I reported for my afternoon shift at one of the country’s largest government hospitals, which ran from 2:45 pm to 10:00 pm. Shortly after arriving, I began attending to patients, with my first consultation in P3-room 12 commencing at approximately 2:50 pm. After seeing my third patient, queue number 8105, I briefly stepped away around 3:10 pm to use the restroom.
Upon my return, a patient intercepted me at the doorway, urgently requesting immediate attention due to dizziness. I explained the protocols of our P3-priority area, where patients are seen in sequence based on their queue number. This particular patient, holding queue number 8109, was advised of an estimated wait of about an hour and ten minutes. I suggested that he speak with the triage nurse to potentially expedite his case to the priority-2 (P2) area if his condition warranted quicker intervention. This exchange occurred in the presence of other patients waiting outside room 12.
Despite my instructions, the patient persisted, following me into the room and inquiring if I was refusing to see him. I reassured him that no patient is refused care but reiterated the procedure and the role of the triage nurse in adjusting priority levels. Instead of proceeding to triage, he demanded my identification, to which I responded by showing him my ID badge. I then proceeded to call the next patient in line, number 8106.
Understanding and Addressing Patient Behavior
I proceeded to call the next patient in line, number 8106. However, the man continued to insist that he should be seen immediately, urging me to skip the next three patients in line—even though his queue number was 8109.
I repeatedly advised him to visit the triage so that he could be promptly taken to the trolley area of P2 for immediate attention.
The patient reached for his cellphone, prompting me to politely remind him of the hospital’s strict policy prohibiting the taking of photographs or videos within the premises. I explained that this rule is in place to protect the privacy and dignity of patients and staff, as well as to maintain a professional and secure environment. To reinforce my point, I directed his attention to a poster prominently displayed on the wall, which clearly outlined the hospital’s regulations on photography and videography.
Authority from the Past: Managing Expectations of a Former Police Chief
Despite my explanation, the patient displayed resistance and insisted on using his phone. I firmly but respectfully informed him that if he persisted in violating hospital policy, I would have no choice but to escalate the matter by involving security personnel or contacting the police. This remark seemed to provoke the patient further, as he arrogantly declared, “I am the Police. I am the head of the Police.”
This statement caught me off guard. At the back of my mind, I wondered why someone claiming to hold such a high-ranking position would exhibit this kind of behavior, which was both dismissive of the hospital’s rules and disruptive to the environment. Seeking to defuse the situation, I calmly reiterated the importance of adhering to the hospital’s policies and chose not to engage further in his challenge.
“I am the Police. I am the head of the Police.”
Patient accompanying
At the triage, I immediately approached the nursing staff and informed them to direct the patient to the P2 area for further evaluation. The patient was subsequently brought to the P2-trolley area, where he was seen and assessed by Dr. Sumile.
During this time, I learned that the patient was not the current head of the police, as he had implied earlier, but rather a former head from several years ago. This revelation helped contextualize his earlier behavior, which seemed to stem from a combination of entitlement and frustration. Understanding this, I remained focused on ensuring he received the necessary medical attention without further escalation. I calmly led him to the triage area to prioritize his care, despite the tension in our earlier interaction.
However, I cannot deny the unease I felt during those moments. The patient’s imposing stature—being tall and physically large—added an intimidating factor to the situation. His commanding tone and demeanor left me trembling internally, even though I made every effort to maintain a calm and professional exterior. I hope my fear was not evident on my face or in my actions, as I remained determined to handle the situation with composure.
To add to the challenge, the incident occurred in front of the clinic, where other patients and their companions witnessed and overheard our exchange. This added an extra layer of pressure, as it was crucial to resolve the situation without causing unnecessary alarm or disruption to others.
Reflecting on this experience, I recognize the importance of maintaining professionalism and adhering to established protocols, regardless of a patient’s perceived status or attitude. It was a reminder of the need for empathy, patience, and effective communication, even in the face of challenging or intimidating circumstances. Despite my initial fear, I take solace in knowing that I was able to de-escalate the situation and ensure the patient received the care he required.
Unexpected Actions: When Patient Interactions Take a Surprising Turn
Shortly after being seen, the patient returned to thank me but also expressed his intent to lodge a complaint. He remarked, “Thank you, doctor, for putting me inside the trolley area. But I will still complain about you for kicking me out of your room.” Choosing not to engage further and aware of the many patients still needing my attention, I remained silent and allowed him to proceed to the x-ray area managed by Dr. Sumile, located away from the P3 area. Privately, I hoped his complaint might highlight to the administration the understaffing in our area and the need for more ER physicians.
After seeing patient number 8106, I promptly reported the incident to Dr. Victorico, our Senior Medical Officer, and also informed my Head of Department via WhatsApp. I continued my duties uninterrupted for the remainder of my shift. However, before my shift concluded, I received an unexpected call from the Central Police Station instructing me to give a statement about a complaint made against me.
The officer, who struggled with English, conveyed that the complaint involved an accusation of physical assault—a notion that bewildered me due to the public and straightforward nature of our interaction.
Please come to the police station, doctor, to provide a statement. An assault complaint has been filed against you.
Police Officer
I had expected that any complaint would be directed to the hospital administration, not escalated to the police. The affidavit shockingly accused me of physically manhandling him, alleging that I had grabbed him by the collar, lifted him with both arms, and forcibly pushed him out of the room. The use of the Malay word “tulak” to describe the action added to the absurdity of the claim, especially considering the stark difference in our sizes.
Facing Serious Allegations: A Visit to the Police Station
Following my demanding shift, I arrived at the police station around 10:30 pm, facing serious allegations of physically assaulting a patient, an incident allegedly witnessed by his wife. Despite the exhaustion from a long day of attending to numerous patients, the gravity of the accusations, especially considering the complainant’s background as a former Police Chief, filled me with a deep sense of dread.
The prospect of being subjected to a 4-point restraint—a protocol involving handcuffing both wrists and ankles—heightened my anxiety, making me fear how my family would cope with this news.
As I waited at the station, it was clear from the flurry of activity, including meetings among about four personnel and multiple phone calls, that a significant discussion was underway. Despite my fatigue and sleepiness, I found solace in prayer, hoping for a favorable resolution.
Eventually, I was escorted to a closed room where a female police officer took my statement. I stressed the lack of any physical confrontation and noted the multiple witnesses present during the incident, arguing against the plausibility of the claims.
After clarifying the situation and providing my statement, I left the station around 2 AM. I was physically drained but mentally resolute, secure in my adherence to hospital protocols and my conduct. Grateful to have been spared further ordeal, I reflected on the day’s events, thankful for the protection I felt in a foreign land.
Subsequently, I consulted with Dr. Victorico and the Chief of Hospital to discuss the appropriate procedural responses for handling such complaints in the future.
(Note: The names and certain details mentioned have been altered to protect the privacy of individuals and maintain confidentiality.)
