GPs face rising verbal abuse

As reported by GP Online, a survey by the MDDUS reveals that 85% of GPs have experienced verbal abuse from patients in the past year, with 15% forced to involve the police, highlighting the urgent need for addressing systemic issues impacting healthcare providers and patient expectations

GPs also called for a zero-tolerance campaign earlier this year after a receptionist at a practice was reportedly threatened with a knife.

GPs who took part in the MDDUS poll said key triggers that most often escalated to verbal abuse related to concerns around access to face-to-face appointments and complaints about quality of care.

MDDUS chief medical officer, former GP Dr John Holden, said: ‘While we empathise with difficulties patients may encounter in their care, GPs shouldn’t bear the brunt of frustrations caused by systemic issues.

‘Our findings show that all too often GPs find themselves on the sharp end of patients’ frustrations about a health service that doesn’t appear to live up to their expectations. Nobody should go to work fearing verbal abuse or physical violence – especially those who dedicate their working lives to caring for others.’

Patient expectations

Findings from the MDDUS survey – carried out by pollsters Survation – show that GPs are far more likely to be verbally abused by patients than colleagues in other parts of primary and secondary care, with 70% of dentists and 65% of hospital doctors reporting that they’ve experienced such incidents in the last 12 months.

Four in five GPs said the negative ‘media and political discourse on the NHS’ had made it harder to manage patient expectations.

Dr Holden said: ‘GPs are often grappling with the dual challenge of a shortage of doctors and the weight of unrealistic patient expectations.

‘It’s crucial that policymakers up and down the UK recognise that there is a clear connection between adequate funding and support for primary care services and health professionals, and patient safety.’

More than half of GPs – 58% – said abuse directed at doctors and other staff in practices is increasing, and that it is worse now than at the height of the COVID-19 pandemic.
Dr Holden added: ‘We know all too well that the pandemic had a catastrophic impact on primary care. However, what many people don’t realise is the extent to which the cost-of-living crisis has compounded matters for both GPs and patients. And the upcoming pressures of winter will further strain an already struggling system.’

GP practices are currently managing record demand, with more than 34m appointments in October this year, excluding COVID-19 jabs – a figure 11% higher than the same month in 2019.