When a Longtime Patient Exhibits Potentially Dangerous Behavior, This Doctor Has a Difficult Choice to Make

“GOOD MORNING, HANK — and how are you today?” Jenny, the receptionist, said to the next patient as he walked in.

“About as good as can be expected. Here for one of my visits — not sure if it’s the prescription one or the diabetes one,” Hank grumbled.

“You’ve always been so good about coming in regularly for your appointments — we’ll get you all taken care of,” Jenny said brightly.

Angie, the technician, heard Jenny and pulled up Hank’s chart to review prior to taking him back. She made a mental note that pretesting needed to include retinal photos.

“Hank?” Angie said into the waiting area. Hank stood up and Angie stepped back — she had a small frame — he towered over her by at least a foot!

As they reached the pretest area, Angie gave Hank a gesture to sit in a specific chair. “We’ve
gotten this new retinal imaging instrument since you were in last, but the process is the same — if you could please place your chin on the chinrest and tilt forward until your forehead touches the bar.” Angie continued, “The instrument will come close and may touch your brow, but it won’t touch your eye.”

Hank followed her directions but abruptly leaned back, “I do not like this machine. It is touching my eye!”

“You’re doing great, Hank! It may touch your eyebrow, but I can assure you that it will not touch your eye,” Angie reiterated. “Let’s try again — I know Dr. Hogan would love for these images to be taken before she sees you.”

Hesitantly, Hank tried again but as soon as the instrument brushed his eyebrow, and before Angie could react, he jerked back, stood up, shoved her on her forehead with his hand, and blurted, “How do you like it?!?”

Shocked, Angie stumbled backwards, took a deep breath and mumbled, “There’s no need to get physical. Please stay seated, I will go get the doctor now.”

Tears fell from Angie’s face as she reached Dr. Hogan’s desk and quietly explained what happened. “Oh my! I’m so sorry this has happened!” Dr. Hogan exclaimed, “I will go speak to the patient right now!”

Dr. Hogan approached Hank, “Hello Hank, did you put your hands on my employee?”

In a flat, non-apologetic tone, Hank responded, “I did. It was wrong. I’m sorry.”

“I understand.” Dr. Hogan continued, “Hank, to protect this office and my staff, I must call the police. Please stay seated here until they arrive.”

Dr. Hogan called the police to report the incident. An officer arrived and statements were taken.

The officer addressed Hank, “Sir, I am issuing you a no trespass order — if you knowingly enter this business or occupy the premises of the property of any kind, it will result in your immediate arrest.”

Hank tried to interrupt, “I have been coming here for years…” But the officer concluded, “Do you understand?”

Despondently, Hank sighed, “Yes, I understand.”

The officer escorted Hank to his vehicle and the staff all breathed a sigh of relief.

Cynthia B.
Wyoming, MN

Even though I would hate to call the police on a patient, I think it was the right decision. There needs to be a police record if his behavior escalates.

Daniel A.
Port Saint Lucie, FL

I would have had the patient apologize directly to the employee. Then I would have informed him/her that such an egregious act, if ever repeated in any form or manner, will be prosecuted as battery. I would only make this decision if the patient’s behavior was only a shock to the employee and did not physically hurt them.

Alicia V.
Oakland, CA

I wouldn’t have called the cops on the patient. He said to the tech that he was uncomfortable taking a retina picture. I would have let the doctor know and moved on. It’s not worth losing a long-term patient.

Jill C.
Port Orchard, WA

Hank definitely crossed the line in what is acceptable and appropriate by breaking the employee’s personal space and laying his hands on her. There is never a situation where this would be acceptable or tolerated under any circumstance.
It is the duty, and responsibility, of not only the doctor, but of management as well, to protect their employees at all costs.

As a manager, I have released patients for inappropriate behavior. I can honestly say that I have never experienced a patient becoming “physical” with a fellow employee.

Was it warranted for the doctor to call the police? I feel that we would all agree that it was. Is that what I would have done, faced with the same situation? If that was the desire of the employee, yes, I would not have hesitated. If the employee did not feel that the police needed to be involved, I would have immediately released the patient from the practice, and made it very clear how inappropriate, offensive, and intolerable his behavior was.