At around 12:30 PM, just as I finished discharging patient #6043, a heavily built man abruptly entered the clinic. “When will you see my patient?” he demanded, handing me queue ticket #6049.
Maintaining my composure, I calmly explained, “Sir, I’ve just completed #6043. The next in line is #6044, as we are attending to patients in order of their queue numbers. However, you may speak with the triage nurse to up-triage your patient to the Priority-2 (P2) area if necessary.”
This approach is our standard protocol to defuse tension and avoid unnecessary complaints or escalations to administration and higher authorities, especially when patients become bored or impatient due to long waiting times in the Emergency Room P3 area.
This area typically handles minor illnesses that could often be addressed at local clinics or designated healthcare centers closer to the patients’ residences. However, many still choose to visit this major government hospital, adding to the volume and wait times.
The Growing Anxiety and Past Memories
He appeared either unwilling or unable to grasp my explanation, choosing instead to persistently demand that I call the next patient immediately. His tone carried a sense of authority, as if he were attempting to dictate the process, effectively bypassing those ahead of him in line.
Suppressing the anxiety bubbling within me, I maintained my composure and firmly pressed the button to summon patient #6044, determined to proceed with professionalism despite the mounting tension.
In that moment, memories of a similar incident from a few years ago resurfaced—a deeply unsettling experience that left a lasting mark. My hands began to tremble as I struggled to push past the fear of reliving such a confrontation. I was determined to avoid a repeat of that ordeal.
(For reference, see the incident described in the link provided below.)
Also Read: Challenges and Accusations Faced by Healthcare Professionals
Unyielding Demands and Frustration
Within moments, he loudly proclaimed, “There’s no one there!” and began questioning patients in the waiting area about their numbers. Frustrated, he demanded once more, “Call the next number!”
Remaining calm, I explained, “Sir, we need to allow some time for the next patient to arrive.” Based on experience, calling the next number too quickly often results in overlapping patients. Sometimes the previously called patient shows up late, creating a situation where two patients are in the clinic at once.
This happens often—patients might step away to the far end of the hallway, use the restroom, visit the canteen, or even head to the parking area. Allowing a brief window ensures a smoother flow and prevents unnecessary confusion.
He then turned his anger towards the facility. “Why is there only one doctor in this emergency room? Why are the other rooms empty? Where are the other doctors?”
His barrage of questions came rapidly and angrily, making it difficult to fully grasp or respond to everything.
I explained briefly, “This is the P3 area, which operates with one doctor, but there are other emergency department zones.”
Seeking Help from the SMO, Consultant/ Escalating Tensions
Within a minute or two, patient #6044 finally entered the room.
However, the man, who I later learned was the husband of patient #6049, refused to leave. At this point, I decided to seek help from my SMO. Trembling—perhaps from fear, frustration, or even hypoglycemia, as I hadn’t taken a break yet—I dialed 6118. My senior Medical Officer answered, and I relayed the situation to him. He directed me to contact our duty consultant in the Isolation area.
Unfortunately, when I called, I was informed that our consultant was attending to a resuscitation case. Meanwhile, the man remained inside the room, refusing to leave, and I couldn’t close the door for privacy. Patient #6044, a female, was still waiting patiently to be seen, though I could sense her frustration mirroring my own.
A Prayer for Strength
I was hanging by a thread, barely restraining myself from snapping at the man. My training as an S1 intelligence officer during my Citizen Army Training (CAT) in secondary school taught me how to project authority with a commanding voice, but I knew this wasn’t the time to raise it.
Instead, I uttered a quick prayer in my mind, asking for strength to manage my temper and handle the situation with grace, despite this arrogant local’s provocations.
Maintaining Professionalism Amid Provocations
Turning back to the man, I politely requested privacy so I could proceed with patient #6044’s consultation. Instead, he responded aggressively, “Who are you? Are you Malay?”
“Who are you? Are you Malay?”
Accompanying to patient #6044
“No, sir,” I replied quickly.
“Where are you from? Do you know who I am? I can call someone and have you out of work right now,” he continued. “If you want to stay here, you work hard and stop being lazy.”
He spoke with such hostility that I stopped trying to recall his words—it was clear reasoning with him was futile. To avoid escalating the situation, I gestured to patient #6044, signaling them to wait. Then I addressed the man calmly, “I’ll look for my Senior Medical Officer (SMO), sir,” and left the room.
I headed to the P2 non-Isolation area, where I saw my senior Medical Officer attending to another patient. I then proceeded to the front counter, where I found my HOD and described my predicament. Understanding the urgency, she reassured me, “Okay, go back there. I’ll put on PPE and follow you shortly.”
Pushing Through the Fatigue
I admitted to my HOD that my hands were still shaking—likely a mix of fear, anger at the mistreatment, and the effects of skipping lunch. She advised me to see the patient in another room while she prepared to assist.
In my mind, I couldn’t help but think, Didn’t you hear me? I’m shaking because of a mix of fear, anger, and the maximum humiliation of being belittled by a local—not to mention I haven’t had lunch yet. And now you want me to go back there, just to appease your countryman?
Still, I followed her instructions, my hands trembling as I prayed it wasn’t due to hypoglycemia. The trembling in my feet only added to my unease, but I pressed on, trying to maintain composure despite the overwhelming situation.
I moved to Room 12 and resumed seeing patient #6044, apologizing for the delay caused by the earlier commotion.
At the time of the incident, I had been working in this place for seven years. While such situations were rare, there were isolated cases of patients or companions displaying arrogance and demanding special treatment.
Occasionally, we encountered individuals unwilling to wait their turn, despite the triage system assigning them to the P3 area for non-urgent cases. Unfortunately, these instances also highlighted how expatriate doctors were sometimes subjected to disrespect or bullying.
As the clock approached 2 PM, I found myself counting the hours until the 3 PM shift change. Holding my composure, I reminded myself that the end of the day was near, and soon I could rest at home.
The Emotional Toll of Disrespect
However, the man’s words lingered in my mind: “Where are you from? Do you know who I am? I can call someone and have you out of work right now. If you want to stay here, you work hard and stop being lazy.”
His tone dripped with entitlement and arrogance, a stark reminder of the challenges faced by many professionals who dedicate their lives to serving others. This kind of behavior reflects not only a lack of respect but also an attempt to intimidate and assert dominance over someone simply doing their job.
“Where are you from? Do you know who I am? I can call someone and have you out of work right now. If you want to stay here, you work hard and stop being lazy.”
Accompanying to patient #6044
It’s unprofessional, inconsiderate, and utterly dismissive of the tireless efforts that medical professionals put in day after day, often under immense pressure and with minimal breaks. Comments like these don’t just sting—they erode morale, making an already demanding environment even harder to endure.
Still, I reminded myself of my strength. I’ve always believed in resilience, in holding my head high despite the storms around me. As I tell my kids back home, “Your dad has a ball of steel.” It’s not just about physical endurance or the ability to keep going—it’s about emotional fortitude, the kind that allows you to stand firm, even when faced with arrogance and belittlement. I want them to grow up with that same unshakable inner strength, to face life with courage and grace. And in moments like this, I find myself not just enduring for me but for them—to be the example they deserve, no matter how hard the day has been.
The Day Finally Ends
By 3:30 PM, I finally made it home, every muscle in my body weighed down by exhaustion from the day’s turmoil. I sank into my favorite sofa, the one spot in the world where I felt a fleeting sense of peace, and let out a deep breath I hadn’t realized I was holding. The echoes of harsh words and relentless demands still lingered in my mind, gnawing at my spirit, but I tried to push them aside.
I reached for a happy memory—a small, comforting fragment of joy from better days—to soothe the raw ache in my heart, a salve for both the emotional and physical wounds I carried. Whispering a quiet prayer, I asked for strength, not just for tomorrow but for the courage to keep showing up, even when it felt too much to bear. Somewhere between those prayers and the heavy weight of exhaustion, I drifted into sleep, finding solace in the quiet hum of home and the hope that tomorrow would be kinder.
(Note: The names and certain details mentioned have been altered to protect the privacy of individuals and maintain confidentiality.)
