Staff of North Cumbria Integrated Care have reported facing two or three incidents of verbal aggression on a daily basis, alongside less frequent physical assaults which the trust said are reported and pursued through Cumbria Police if appropriate.
Dr Emma Farrow, Consultant in Emergency Medicine, has urged patients to stop and think about the impact their behaviour could have on NHS professionals working in their area.
Dr Emma Farrow, Consultant in Emergency Medicine at NCIC. (Image: NCIC)
Dr Farrow said: “When our staff face aggression or sometimes even physical violence, it can have a serious impact on their shift, their day, their wellbeing and ultimately their ability to provide high quality care.
“This can result in instances where staff are then absent from work and have a much longer term impact on their health. NHS staff are here to help you and they deserve to be treated with respect and kindness, while they are at work.”
Dr Farrow said: “Our HUMAN campaign is our way of reminding patients and their loved ones that our colleagues are all human too, each with their own personal lives, responsibilities and vulnerabilities. We encourage everyone to think about the impact that their behaviour can have on our colleagues.”
A graphic showing staff of North Cumbria Integrated Care, from the trust’s HUMAN campaign. (Image: NCIC)
She said: “The vast majority of our patients are kind and understanding, and we do want people to speak up if they are concerned, but we would ask that this is done in a respectful way.”
One A&E staff member reported being spat at and verbally abused while another was kicked in the stomach, leading to a court case.
Dr Farrow said that incidents such as these impact the level of care they can provide at A&E.
She said: “Someone may be waiting for something like paracetamol which would make a huge difference to them while they wait but if we need to deal with a incidents like this then they could be waiting for another 20 to 30 minutes.”
West Cumberland Hospital in Whitehaven, outside its A&E department. (Image: Newsquest)
Dr Gill Findley, Executive Chief Nurse said: “Almost a quarter of trust staff reported experiencing harassment or bullying from patients or families in last year’s staff survey, with staff from black, Asian and minority ethnic backgrounds being almost 20 per cent more likely to experience it.”
NCIC encourages staff to report any abuse they receive and will take action against patients whose behaviour is repeatedly unacceptable.
Yellow cards can be issued in the form of a formal warning or behaviour contract but a red card can be issued if the patient’s behaviour does not improve, warning a patient that treatment may be withheld.