| Burnout |
‘Yeah, there are days I’ll admit that I go home and, and I just cry(…)I’m just like really trying to help them. So now patients are like, ‘well I want everything now’ when you know, unfortunately, they can’t have everything now. Expectation is high. There’s a lot of frustration as well. And I feel their frustration. But I think they feel that because a lot of them didn’t come during COVID with the media saying that ‘oh, well, GP isn’t there’. We were here. We were working, we were here.’—S2S4 Senior Patient Services Coordinator Interview |
| Invisibility and inaccessible support |
‘I felt like I was fighting this kind of invisible wall, it’s like fighting to be heard and screaming so loudly, but no one’s really kind of listening to you. They just kind of like, oh, yeah, they’re fine upstairs. No, we’re actually really struggling(…)After accessing NHS staff therapy)I got a note to file from HR to say, you know, this is kind of fraudulent behaviour. You were accessing therapy during work hours. I didn’t hide anything. There’s literally emails circulating everywhere, posters everywhere, encouraging you to access therapy, but somehow they didn’t link the fact that we were doing therapy during work hours, because where else would I do it? I’m at work 24/7.’—S1S7 Clinical Assistant Interview |
| Impact of facing prejudice |
‘The lady had dementia so she wanted me to speak with her husband, her husband was very rude person. Very. So it was very unpleasant talk, it was pretty bad(…)he wanted to speak with one of my colleagues. He said that he wants to speak with someone ‘professional’(…) on the phone with the team lead he said that she’s supposed to pick better members of her staff, because he didn’t understand my English ‘She was talking to us like a total idiot’.(…)So it’s taken me a while to just get the confidence again in myself to be able to call the people and ask them to book their appointments(…)I was thinking he’s probably right, I cannot speak English good enough.’—S2S8 GP Support Administrator Interview |
