Podcast – Practice Index – Abusive patients

This week's episode is focused on tackling abuse in general practice and features insights from our esteemed guest, Mike Neville, brought to you in partnership with Practice Index. Mike is not only a panel member but also holds the positions of LMC Manager Rep, and North West England Regional Rep for the IGM. During the discussion Mike discusses his journey into the role of a practice manager and shares his thoughts around abusive incidents within healthcare practices. Mike sheds light on the pivotal role that support has played in moving general practice towards progress. Furthermore, he elaborates on the strategies he has implemented to curtail instances of abuse, and offers his perspective on how this issue can be enhanced in the future. Mike provides valuable insights into the factors that have had the most substantial impact, outlining his thoughts on managing patients who exhibit abusive behaviour. Mike also shares his recommendations for how you can support your staff and the importance of effective communication within your network.

Introduction (0:09)

How did you get into being a Practice Manager? (1:01)

Types of abuse experienced.. (2:02)

Face to face & online abuse.. (3:22)

Physical abuse.. (4:45)

Incidents acting as a catalyst for action.. (6:10)

Local approach to tackling abuse.. (7:24)

Zero tolerance.. (9:28)

Prevention is better than cure.. (13:05)

How does the zero tolerance policy work? (14:39)

What implications have made the most difference? (16:31)

The roles staff have to play.. (19:21)

Resources Mike recommends.. (21:49)

Getting in touch with Mike.. (23:39)

Contact Mike via twitter 'miken231' or contact Mike via email here.

For all enquiries about the Ockham podcast, please contact Ben Gowland here.