NHS staff in County Durham and Darlington have been threatened with having their homes burned down and spat at.
The warnings of worsening abuse towards NHS staff was revealed as County Durham health bosses updated councillors on efforts to improve care, reduce A&E waits and limit patients in corridors.
County Durham and Darlington NHS Foundation Trust has established a group specifically aimed at addressing patient feedback and complaints around the issue.
But chief executive Steve Russell told Durham County Council’s Adults, Wellbeing and Health Overview and Scrutiny Committee that there was a clear line between frustration and abuse.
(R-L): Gill Hunt, chief nurse; Steve Russell, chief executive; Kelly Angus, deputy chief executive. (Image: THE NORTHERN ECHO)
"The degree of verbal aggression towards our colleagues has got much worse," he told councillors.
Asked whether waiting times were contributing to anger among patients and their families, Mr Russell said: “I think it's definitely a factor that causes huge frustration for patients and families.
“It doesn't matter how long someone has to wait, but there is no excuse for saying to somebody, ‘I'm going to burn your house down’, which is what somebody said.
“I'm finding it very hard to accept that anything would justify that.”
(Image: SARAH CALDECOTT)
Chief nurse Gill Hunt also said some behaviour went beyond frustration.
"We should, as clinicians, understand that people are anxious, upset," she said.
"People react, people are waiting, but there's that and then there's people who feel the need to spit at our staff.”
(Image: Newsquest)
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A presentation from the trust showed complaint volumes remained high, with further work being targeted at key services and recurring themes.
Reducing corridor care one of the trust's nine priorities to address by the end of next year.
Waiting times have also emerged as a source of complaints, with issues relating to waiting and appointments accounting for 21 per cent of complaints since last year.