On-call shortages fuelling abuse against doctors

• “Violent behaviours from parents, throwing equipment around, taking out their anger for their child’s diagnosis on the healthcare provider.”
• “Relatives throwing chairs in clinic and calling staff disparaging names because of long waiting time.”
• “Upset regarding long waiting time, trying to jump queue. Stop by my nurse, unhappy and start scolding and throwing abuse.”

Two in five doctors in Malaysia (43%) have experienced or witnessed verbal abuse from patients or their relatives within the past 12 months and 2% have experienced physical abuse, according to a survey.

In the Medical Protection Society (MPS) survey of 362 doctors, anonymous comments left by doctors indicated that on-call shortages and long waiting times, were common causes of patient frustration. 75% of the survey respondents went on to say they cannot see staffing levels improving in the foreseeable future.

MPS – the world’s leading protection organisation for healthcare professionals, supporting over 4,000 healthcare professionals in Malaysia and over 300,000 globally, said experiencing or witnessing abuse can have a negative impact on doctors’ mental wellbeing and called on doctors to report incidents and seek support.

Dr Rob Hendry, Medical Director at MPS said, "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.

"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 needing time off work or even contemplating leaving medicine altogether. Healthcare workers must feel their safety is a priority.

 “We would encourage healthcare workers 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 due to witnessing or experiencing abuse can make use of the mental wellbeing resources and support available. For example, MPS offers an independent 24/7 counselling service as a membership benefit for those experiencing stress that may impact their practice. The MMA, in collaboration with the Ministry of Health Malaysia, also operates the Helpdoc Helpline — a mental wellbeing support service for all doctors accessible through email or phone.”

Healthcare professionals who participated in the MPS survey commented anonymously:

“Violent behaviours from parents, throwing equipment around, taking out their anger for their child’s diagnosis on the healthcare provider.”

“Relatives throwing chairs in clinic and calling staff disparaging names because of long waiting time.”

“Patient became abusive and unreasonable due to long waiting time in my centre.”

End

Notes to editors

For further information contact pressoffice@medicalprotection.org.

Additional information:

• 362 doctors in Malaysia contributed to the survey which was undertaken by MPS between 26 May 2023 – 30 June 2023. Respondents may not have answered every question, and some were directed to answer follow-up questions based on their response.
• Medical Protection offers free counselling to its members experiencing stress that they feel could impact their practice. The service is entirely independent and confidential and is available in both Malay and English. Members can call at 1800 889 355 or +60 16 216 0379 and quote their Medical Protection membership number to book a free session. For more information visit Counselling service (medicalprotection.org)
• The MMA Helpdoc Helpline, in partnership with the Ministry of Health Malaysia, extends its vital support for mental wellbeing to all doctors. Doctors can reach out via email at helpdoc@mma.org.my or by phone at +60 3 4041 1140 during office hours from Monday to Friday, 9am to 6pm. For more information visit HELPDOC – MMA.

Key findings:

• 43% of doctors experienced verbal abuse or intimidation from patients or their relatives in the past 12 months.
• 2% of doctors experienced physical abuse from patients or their relatives.
• 75% couldn’t see staffing levels improving in the foreseeable future.

About MPS

The Medical Protection Society Limited (“MPS”) is the world’s leading protection organisation for doctors, dentists, and healthcare professionals. We protect and support the professional interests of more than 300,000 members around the world. Membership provides access to expert advice and support and can also provide, depending on the type of membership required, the right to request indemnity for any complaints or claims arising from professional practice.

Our in-house experts assist with the wide range of legal and ethical problems that arise from professional practice. This can include clinical negligence claims, complaints, medical and dental council inquiries, legal and ethical dilemmas, disciplinary procedures, inquests, and fatal accident inquiries.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We do this by promoting risk management through our workshops, E-learning, clinical risk assessments, publications, conferences, lectures and presentations.

MPS is not an insurance company. All the benefits of membership of MPS are discretionary as set out in the Memorandum and Articles of Association.