Supporting your staff through patient aggression

The findings showed 'receptionists are frequently subject to verbal abuse by patients such as shouting, swearing, accusatory language and racist and sexist insults'. In turn, this behaviour has severely affected and impacted receptionist’s health and wellbeing. Adding that they reported workplace stress, absenteeism, burnout, lasting psychological trauma and even physical harm as the results. 

Due to the nature of the medical sector and a receptionist’s role of constantly managing patients in a variety of different emotional states, they will often be the target of patient’s frustration and aggression. Often at times for processes and events out of their control. 

For practice owners and managers, Managing the Risk of Psychosocial Hazards at Work Code of Practice 2022 became enforceable as at 1 April 2023, which is an approved code of practice under the Work Health and Safety Act 2011 (WHS Act). 

That means we need to ensure there is a present and effective support system within the practice for maintaining the mental health and stability of practice staff. After all, across the country, $543 million is paid in workers’ compensation every year for mental health conditions. 

As a result of recent research, some strategies were identified that helped reduce aggressive patient behaviour. This included staff training and reducing points of frustration for patients like simplifying appointment scheduling. Other methods that could assist your receptionists facing this type of aggression might include open communication for staff members with the practice owner or manager to discuss areas of concern and where they may feel they are lacking support. This approach will not only assist the practice with understanding where employees find value in the way of support but also lets staff know the practice cares for their wellbeing and is trying to make an active effort in alleviating some of that stress.

Another option includes an Employee Assistance Program, or EAP. These programs generally offer professional and confidential counselling services to assist the employee and their immediate family members through both personal and work-related issues. EAP counsellors are qualified professionals who have extensive training in counselling and can work in a consultative role with managers and owners to address employee and practice challenges and needs. Investing in an EAP for practice staff in particular can be a good first step to managing your staff’s mental and physical wellbeing. 

Read more about the UQ research

	Workplace Relations Support  Workplace Relations Support can assist members with general advice around ways of working and how an EAP might be beneficial for your practice. You can contact us via phone (07) 3872 2222 and email support workplacerelations@amaq.com.au.
	Workplace Relations Toolkit Workplace Relations Toolkit subscribers receive resources and templates like warning letters to patients and patient codes of conduct.
	Workplace Relations Consultancy Workplace Relations Consultancy can offer comprehensive advice to members about how to manage employee burnout and risks in your practice. We are also able to offer support through difficult conversations with employees and how to go about facilitating open communication.