Claire Fuller suggested that this rise in abuse has led many family doctors to leave the profession.
PA News Agency reported Fuller's remarks on 13 February, quoting her as follows: “When you talk to GPs about why they leave, they say one is about the workload and the other one is about respect.
The “increase in violence to members of primary care teams is extraordinary”, she continued, citing “attacks, both physical and verbal”.
The news followed poll findings published in October 2024 by the Medical and Dental Defence Union of Scotland (MDDUS) which found that 80% of GP teams in the UK have been verbally abused by patients and more than a quarter (28%) of respondents had been the victim of physical violence.
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Cheryl Samuels, people and culture director at specialist children's hospital Evelina London Women’s and Children’s Clinical Group, explained that since GP practices don’t have HR departments supporting them in the workplace, it can be challenging to deal with abusive situations.
But she believes there are still ways to support employees within a general practice. She told HR magazine: “HR professionals can support general practice staff by enforcing a zero-tolerance policy for abuse, providing de-escalation training, and offering counselling.
“Regularly reviewing policies and practice fosters a supportive culture that can help mitigate future incidents and protect staff from harm.”
Simon Jones, director of HR advisory Ariadne Associates, explained that prevention is better than cure when it comes to staff abuse.
He told HR magazine: “A risk assessment type approach can limit situations where this might occur. Businesses already have a legal duty to do this, to prevent sexual harassment, and can simply widen their approach."
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Although NHS employees are bearing the brunt of their patients’ frustrations, Natasha Johnson, director of HR consultancy Organic P&O Solutions, told HR magazine: “Everyone has the right to do their job in an atmosphere free from hostility and abuse, no matter how pressurised the sector in which they work.
“Taking a firm stance on abuse is vital. Clear anti-abuse policies should be clearly communicated to service users. HR must take a leading role in protecting employees by making it clear that workplaces have a zero-tolerance attitude towards abuse.”
Samuels added that employers can support people who are experiencing abuse from patients or customers by offering EAP services, a strong reporting system, and by implementing security measures such as clear signage on behaviour expectations, panic buttons, and staff training on conflict resolution.
Providing regular check-ins with employees and implementing a job rotation are also good ways to support employees, allowing the worst-affected members of staff some respite, according to Johnson.
The MDDUS surveyed 1,855 doctors and had 690 respondents; findings were published in October 2024.
