’s no way I would ever have applied to be a NHS receptionist (2 of our receptionists left due to stress from dealing with angry patients). And yet through no choice of my own I find myself having to do this.

Have you made an official report on this? The least I'd expect is for him to be removed from your practice.
Don't take it too personally. I know it's easy to say that but you really are just the easiest target to attack for him. If he comes back call security.

I know nothing about employment law but wouldn’t this count as a change in your terms & conditions? It might be worth seeking some professional advice as to whether they’re allowed to change your duties one day a week without some sort of consultation or change in your contract.

Re the man, I’m sure he was just making noise rather than having any genuine intention to cause you harm. What’s the security like in your workplace? Do you have security staff?

We have no security. Previous receptionists asked about getting a class screen around reception desk so people can’t lean over (patients lean over the desk all the time) but our manager said it was too expensive. I rang my manager who only seemed concerned about a complaint being made!!

I hope you have raised it with your employer.
My medical centre has a zero tolerance approach to people who abuse their staff. They are either dekt with by the practice manager only or struck off normally they are struck off.

I am sorry you were abused. There us no excuse for what he did to you and you are right to be upset.
Maybe talk to your manager about the protocol for dealing with people like him and what support they will give you.

I think you need to officially report this to HR. It sounds like reception staff are being left completely vulnerable to this type of behaviour, making your workplace unsafe.

Sorry to hear this happened to you, it sounds very frightening.

Surely this is worthy of a report to Police? He threatened you several times. Your manager sounds like an arsehole! Surely you could escalate it further to local level?

I’d go to your union and detail what you’ve said about your manager not providing security, and him only caring about the complaint being made and see what they advise. So sorry to hear you’ve had to go through this

Oh and also talk to the union about the change in your role as mentioned above.
The whole thing sounds scandalous

As said above your personal safety has been threatened I’d take this as far as possible

I would call the police! That way your HR can't ignore it.

This is why they have these signs up, saying abuse won't be tolerated. As the previous staff left because of it, I think it could be predicted. I'd speak to my supervisor and say mentally you can't do it any more and that this is not your role, that you're sorry but someone else needs to do it.they need to find an immediate temp.

Definitely report it (above your manager)and tell the Doctor who wouldn't see him what happened. You should not have to endure that.

Fill in an incident report and make sure it's followed up on. Make your manager aware how scared you were and that you won't deal with that patient again.

The abusive patient may feel bad ( rightly so) and their behaviour and may have learned a lesson

I have to do a lot of sensitive work whilst on reception ie there is paperwork with confidential patient details on display. I raised about getting a glass screen on reception to stop people leaning over and being able to see patient data, but my manager just said it was too expensive. Manager only cares about me sitting on reception.

Thankyou everyone, I will contact HR and the union when I’m back in work tomorrow. I did think about ringing police but because he didn’t physically touch me, wasn’t sure it’s appropriate to report.

Do you have Datix reporting in your trust?

This needs to be datix'd/reported formally as an incident - ensure the clinical staff are aware of this & if your immediate line manager tried to minimise it go to the manager above them.

The patient needs an alert on his records stating he has a history of aggressive behaviour to help manage risk.

It's so hard dealing emotionally with something like this (was an A&E nurse for over 10yrs so
completely empathise), consider how many other clients you saw/had positive interactions with on Friday (between 5 clinics am guessing well over 50), also, it is this clients issue.
If I was your line manager, I'd be really pleased with everything you describe doing from deciphering who he was, to checking with the Doctor if he would be seen. If you haven't already, ensure you get violence and aggression training (typically mandated for frontline staff).

Might be useful to refer yourself into occupational health/check if they have counselling available

No wonder it's shaken you, but well done & fingers crossed the hospital starts to take staff safety more seriously.

Sending

He should have known better than to shoot the messenger and he knew you asked the doctor. Hospital clinic receptionists really bear the brunt of patient frustration but be glad you're not going to be on reception indefinitely and when you are, you'll have some good days.

It really is unsatisfactory though so object if it goes on too long.

(Speaking as a retired medical secretary/departmental office manager :-).)

I think it is appropriate to report, maybe speak to Hr fist? Lots of Trusts have the posters up about abuse of staff being inappropriate and may result in prosecution. I hope you feel better soon OP. Xxx

I feel really upset. It’s ruined my weekend. My youngest son keeps asking me what’s wrong, my eldest son overheard me telling my partner and he got upset. I’m more worried that when the complaint comes in (the patient kept screaming over and over how it would be going “to the top” they will just gloss over the fact he was late and somehow blame me. I’m not sure if I can go into work tomorrow.

I agree fill out the official report form (Datix or airs in our trust). Include in it that you are expected to have private paperwork and the response from your manager.

You need to do this every time there is an incident or potential incident. They will come back as "no harm" however a run of incidents adds up to an issue. Your colleagues should be doing it as well if your manager is not responding to the risk appropriately.

If you aren't a member of a union join. Then ask them about the fact you are now being expected to do sensitive work with confidential information on an insecure reception desk.

Sounds like a shit boss. Honestly Id start looking for a new job as clearly he doesnt give a shit, about you or data protection.

In our surgery, the patient would get a zero tolerance warning letter for that behaviour. Also, document on his records that he was late, and the doctor refused to see him, and he became aggressive.

There are notices in all our hospitals and gp practices, even walk in centre has one.
Abuse staff and you are deregistered, there's a zero acceptance policy.
You need to push for changes and notices putting up, if they refuse I'd be looking for another job.