If I get a patient winding up into a rant, almost always in the waiting room, 5 years ago I might've deflected, calmed, apologised. I don't any more. I remain professional, and polite, but I will say words to the effect of 'Unfortunately, sir, the crisis in the NHS that you hear about- well, here it is in action. We hate the pressure of being 2 hours behind by 11am as well, It writes off any chance of any breaks for any of us today. Now, would you like to come with me?'
Brilliant post. I work in a GPs surgery, so a much less pressured environment (though I have worked in a psychiatric ward previously, so am aware of the stresses hospitals face). In the psych ward though, abuse was easier to deal with, as there was a medical reason for it. In my job now, there are people who could be mates with your mum, lovely well people, screaming personal abuse in your face. The pressure is a lot more in a hospital though of course.
Nevertheless, when I'm screamed at for patients not being able to get non emergency appointments for two days (which is actually very good comparatively), or patients waiting for 1 hour+ for our same day emergency clinic, this is what I say too. Have you heard what's happening to the NHS? This is it.
I'm not comparing as I know GPS are in better nick than hospitals by a long stretch, but still, we get paid much less and for many less types of appointments than previously. We've just reached 40k patients. We're actually brilliant compared to other practices, but patients used to a same day service twenty years ago are convinced we're all disgraceful. I take complaints that will be escalated to the GMC every day (mainly in relation to reluctance to prescribe benzo's early, funnily enough).
We try our absolute best to accommodate patients to keep them out of A&E. But when they are absolutely furious to wait two days for a sore ankle that they've had 3 weeks etc. Or can't believe their non repeat prescription can't be done for them on the spot. Hello?! Do you read the news. Vote for a party that gives a shit, and hopefully me and my colleagues can provide the top notch primary care that we want to.
I feel the pain. I've had excruciating sinusitis for 2 weeks now; I desperately need antibiotics. I'm having to take cocodamol well over the 3 day limit as my Doctors can't find me an appointment for 10 days. It's shit.
Anyway, expecting to get flamed as I know my job is much less stressful than in a hospital (one of the main reasons I changed jobs). But just wanted to say that we all are feeling these cuts.
And god bless that little boy. And that poor doctor. I'm going to be writing a letter to the GMC. And may raise it for discussion at our staff day next week, to get some more Doctors on her side, if they've not read about it already.