Hospital switchboard job is making me suicidal

[Cathyhon]

Hello,

I’m currently working in a hospital switchboard position, and I’ve been struggling with the emotional toll this role is taking on me. When I first applied, I wasn’t fully aware of just how mentally and emotionally exhausting the job would be. The job description didn’t reflect the high-pressure, call-centre nature of the work — on some days, I take close to 900 calls and sometimes even more.

A large part of my day involves managing the frustration of callers who are unable to get through to specific wards or departments. While I understand that I’m the first point of contact, it can be extremely draining to be on the receiving end of verbal abuse or sarcasm from the very first call of the day. I do my best to stay positive, but over time, it’s begun to wear me down.

Today, for example, a caller responded to my standard greeting with a sarcastic remark about how “happy” I sounded. That small moment hit me harder than it should have — not because I’m overly sensitive, but because it felt like the hundredth time I’ve been dismissed or spoken down to without cause.

I’m actively searching for a new role, but the market is tough right now. I’m doing my best to stay resilient, but it’s hard not to feel like I’m losing a bit of myself in the process.

If anyone else is working in a similar role, I’d really appreciate any advice or strategies you use to stay mentally strong and maintain a sense of positivity. Right now, I feel more like a robot than a person.

Thank you for listening.

I really sympathise OP. I worked in a GP surgery and almost everyone I spoke to accused me of not answering the phone quickly enough. This was despite taking about 30 calls in an hour. Everyone was furious with me and it did feel personal.. It can really affect you. Take any job you can to get out or you'll go insane.

Oh no I recently got an interview for a switchboard role... Have you spoken to your manager op or HR?

I’m glad you’re out of that job now and hopefully you’re doing something that you enjoy

Sorry😬you might enjoy it, I do enjoy some aspects of the job such as the emergency calls traumas, cardiac arrests etc but I think you do have to be very thick skinned to do this job

OP if you work in a role where abuse is part and parcel (as I do) your management should be putting all sorts of supports around you to keep you safe from what the industry now calls 'psycho-social trauma'.

Off the top of my head: Training in how to handle the calls, procedures for setting boundaries/escalating extra bad and repeat cases/reporting incidents, mental health support for you e.g. training in resilience and self care, access to EAP, debriefing and time out, breaks etc should be reflective of the demanding nature of the work.

If they are failing to do the above they are failing to meet their basic health and safety obligations and you shouldn't put up with it.

This would be great in practice but when your employer is the NHS your resignation has no effect on them. I left my reception job because patient abuse was never reprimanded. That told me where I stood. Our mental wellbeing was just collateral.

This is exactly why I try and be nice to everyone I speak to on the phone, regardless of how frustrated I am!!
I’m so sorry you feel like this.

I feel for you OP😔I worked in call centers for years and left for the same reason you're considering it. It's not just the abuse, it's having to be on alert constantly without breaks, concentrating and trying to understand what irate people want, ones with bad connections, ones with language barriers. After a shift my shoulders were hunched up and head was pounding. Good luck finishing something else, no job is worth you feeling like that!

Would it be worth making an appointment with HR and see what opportunities are available within the hospital?If they get to know how you are feeling they might have suggestions.

yep I used to do this job and the abuse really got to me, even now my heart races if a phone rings, sure it has given me some kind of phobia🙄

I have worked in a bank call centre (I was a complaints supervisor so always got the irate customers) and a GP surgery as a receptionist so I do understand. The bank was better because often I could get to the bottom of the problem and sort it out, but the GP surgery was just telling people there were no appointments over and over again. Soul destroying.

It’s so hard when people are upset but you’re absolutely doing your best. I wish you luck in your job search.