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Attack on doctors - how to prevent it
- 1. Important measures to be taken by individual doctors to prevent attacks BY DR INDEEVAR V MISHRA GLAUCOMA & ANTERIOR SEGMENT CONSULTANT MM JOSHI EYE HOSPITAL HUBLI.
- 3. Defensive or offensive ??? What do I DO?? Actually…what should I do?
- 4. Prevention is always better than suffering…
- 5. Components of a private practice that matter… 1. Administration 2. Employees 3. Behavior and work culture. 4. Counselling 5. Tackling the fussy/unhappy/difficult/frustrated/unrealistic patient. 6. Advertisement 7. Respect your limits 8. Socialization
- 6. What can be done to prevent it? Administrative amendments.. 1. Develop clinical and administrative guidelines for appropriate work environment. 2. You have to develop some mechanisms to identify troublemakers ‘before’ they actually cause violence - Bold code (say VIP or Caution or something else). • Being docs your instincts surpass everyone.
- 7. Develop a protocol and have regular drills… Courtesy – “Hospital Violence – what is the way out?”, Dr P K Kohli, Advocate Roohi Kohli, Medical times, May 7, 2017
- 8. Employees – Keep them Happy 1. Ensure the loyalty of your employees. 2. Ensure their health, future and house are secured. 3. Have a periodic (monthly) face to face meet and frank discussions, picnics, outings. 4. Try setting an example. 5. Never Disclose your intentions. Never be too truthful.
- 9. Behavioral modifications…Staff and you! 1. Walk and talk in a civilized manner. Never talk the local slang to explain the patient or the relative. 2. Employ staff with the caliber to adapt and learn. Employ people with higher “SOCIAL INTELLIGENCE”. 3. Don’t be frugal – Spend 100 bucks more and be assured of the quality of patient care by the staff.
- 10. Counselling 1. People cannot handle bitter truth….but sugar coated bitter truth is still palatable to them. 2. Spend time, awful lot of time with your patients. 3. Hire a trained counsellor. 4. Know what not to say and when not to say. 5. Visit and observe the masters and learn. Spend some time.
- 11. Tackling fussy patients.. 1. Feedback forms – Help the patients vent their negative feelings. 2. Help the Angry and unsatisfied patients vent out! Maintain calm demeanor and they shall always return to you! 3. Always refer such patients to your rivals. 4. Have a secret code for the unhappy and troublesome patients. 5. Have a regular courtesy call arranged for all fussy your patients.
- 12. Advertisement 1. Not a good idea nowadays to project very highly of skills and facilities available. Long term negative effects out weigh short term benefits. 2. Being humble will pay off in WRONG run. 3. Ethical Advertisements are the future for the doctors.
- 13. LIMITS!! 1. Better not to treat a politician or celebs directly till you’ve crossed 20 years into practice… 2. Avoid the people associated with the judicial system and the media unless really necessary. 3. Try to remain grounded and cater to the needy and genuine class of patients. 4. Avoid unnecessary exposure. Any publicity is bad publicity.
- 14. Socialize and serve 1. Join social organizations (e.g. Rotary club, Lions club, Gymkhana club) etc for socialization – Develop your own power circle. 2. Attend CMEs and Conferences and be up-to-date with the latest knowledge. 3. Know your surroundings and maintain cordial relations with anyone associated with the medical/paramedical/allied medicine/alternative medicine.
- 15. Attend the emergency patients first..
- 16. Defensive Strategies - Technical CCTV Camera – Go for the latest stuff!!
- 17. Defensive Strategies - Security..
- 18. Defensive Strategies - Signboards
- 19. A little investment …
- 20. Personal Defensive Strategies – In case of an Emergency..
- 21. Try to be Physically and mentally fit!!
- 22. What not to be done!! • Never rely on any Body or association, even your own! • Never take up challenging cases until you’ve made a name of yourself. • Never hesitate to refer the case early. • Never experiment. • Never offer your services for free. • Never strike…WE Are DOCTORS!! NEVER TRUST ANYONE!!! ITS KALYUG!!!
- 23. Thank you!!!
Editor's Notes
- The attack took place on a doctor in Dhule resulting in him loosing his vision in the left eye. As you can see the attacks are un coordinated, doesn’t look pre planned and the there seems to be no leader leading the assault. Most of these attacks are emotionally driven and that’s the area we need to target to prevent these attacks.
- How do we play??A defensive strategy or an offensive strategy? . I would suggest to play on the back foot and when you are practicing alone to better to be safe than sorry.
- The world preaches and we Indians find innovative ways of practicing it…
- Areas where we need to be cautious and vigilant in a private practice are mentioned here.
- Learn to trust your instincts and identify the problem creators and the fire starters right at the first instance. We are doctors and we are gifted with it …..learn to trust it. Limit their movement inside the hospital and make sure they stay at bay from you. Refer them out early.
- Form a proper flow chart and have mock drills with your staff. It might sound ridiculous or over reaction ….but remember …there was an incident where the doctor was abducted in a car and beaten black and blue by the mob before being rescued. Apparently this doc was a victim of false rumour which could’ve been started by a rival. Unfortunately in today’s world the doctor practicing down the street from us is not our colleague but is referred as our rival.
- You employees are our assets. Secure their future by securing their children,s education. Have a periodic face to face meets to sort out the misunderstandings.
- Ensure you employ staff with high social intelligence. You may google the term. Also remember that we are doctors and the most qualified layer of the human population. So we should behave like one. It’s a monkey see moneky do world…give respect and you shall get it in return,
- People cannot handle bitter truth ……sugar coated poop is still acceptable to them. Hire a counsellor who can sell a refrigerator to an eskimo…develop your own skills in timeand then fire her/him.
- Fussy or unrealistic patients… refer to your rivals, gradify them an handle them with caution. Give them some way to vent out their negative thoughts like the feed back forms.
- Lay low…don’t brag…don’t raise the bar for your ownself…. Long term negative effects out weigh short term benefits.
- Employ a body builder as a staff…
- Ensure you know the laws protecting the medical fraternity and the patients know that you know them.
- A little investment in this automatic remote controlled lock shall benefit you. Its only 15000.
- Choose the one to your liking and keep it besides yourself.