Dealing with Customer Harassment in the Medical Field

When faced with customer harassment, having a support system in place is crucial. However, ‍a recent survey of physicians ⁢revealed that many cases go unreported. In fact, 48.2% of private‍ practice physicians ​and 31.6% of employed physicians admitted to not consulting with anyone after experiencing or witnessing harassment.

Employed physicians often turned to their superiors (50.8%) ‍or colleagues (26.3%) for support. ​Some reported ⁢that the issue was resolved quickly after consulting with higher-ups, while others involved law enforcement or​ lawyers.

Physician Responses to Harassment

Here’s what some physicians had to say​ about ⁣their experiences with customer harassment:

• Immediate Action: “I immediately consulted with the hospital’s higher-ups and the matter ⁣was ‌resolved.” (Male,⁢ doctor in‌ his 50s)
• Seeking External Help: “After consulting with my superiors, I was told by my lawyer that I was a complainer, and the hospital has made clear how to deal with patient families who make complaints.” ​(Female, 60s, doctor in the hospital)
• Collaborative Approach: “In response ‌to stalker-like behavior toward staff, we consulted with the ⁢police and handled the situation within⁤ the hospital⁢ to the extent possible.” (Female, ‍working doctor, 40s)
• Empowering Staff: ​”It should ⁢not be an issue ⁤that should be handled by an individual, but by a department or the entire hospital. If your boss is hesitant, you can declare to him that you will convey ‘this is the hospital’s consensus’ when dealing with the issue.” (Male, doctor in his 20s or 30s, working)
• Setting Boundaries: “I explained that we would​ be dealing with this ‍as an ‌organization, and that there was no need for me to deal with it​ personally from then on. I informed the patient that we would deal with it as an organization ⁢and that the police and a lawyer would deal with it.” (Male, doctor in his 50s)
• Addressing Reluctance: “I often hear complaints from⁤ doctors who deal with complaints, ‌but even when I⁤ tell them that it is legally possible ⁤to refuse treatment, they seem ⁤reluctant to do so. One of the reasons for this seems to be the widespread anonymous slander in modern society.” (Male,⁢ doctor in⁤ his 50s, working)
• Supporting Colleagues**: ‌”A⁢ patient with a⁣ mental illness who was hospitalized in the intensive care unit suddenly became violent towards a nurse,​ causing the ⁣nurse to develop traumatic cervical syndrome. I reported the incident to⁢ the administrative director, who⁢ decided on ⁢the hospital’s response.” (Male, working doctor,⁤ in⁤ his 60s)