"Why don't you take care of it, ask it all the time?", The mother of the child hit the table, cursing at my face.

She continued to repeat that sentence as I tried to explain why I had to ask about the baby. At the door of the clinic, another girl, probably a family member, took her phone to film.

The baby had a high fever, took the medicine at home. I have to ask for details about the disease and the medicine taken because if it's unclear what medicine, how much, and when, the use of more antipyretic drugs is in danger of an overdose, which can lead to acute liver failure. The mother did not listen, cursing at me for refusing to lower her fever. She continued to threaten both the doctor and the nurse.

I felt very heavy but tried to suppress my emotions, inviting her and her husband in, asking her husband to take her outside so I could explain it to her. That the child should not be given extra medicine because he used twice the usual dose, then instructed family members to clean the baby and re-examine after 30 minutes.

It was a situation when I was on duty at the Emergency Room Filter Department of Children's Hospital, Ho Chi Minh City a few years ago. This is a room to quickly assess patients to decide whether children really need emergency care or not, the purpose is to avoid overloading the Emergency Department - where it is necessary to focus all resources to quickly handle schools. heavy case. Each night has two sessions, each session a doctor. From 10 pm until 7 am, we receive 100 to 150 patients. Because there is only one clinic in the night, doctors and nurses both examine and treat patients, and have to quickly glance at patients waiting to be able to detect cases of true emergency.

Another day, about one o'clock in the morning, the man took his child to the Emergency Medicine Filter Room, asking the doctor to examine him immediately in a harsh voice. There are more than 10 other patients in the queue. My colleague took a quick check and told the father that the child didn't show any signs of emergency so wait for his turn. The father did not agree to wait, loudly cursed him "medical examination for money", "no medical ethics", and then threatened to "publish newspaper". The doctor was upset, chasing his father out. He challenged the doctor "come out here and duel." Fortunately, the guard ran to intervene in time.

With many doctors in Vietnam, perhaps the story I told is not strange. You can find one or more similar stories in the newspaper last week. I think there are three causes coming from three sides: the medical industry, the sick family and the community.

On the medical side, I admit that the communication and attitude of health workers who have long been complained of by people is something that needs improvement. But it is not easy for many health workers when they have to work hard at a time when people need to sleep with a number of illnesses and other stresses. Some hospitals have invited famous experts on communication skills training for physicians and doctors. But experts are mostly outsiders, have not experienced the work pressure in the industry, have not experienced the atmosphere of a night shift and are also unlikely to have experienced the reality when meeting relatives who have overreacted. Therefore, training effectiveness is not clear.

In addition, professional errors, weak health system infrastructure, cramped and overloaded facilities, inadequate layout of rooms, complicated instructions, and few utility services are the causes. The feelings of patients and family members become negative.

For their part, patients and their relatives mostly do not have proper knowledge about the disease as well as basic and basic care at home. From my experience, of the number of children who come to check in at Children's Hospital I, only about 5% need to be admitted to the hospital, up to 2% of those patients need true emergency, about 20% need to stay behind to follow. After that, the rest was not dangerous so I could wait until the morning to go see the doctor as usual. About half of the patients were taken to the hospital because their relatives did not know how to take care of sick children, they had fever, cough, or diarrhea 1 or 2 times took their children to the hospital, contributing to the overload. .

In contrast, there are also cases where family members who rely on "Google doctors", self-treat at home, do not recognize severe signs for timely examination. I used to be examined by a parent but did not cooperate, just read information online and asked or threatened the doctor to follow. Some cases progressed seriously but relatives expected too much, always thinking that any disease would be over if they went to a large hospital, thus leading to violence against health workers when their relatives did not recover.

Lining culture is also an important factor. Most Vietnamese do not have the habit of queuing, so when they wait to see the doctor, they get frustrated easily. On the night of the hospital, the hospital had only one reception room and no good support system like the day, they tended to be less compliant with the order of the examination, often people rushed to ask for first examination.

From the community side, social media can contribute to increasing the risk of violence against health workers. The rapid sharing of negative, or thought negative, events of the medical industry without clear understanding or inadequate professional knowledge increases hostility towards health workers. There are events that occur only in an individual, a facility but are considered common manifestations of the whole industry.

Some people go to hospitals often feel bad because of prejudices from their own previous experience when interacting with others, or by retelling, due to the impact of social networks and media. Negative information is always spread and longer.

Certainly the medical industry needs to improve more on a large scale, this is what many people have said. As for each hospital, make a commitment to "do not accept violence" as shown by clear rules of conduct that apply to both staff and patients. At the same time, implementing measures to help create a safe working environment, such as appropriate personnel arrangement during peak hours, installation of camera systems to record violent situations and timely handling of law. . The readiness of security guards at "hot spots" is also a positive measure.

Health professionals should encourage employees to report all levels of violence. The reality is that employees rarely report verbal offenses, but encouraging reporting helps leaders see the true extent of the problem and take appropriate solutions.

Hospitals also need to be reorganized to help prevent violence, such as providing a comfortable waiting area with additional facilities to help relatives wait restless, such as drinking water, television, books and newspapers; enable them to observe health workers at work; strengthen information on the delayed provision of health care services. All can reduce misunderstandings and tension between the two sides. The current transition to compulsory financial autonomy will lead hospitals to improve in all aspects, including the attitude and quality of service that can attract more patients. than.

Having done medicine, we do not want to hurt the sick, just like our relatives want their family to be well. Why don't we behave more civilized than the clinic so that we can all benefit?

Pham Minh Triet