Such as: I’m hurt and you don’t provide painkillers
or I’m waiting and you don’t tell me the reason why
And this is fundamental.
Even if it has to be 30, 40, 50 times a day,
the health care personnel must inform the patient,
why there is a waiting queue, why it is… – bottom line,
the reason for someone being here should not be downplayed.
A patient who has been waiting here for five-six hours
about a 15-year old back-pain,
for him, it is important, it is an emergency.
However, it is a relative emergency, not a vital one.
So when he has been waiting for 5 hours and another patient
passes in front of him to go and see a doctor,
the former has a high chance to get angry, violent,
or even to take action since he does not understand:
I’ve been waiting for five hours
he just came in and comes first?
And that’s very difficult to manage, because it happens every day
and one has to explain to these people that we are
precisely in an emergency service, and an emergency service
is about emergencies.
And a 15-year old back-pain, even though the reason for the patient
to be here should not be minimized,
will not have priority over a road-accidented person
or a heart attack.
It is tough on a daily basis since we are not confronted with this,
not used to manage this violence, the relatives, the family,
who are all potentially aggressive people
because there is fear.
One does not go to the Emergency Service on a daily basis
and this creates fear and latent aggressiveness
which is very complicated to handle.
It is highly complex because we are not trained accordingly,
and that those are the actual experience-based skills of Emergency Services.
One does not learn to manage this violence,
but by working at the sorting of patient
by doing months and months of patient sorting, after years
we finally get, not to manage this violence,
but at least to live with it,
and act with as much humanity as possible in the reception of people,
which is, I want to recall it, the first step of a treatment,
Thanks