Bass Coast healthcare workers facing abuse from COVID-19 deniers

Healthcare workers are cutting their hours and taking sick leave amid worsening patient behaviour, with police call outs and hardworking staff reduced to tears.

Wonthaggi Medical Group practice manager Gayle Bloch and business manager Cameron Pepper outside of the clinic. Picture: Brooke Grebert-Craig

Healthcare workers are being abused up to six times per day from disgruntled patients refusing to follow simple COVID-19 rules.

Staff at one Bass Coast clinic said many patients would not wear a mask, which is mandatory in the respiratory clinic, while others complain about answering basic COVID-19 screening questions.

Wonthaggi Medical Group business manager Cameron Pepper said if he hadn’t seen the abuse, he wouldn’t believe it.

He said workers from across Wonthaggi, Grantville and Inverloch clinics were being so disrespected, threatened, physically intimidated and belittled by patients that some have reduced their hours or taken sick leave.

“By 8.30am, our team leader who started at 8.15am, had already dealt with two abusive patients,” he said.

“She is wonderful at her job and dedicated to our practice so if we were to lose her, it would be devastating”.

Healthcare worker Kate said she had been reduced to tears during her shifts.

“There have been times where it’s too much,” she said.

“When you have multiple patients not wanting to help the situation it’s overwhelming.”

The 25-year-old said the clinic was supportive, allowing rotations with other staff members.

“We are pretty understanding and we have a good team in reception,” she said.

“If someone is feeling overwhelmed we just swap out and take 15 minutes to debrief.”

Korumburra Medical Centre practice manager Donna Smith said her team was depleted.

“They are not the bubbly selves they normally are,” she said.

“You can just see that they are tired and have had enough.”

Ms Smith also said the centre was not as “calm and collected” as it used to be.

“It’s a doghouse sometimes,” she said.

“It can be mayhem.”

Posters outside Wonthaggi Medical Group calling for patients to be respectful towards workers. Picture: Brooke Grebert-Craig

Workers told The Bass Coast News they had been accused of “not caring” about the elderly and told they “don’t know” how to do their job.

Wonthaggi Medical Group practice manager Gayle Bloch said she was forced to call police on a patient she feared would physically abuse her.

“The person involved was told they were not able to get what they requested on that day,” she said.

“I was trying to find a reasonable solution to help them out,” she said.

Ms Bloch said she stepped back into the foyer when she was confronted because she didn’t feel safe out in the open.

“He paced around in front of the building,” she said.

“I was actually surprised that he didn’t hit me that day,” she said.

While most patients are understanding, Ms Bloch said the abuse is coming from people of different demographics.

“I think people are getting complacent saying there is no COVID-19 here,” she said.

“But we are still spreading other respiratory illnesses that leave the community vulnerable.”

She said the attacks, that vary from laughing and eye rolling to swearing and yelling, needed to stop.

“We aren’t preventing them from getting health care, we are helping them,” she said.

“So why do people think they can be disrespectful to healthcare workers?”

Gippsland Primary Health Network said it was important all workers felt safe in their workplace.

The federally funded primary health care organisation created posters for clinics to splash outside their premises, calling for patients to be respectful towards workers.

Chief executive officer Amanda Proposch said safe pandemic practices must be followed.

“Sometimes it might take a little longer or be a small inconvenience to adhere to these safe

COVID-19 practices,” she said.

“It is how we all keep each other safe, particularly those most vulnerable and at

risk.”

Ms Proposch asked the community to be patient and kind.

“Healthcare workers are doing all that they can to provide care to their communities and

keep you safe,” she said.

“Kindness can make the world of difference to health care workers on the frontline.”

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