Major Journalism Project - The Pressures on the NHS and Its Staff.

How do receptionists fare when facing brutal staff shortages and abuse from patients?

By Aimee McKenna

NHS staff are at the forefront of our communities, helping us with our every need whilst under their care.

Since 2020, even the most experienced staff have had to adapt to the inevitable pressures that came their way - none of them having experienced this level of change before.

Understaffing was one of the main issues to drastically increase during the last few years, followed closely by the abuse that staff are dealing with from some patients.

Unfortunately, receptionist and clerical staff are often overlooked when people first think of hospitals and care. When in reality they are some of the most important people - making sure people get the correct appointments and are seen.

Two clerical staff from a Northern English hospital who have worked there for over 10 years and have experienced their fair share of verbal abuse from patients- most of it whilst working an understaffed department- shared their experiences.

WHAT IS YOUR SITUATION WITH UNDERSTAFFING?

"NHS staffing has always been low.

"Regardless of what department you're in, it's always staffed to what it should be according to the numbers. However, that's ok when all the staff are in. As soon as somebody went off sick or shielding, that staffing then became an issue because they were never replaced, and we still haven't had replacements" said receptionist one, who wishes to remain anonymous.

The staff in particular departments are trained and specialised to do a certain job which means that staff cannot always be borrowed from elsewhere.

In some instances, clerical staff can work elsewhere but not clinicians.

"This is what certainly caused the problem during the pandemic." They spoke.

HOW MUCH WORSE WOULD YOU SAY IT HAS GOT BECAUSE OF THE PANDEMIC?

"It is significantly worse. For example, on one particular ward they should have four midwives and they have often been on the clinics working with two or even just one, and like I said, it is purely because we can't take from other departments."

This has had an unbelievable effect on the staff that worked all throughout the pandemic.

They are tired, both physically and mentally, they are weary and this has caused some to go off sick which starts the cycle all over again.

"We are getting some staff back, but those who worked the jobs of two or three people are now worn out." They added.

"I work in the back office pulling clinics and being on reception and during the pandemic they sent people up from the records department but all they could really do was file and pull." Said the second member of staff.

They couldn't necessarily do the job of a receptionist, as they were not trained to do so, so the department would still struggle with some aspects.

"I remember once there was just one person in the back and me on reception for two days, morning and afternoon, because we just did not have anybody and then I couldn't help anyone else.

"It only takes one or two people to be off sick and it's like a domino effect. It all goes down. You used to have one task, you now have three or four. Just because one person is off, it doesn't stop- those things still need to be done." They continued.

In the North West of England, staff absences due to Covid-19 increased by 85% in the week commencing January 2nd 2022.

"It was very difficult. But you do, kind of, step up to the plate. Everyone who has worked throughout the pandemic did step up to a different gear." Said receptionist one.

They went on to share another side of it and how when they, and others, were shielding felt guilty due to the situation.

"We didn't like it because we knew the hospital was on its knees. But we couldn't come in because the guidelines were the guidelines and had to adhere to them"

ESPECIALLY DURING THE PANDEMIC, HAVE YOU EXPERIENCED ANY ABUSE FROM PATIENTS TOWARDS YOURSELVES FOR JUST DOING YOUR JOBS?

"Yes." This was answered simultaneously by the two members of staff.

During the pandemic people hurled abuse at staff due to rule changes that could not be helped.

From changing face coverings and increased waiting times for appointments to the reduction of people in these appointments.

"Historically, people have come to the hospital with partners who worry and are anxious so when they come to the reception, they can be a bit abrupt. We never took that personally, but once the pandemic came in it went to a different level. Partners couldn't be brought in, or family, so that anxiety changed and unfortunately the frontline staff copped it because they are the first people they see." Explained receptionist one.

During this time the NHS staff survey 2021 found that out of nearly 600,000 responses, 14.3% of the staff had experienced at least one incident of physical violence in the previous 12 months.

"It was the case of telling them what they had to do and they didn't like it. The comeback was very aggressive. We ended up having to have somebody stood at the beginning of the clinic saying 'you can't bring your partner in' or 'you've got to wear a mask'.

"The aggressiveness towards the staff, the rudeness, the tones of the voices were horrible."

Unfortunately, this is still the case for them today; it has not stopped.

Additionally, despite the rules changing in regards to wearing face masks in England, hospitals still require patients to wear them as it is a clinical area and this often makes it difficult for staff to be listened to when asking patients to do so.

In the past it was an odd occurrence but it is now described as an almost daily occurrence.

"I have to say this- my staff are absolutely brilliant because they do not rise to it. The clinicians don't rise to it. We could do but we don't, but it doesn't make it right with what happens."