Navigating difficult patients and healthcare abuse
"You are nothing more than a dog" he screamed, "get me the senior doctor and stop barking your lies at me."
I've learnt through trials of fire that at the most difficult of patients, when situations are escalating out of control - that a gentle voice, a meek spirit oftentimes is just fuel to the fire of their wrath. It is these group of patients that get their way just because their voice is raised, they want to speak to our "manager", and because somehow in healthcare we carry both the moral obligation of care and the unfortunate mandate that customer satisfaction is number one.
But each time it happens - when verbal, physical or sexual abuse occurs in healthcare - it doesn't hurt any less.
Perhaps all the more so because we were only doing our best to try to help you. Perhaps it's because I expected that my kindness should be reciprocated by the minimum level of respect a fellow human deserves. Perhaps all that is too much to ask for as the fabric of society slowly corrodes when we believe healthcare services is a right, not a privilege.
To be fair I've had it way better than many of my allied health colleagues - I've seen more than my fair share of abuse hurled against innocent nurses, front counter staff and even... cleaners.
Many studies has shown rising levels of abuse in medical care in the recent years (https://www.ttsh.com.sg/About-TTSH/TTSH-News/Pages/More-healthcare-workers-facing-abuse.aspx). Besides increased working hours and other work related burnouts, the reality of working in the healthcare sector could be nothing more than dim.
Yet I desperately try to believe that... perhaps I was wrong? Maybe if I was more assertive, less feminine, more big sized... perhaps they wouldn't dare pick a fight? Maybe if I spoke up, and told him equally to shut up, that he might back down?
Maybe the least I can do is to report him so this abuse doesn't continue. Or maybe thats the worst I could do as fighting begets more fighting. And rage is like a rouge fire.
So I turned to my trusty friend google for answers. Here are some interesting articles I've found on navigating this difficult patients:
1. https://journalofethics.ama-assn.org/article/forty-years-taking-care-hateful-patient/2017-04
2. https://www.gotquestions.org/dealing-difficult-people.html
But I found it difficult to find an article that expounds on the way we as Christian's should dealing with workplace abuse, whilst acknowledging the harsh realities of our everyday lives. I see many seniors who just sweep it under the rug as a "character building experience" or that "words can never hurt us".
I hope I have allowed you to find solace that you are not alone. But beyond that, is the knowledge that through it all - God is with us.
Although it still doesn't answer the question of: so what should I do when faced in these situations? To be honest... I'm not sure and haven't arrived at my own answer yet. But while I do, may I leave myself a final thought from today's devotion: prayer is more powerful than protests. My own emotions and self-seeking spirit will not be able to find the right answer to this problem. For He is all powerful, all knowing, and all just. Jesus may Your will be done.