NHS South Yorkshire are supporting primary care staff across the region to put a stop to aggressive and abusive behaviour from patients and members of the public under a new zero tolerance approach and public campaign backed by South Yorkshire Police called #NotInADaysWork.
As reported incidences have increased in recent months, frontline NHS primary care workers such as GP practice, pharmacy, dental and optometrist staff across the region are being offered support and advice from NHS South Yorkshire on reporting such behaviour, and guidance on a process for dealing with it.
Many practices and pharmacies already operate a zero-tolerance approach towards abusive behaviour and will ultimately exercise their right to refuse to see or treat people who are persistently aggressive or abusive.
Dr Zak McMurray, GP and Medical Director for Sheffield at NHS South Yorkshire said: “Unfortunately NHS staff are working in a difficult environment where demand for health services is very high. People get frustrated if they can’t get an appointment and that sometimes leads to anger and unacceptable treatment of the very people who are trying to help them.
“It’s dreadful to see the effect that such bad behaviour can have on staff. Receptionists, nurses, GPs and chemists are among those who have experienced some awful comments and threats, whether that’s face to face, over the phone or on social media. This constant drip feed of negative experiences can sadly result in good people leaving their jobs from the stress it is causing.”
In 2021 NHS Sheffield Clinical Commissioning Group, which is now NHS South Yorkshire, conducted a survey of primary care staff and found that 95% had experienced verbal abuse, 52% had experienced intimidation, 34% had experienced threats of violence and 16% had experienced violent behaviour. NHS South Yorkshire say that reports of this type of behaviour have also actually increased since the pandemic.
The main aim of the NHS South Yorkshire zero-tolerance approach and campaign is to show that this type of behaviour will not be tolerated amid the ongoing efforts by primary care staff to increase staff levels and the number of available appointments.
Dr McMurray added: “The vast majority of the public are very respectful and supportive of our staff and we thank them for that. Our relationships with our patients and the public are based on mutual respect and trust and any decision to remove someone from a practice list would be an exceptional and rare event and only taken as a last resort.
“However, our colleagues should never be fearful or anxious about coming to work. Everyone has a right to be treated with dignity and respect and free from harassment, violence, and abuse which is why we’re sending out a clear message that we will not tolerate any abuse or violence and will take appropriate action to ensure our staff are safe.
“Our staff continue to go above and beyond to provide the best care possible for our patients and deserve to feel safe when they come to work.”