Almost a third of N&N staff suffer harassment or abuse from patients, according to survey results

Anna Dugdale, CEO NNUH. Anna Dugdale, CEO NNUH.

Thursday, February 27, 2014
8:15 AM

The number of staff recommending Norfolk’s biggest hospital as a place to work or receive treatment has risen for the third year running.

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The 2013 rating at the Norfolk and Norwich University Hospital was 3.74 out of 5, compared to the national average for NHS acute trusts of 3.68 out of 5.

NHS survey results reveal mixed views from staff across East Anglia

Almost 20pc of QEH staff suffer physical violence from patients, according to survey

In addition, the NHS staff survey found that workers rated the N&N above average for the percentage of staff able to contribute towards improvements at work.

However, the N&N is also above the national average for the number of staff experiencing harassment, bullying or abuse from patients, relatives or the public (32%). 535 staff took part in the survey.

Anna Dugdale, chief executive, said: “It is important that we know how our staff feel and it makes me really proud of our teams who make NNUH a great place to work. It is particularly encouraging that our staff also recommend our hospitals as a place to receive treatment.

“Our vision is to provide every patient with the care we want for those we love the most; the real test of how far we achieve this is whether our own staff would recommend our hospitals and we are delighted that the year on year results are improving.”

8 comments

  • And what are they BELOW average at? Yet again Archant just reprints an N&N press release, which has picked the only 2 points they are good at. No journalism whatsoever. Pitiful. Disgusting even.

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    User Removed

    Thursday, February 27, 2014

  • I can understand staff getting upset at totally unnecessary ranting and raging from drunks who have just caused their own problems. but I can also understand the worried questions from a patient who doesn't know what has happened to them and are not getting any answers. it is very simple to say that the staff are being bullied when in fact all it is is a raised voice from an unwell patient who sometimes doesn't even realise at what tone of voice is being used.it does make me chuckle when you go into doctors and hospitals and see the little sign on the wall explaining if you really ask too many questions you will be thrown out they are even getting into shops now. i have an aunt who was one of the old matrons nobody was really ill in her eyes and they would have to do as she said she was the boss! now she is older she recently spent time in hospital and was always moaning the staff didn't mollycoddle her. so think before you complain of harassment is it or is it a worried patient asking a simple worrying question and not getting a simple answer?

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    i am mostly wrong??

    Thursday, February 27, 2014

  • Ok so let's all jump on the 'Slag Off The NHS' bandwagon. Isn’t it just so easy to aim scathing criticism at this immeasurably overworked and under appreciated group of highly qualified and caring professionals? And no I’m not one of them! But I am alive today as a testament to their skill and dedication in CURING my cancer and giving me back the chance of living a normal life again. Many of whom I did not see or will ever know. So I see this whole topic in a different light. Hypothetically speaking, if the NHS carried out a million procedures with a 99% success rate, do we publish that they have only had 1% failure or that 10,000 patients had adverse outcomes to their treatment? In any industry 99% success is astoundingly good but the figure of 10,000 failures is far more eye catching as a criticism! In an ideal world of course we would want everything to be 100% successful but this is the real world we are in! I was one of the minority of patients whose treatment did not go exactly to plan and my predicted 7 to 10 day post operative stay turned into a number of months. The care and treatment that I, and other patients that I met along the way, received was superb and given by people who genuinely cared. I also saw some very selfish and ungrateful individuals who took every opportunity to criticise. If, as individuals, we were only ever spoken to, or about, in terms of our failures and our successes were minimized or ignored, we would soon become very demoralized but we expect health care workers to rise above it all. They are only human after all! We must accept that nothing is perfect and there will be some genuine grievances to be addressed, but maybe it is time for someone to publish a balanced view of how many actual healthcare procedures are carried out and how many have complications? Then maybe we would see just how GOOD our healthcare services are. But, for me, I have no complaints at all.

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    Roy Pickett

    Thursday, February 27, 2014

  • And what about NSFT frontline staff. They get assaulted and abused on a daily basis. Yet the management and CQC do nothing as usual.

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    Ichabod Eventide

    Thursday, February 27, 2014

  • I can understand staff getting upset at totally unnecessary ranting and raging from drunks who have just caused their own problems. but I can also understand the worried questions from a patient who doesn't know what has happened to them and are not getting any answers. it is very simple to say that the staff are being bullied when in fact all it is is a raised voice from an unwell patient who sometimes doesn't even realise at what tone of voice is being used.it does make me chuckle when you go into doctors and hospitals and see the little sign on the wall explaining if you really ask too many questions you will be thrown out they are even getting into shops now. i have an aunt who was one of the old matrons nobody was really ill in her eyes and they would have to do as she said she was the boss! now she is older she recently spent time in hospital and was always moaning the staff didn't mollycoddle her. so think before you complain of harassment is it or is it a worried patient asking a simple worrying question and not getting a simple answer?

    Report this comment

    i am mostly wrong??

    Thursday, February 27, 2014

  • It can be difficult working with the general public, but this is called customer service. If you know your job well you will know how to deal with people in the right way and not take their comments personally. You simply do not tolerate verbal or physical abuse from patients. It's not funny to be threatened by someone, when you read those signs saying they do not tolerate abuse, take it seriously because patients really do get thrown out! Or police are called. Yes a small percentage of patients can be difficult, but they don't have to be just drunk to be abusive. People just generally like to moan, be deliberately nasty and focus on the negative. With building pressures in the nhs, Nhs staff do get threatened, bullied, and harassed even when they are doing there jobs as they are instructed to by management. Patients have high expectations. What everyone should focus on is all the positive things we take for granted. Say thank you to nhs staff for all they do for us, thanks for seeing me doc.. thanks for booking me in.. it doesn't hurt to try.

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    poppet22

    Thursday, February 27, 2014

  • And what about NSFT frontline staff. They get assaulted and abused on a daily basis. Yet the management and CQC do nothing as usual.

    Report this comment

    Ichabod Eventide

    Thursday, February 27, 2014

  • "....it does make me chuckle when you go into doctors and hospitals and see the little sign on the wall explaining if you really ask too many questions you will be thrown out....". Keep taking the tablets John.....visual hallucinations can be very distressing.

    Report this comment

    LARSON.E. WHIPSNADE

    Thursday, February 27, 2014

The views expressed in the above comments do not necessarily reflect the views of this site

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