Survey reveals abuse against doctors due to long waiting times

A survey of 362 doctors in Malaysia revealed that two-in-five experienced or witnessed verbal abuse from patients or their relatives within the past 12 months and at least one-in-50 suffered physical abuse.

The survey, conducted by the Medical Protection Society (MPS) in mid-2023, also recorded anonymous comments by doctors indicating that long waiting times and on-call shortages were common causes of frustration among patients and their relatives. This situation is not expected to improve anytime soon since three-quarters of the survey respondents commented that they did not expect staffing levels to improve in the foreseeable future.

According to the survey respondents, long waiting times have caused patients and their relatives to commit various transgressions. In one case, the patient’s relatives threw chairs in the clinic and called the staff disparaging names. Another patient became upset, tried to jump queue, and started scolding the nurse when stopped from jumping queue. Yet another patient became abusive and unreasonable due to long waiting time at a medical center.

Besides long waiting times, the revelation of an unexpected diagnosis may also trigger abusive behavior. In one case, the patient’s parents became violent after receiving the diagnosis for their child; they started throwing equipment in a show of anger at the healthcare provider.

“While on-call shortages and associated long waiting times understandably induce stress for patients and their families, healthcare professionals are doing their best in often challenging environments. Although most patients are respectful, it is worrying that a significant number of healthcare workers encounter abuse,” said Dr Rob Hendry, Medical Director at MPS.

Hendry added that experiencing or witnessing aggression and intimidation can have profound effects on the mental wellbeing of healthcare professionals, which can be detrimental to both the individual and to patient care. Continued abuse may also result in healthcare staff taking time off work or even contemplating on leaving medical practice altogether.

Healthcare workers must feel their safety is a priority. Hendry said healthcare workers should be encouraged to report incidents of abuse. All types of healthcare settings should consider providing a forum or ‘safe space’ where those who witness or experience any kind of abuse from patients can talk about it openly and seek support. Peer support groups can also help to foster a supportive environment where experiences are shared, and not bottled up.

Healthcare professionals who are struggling upon witnessing or experiencing abuse should be encouraged to make use of the mental wellbeing resources and support available, said Hendry. For example, MPS offers an independent 24-hour counselling service as a membership benefit for those experiencing stress that may impact their practice. [https://www.medicalprotection.org/malaysia/help-advice/counselling-service] The Malaysian Medical Association (MMA), in collaboration with the Ministry of Health Malaysia, operates the Helpdoc Helpline, a mental wellbeing support service for all doctors accessible through email or phone. [https://mma.org.my/helpdoc/]