As a NHS healthcare patient, I have both witnessed and experienced firsthand the profound impact that an unempathic, hardline, dismissive approach towards healthcare from a GP can have on patients.  In many cases, this kind of interaction can discourage patients from seeking necessary medical attention, induce complaints, frustrate surgeries no end; damage reputations; create divisions within the community and on Primary Care Networks (PCNs); negatively affect patients' mental well-being, and ultimately undermine their overall healthcare.

GPs are essential for healthcare however sometimes a vist to the Doctor can fall short of your expectations.  Maybe you have experienced a Doctor who just didn't listen or was overtly dismissive.  Perhaps they made you feel worthless, small; or acted so awful towards you; spoke to you so badly you didn't want to see a Doctor ever again.  It's never about you or your fault however - it's an empathy deficit/issue in the Doctor and this goes way beyond a sole focus on the bio-mechanical model of viewing patients.  If you encounter a Doctor like this, immediately terminate the consult and don't return to the Doctor.  You are vulnerable as a patient going in to a surgery; you deserve respect, time, empathy and consideration from your GP - you are worth your weight in gold.  Remember that.

Common reasons for an empathy 'deficit' in Doctors usually fall under 3 remits:

• The individual themselves, who is just incapable of it due to various interpersonal/psychological reasons - this can be very hard to tackle, despite your best efforts and can be of severe detriment to patient care (see another Doctor in this case and terminate the relationship immediately/report their behaviour);
• The jump from being a medical student to practice, which can induce a clear decline in empathy when entering clinical phases;
• Lack of oversight when in practice - this needs addressing in terms of possibly 'shadowing' or 'walkarounds' of Doctors in practice (especially if frequent complaints have been raised against them) and annual internal/external appaisals/complaints reviews by not only the senior GPs, Practice Management in the surgery but by the ICB/oversight bodies.  Patient Feedback is vital both to the surgery and via online channels.  GP Partners particularly need oversight, away from their surgery (due to possible conflicts of interests/collusion within) so this is something the ICB/CQC/GMC in particular or independent bodies could perhaps address but this is where, you as a patient MUST act and speak as you find.  A contentious GP Partner could perhaps be on a Primary Care Network (PCN) or reside on a Local Medical Committee (LMC) - important roles so oversight is strongly needed as their hardline attitude/policies could also filter around and influence other members (possibly through fear and intimidation) thus ultimately impacting other surgeries/patient care/staff morale within practices and within the community.  Other surgeries/members need to address this, by drawing collective action, before it gets out of hand, impacting a whole primary care network within a regional area, thus fuelling endless patient complaints/tensions.

It only takes 1 bad apple...! 

But YOU, as a patient can help address this pervasive issue, simply by speaking out -

• You MUST raise your concerns/complaints either to the surgery/regional ICB.  Current legislation permits only 1 or the other - you cannot do both.  Search online for contact details. 
• Give feedback for other patients to see - this is crucial.  There are various reporting channels (including online) in order to do this.
• Sign up for PPG meetings in your practice - have your say.   
• If serious enough, and you feel the Doctor is abusive, the regulatory bodies - PHSO, CQC, GMC and Healthwatch, Advocacy Services, Social Services (Adult Safeguarding) etc need informing.

This problem is pervasive and urgent, affecting countless individuals who trust medical professionals with their health.  Patients need compassion and competence from Doctors - both valuable key skills.  We need your expertise and empathic care.

Critics note that focusing purely on the physical mechanics of the human body can sometimes make care feel 'cold', missing the emotional or personal context of a patient's suffering.  A lack of empathy can have devastating consequences in practice, if not addressed.  Examples of empathy deficit in Doctors could lead to:

• Non referrals to secondary care - which can be harmful, possibly resulting in avoidable deaths, a lack of intervention or worsening health issues including inducing psychological/emotional by not being taken seriously;
• Increasingly psychological/emotional issues for the patient out of distress from not being or feeling 'cared' for;
• Promoting around a surgery a 'toxic culture' of showing blatant disregard towards others/staff/patients which other staff members will take on and replicate - this is very poor leadership; 
• Friction within a surgery;
• Frequent staff turnover;
• Possible employment tribunal claims over bullying, constructive/unfair dismissal;
• Maybe refusing to prescribe specific needed medicines, at detriment to a patient - emphasis on needed for 'fear of worse' (this can be actual physical or psychological worsening deterioration of symptoms);
• Anger/frustration in a patient through persistently not feeling heard;
• Complaints;
• Regulatory action;
• Reputational damage to the surgery;
• Legal action

Key UK Studies and Findings - The "Hidden Curriculum" Review (University of Leicester, 2023): A systematic review published in BMC Medical Education analyzed data and found that medical students experience a clear decline in empathy when entering clinical phases. The study Uncovering the “hidden curriculum” that drains medical students' empathy, pointed to an over-emphasis on the biomedical model (treating the body like a machine) as key drivers of emotional desensitization.

Yet healthcare is not just about diagnosing and treating illnesses; it is about the compassionate care of individuals who often find themselves in very vulnerable situations. 

Patients deserve to encounter professionals who are respectful, empathetic, understanding, patient and sensitive to their emotional, psychological needs and physical needs, especially during complex care.

The current training for medical practitioners emphasize clinical skills and technical knowledge, which are undoubtedly essential.  However, the equally crucial aspect of empathic communication and patient interaction can be underrepresented.  Consequently, this gap in training/non later surgery intervention perpetuates a cycle of impersonal, rigid care that often disregards the psychosocial aspects of patient treatment.

To bridge this gap, I am urging medical schools and health institutions to enhance their training programs by incorporating comprehensive empathy and communication courses as fundamental components of their curriculum. Additionally, we must constantly advocate for continuous professional development in these areas for practicing Doctors when in practice through work based appraisals; taking on board patient complaints; continuous professional training; feedback from patients; oversight; targeted intervention (if necessary), that actively engage Doctors in real-world scenarios requiring empathetic patient interactions.

For GP surgeries, this might be useful for GPs - some current training providers in empathy are:

• C&C Empathy Training (CCET) Ltd;
• Half day courses such as 'Evidence-based empathy skills for healthcare practitioners' (online) - search online for courses available;
• Advanced Communication Skills Training (ACST) - online and in person;
• NHS Approved Training: A Journey Through Empathy and Emotional Awareness in Communication (online);
• Care Learning (free courses online);
• Maudsley Learning (Mental Health Training, online and in person)

These could be suggested to your surgery in terms of PPG meetings; patient feedback, complaints.  Doctors who struggle with empathy or are under persistent complaints should attend/sign up for these courses or be made to by the surgery in which they practice on, as and where necessary.  There is clearly an issue if there are persistent complaints.

Practice Managers, on receipt of complaints, should look for 'themes' within complaints to identify recurring patterns - this will signpost them to help address issues within the Doctor.  They may have to report independently, away from the surgery, if they fear losing their job by raising concerns internally.

Furthermore, implementing empathy-oriented evaluations into existing assessment frameworks can help ensure that practitioners genuinely value and practice empathetic care throughout their careers.  Considering that empathetic communication significantly improves patient satisfaction, compliance, and health outcomes, investing in such training is not just beneficial for patients, but for the healthcare system as a whole.

If you have an empathic Doctor, you will know.

Key Empathy Traits:

• Deep listening: Doctors focus completely on what a patient says without judging, over-talking, being dismissive or interrupting.
• Perspective-taking: They can step out of their own view and imagine how another person feels or thinks.
• Emotional mirroring: A Doctor physically or emotionally feel a reflection of what others around them are experiencing (such as tearing up at a sad story).
• High intuition: Doctors pick up easily on subtle nonverbal cues, body language, and changes in room energy.
• Compassionate action: Doctors should feel a strong, natural drive to help people who are hurting or stressed.

An Empathic Doctor will:

• demonstrate excellent listening ability;
• be patient;
• will make you feel; understood/respected;
• not interrupt you when you are talking/try to force agendas;
• not make you feel rushed/coerced;
• take their time with you;
• make you feel heard;
• will take detailed accounts of your issues/symptoms;
• have a good bedside manner and not be offensive;
• be professional, kind and not engage in any unprofessional conduct whatsoever

Sign and share this petition to demand an institutional commitment to train Doctors who not only treat diseases but also care for the people who suffer from them. Together, we can reshape the healthcare experience into one that is as compassionate as it is competent.

Remember, sometimes a Doctor doesn't want to face their own issues so they take it out on others in GP, mis-using their position of power - it's never about you.  

Please sign and share this petition to show your support for empathetic healthcare as a continuum.