NZNO delegate and Rotorua Hospital Emergency Department associate clinical nurse manager Lyn Logan at the mega-strike in Rotorua on October 23. Photo / Megan Wilson
A Rotorua Hospital nurse who has been verbally abused at work says frontline staff are “often” shouted and sworn at during long wait times in the Emergency Department.
New Zealand Nurses Organisation (NZNO) delegate and Rotorua Hospital Emergency Department associate clinical nurse manager Lyn Logan said her decision to take strike action this year stemmed from concerns about workplace assaults and the “broader challenges” within the health system.
“Adequate” resources and improved access to GPs, urgent care, or emergency departments would “likely reduce instances of aggression”, she told the Rotorua Daily Post.
“With improved safe staffing levels, healthcare professionals could offer timely care, mitigating frustration caused by long waits, discomfort, and feelings of neglect among patients.”
Figures obtained under the Official Information Act from Health New Zealand Te Whatu Ora showed 455 verbal assaults were recorded on health staff between January 1, 2024, and September 30, 2025, at Rotorua and Taupō Hospitals.
This included 168 at security, 109 at facilities staff, and 65 in Rotorua Hospital’s Emergency Department.
During the same period, 140 physical assaults were recorded on health staff, 59 of which happened in Rotorua Hospital’s acute mental health unit.
At Tauranga and Whakatāne Hospitals, 477 verbal assaults were recorded on health staff during the same period, including 80 in Tauranga Hospital’s Emergency Department.
There were 467 recorded physical assaults on Tauranga and Whakatāne Hospital health staff.
Sixty-five assaults happened in Tauranga Hospital’s acute mental health inpatient unit Te Whare Maiangiangi, and 61 assaults in Tauranga Hospital’s Emergency Department.
Fifty assaults required medical intervention for injuries, including bruising, abrasions, bites, sprains/strains, concussion and dislocation.
Logan said she had encountered verbal abuse at work, for example, when someone called and she was unable to give information over the phone for privacy reasons.
She said triage was particularly susceptible due to its “high-pressure” environment.
“When the ED is busy and wait times are extended - sometimes up to six hours – patients may understandably feel frustrated and upset.
“Unfortunately, frontline staff are often subjected to shouting or swearing as a result.”
Logan said staff had received training on de-escalation techniques.
The hospital’s security team and attendants helped if necessary.
She said a “significant portion” of verbal abuse was unreported, partly due to the “limited time available” for reporting incidents due to demanding workloads.
“Unfortunately, such abuse has become an accepted aspect of working in emergency departments.”
In response to Logan’s comments, Health NZ Lakes group director of operations hospital and specialist services Alan Wilson said abuse towards healthcare staff was unacceptable and he was sorry to hear of her experience.
“Our frontline teams come to work every day to care for others – they should never face verbal abuse or physical threats while doing so.”
While not every incident could be prevented, EDs had robust processes to manage risks, protect staff and patients, and prevent escalation.
Wilson said violence and aggression toward healthcare workers “reflect broader societal challenges, but we take our responsibility to provide a safe environment for staff, patients, and visitors seriously”.
He said more than 3800 people across Health NZ worked to strengthen health and safety systems.
Wilson said all incidents were investigated to ensure staff were supported, risks were reduced, and improvements were made.
Clinicians used a “patient-centred approach” to understand the cause and provide care when aggression was unintentional, he said.
“Intentional acts of violence are reported to police, and trespass notices may be issued where appropriate.”
In the past two years, the Government’s $31 million, four-year investment in ED security had increased guard capacity, delivered more than 20,000 hours of extra violence-reduction training, and strengthened national standards for hospital security.
A workplan had also been developed, which included risk assessment tools for staff who working in “high-risk settings” – for example, working alone – and reviewing facility design to improve safety, including modifications to waiting areas or placement of duress alarms.
It also included communicating its position on violence and aggression to visitors and patients and encouraging staff to remove themselves from situations where they felt unsafe.
Documents received under the Official Information Act from Health NZ said hospitals could be challenging environments where patients were sometimes cognitively impaired, impacted by substance/alcohol abuse, or coping with the initial impact of an acute injury.
“This can often affect their judgment and demeanour, resulting in unpredictable behaviour.”
The “majority” of aggression incidents were deemed to be without intent. Of thousands of patients, “very few result in any violent interaction”.
“We understand the importance of providing a secure environment for everyone in our care, and our patients and visitors can rest assured that their safety and wellbeing is a top priority.”
Megan Wilson is a health and general news reporter for the Bay of Plenty Times and the Rotorua Daily Post. She has been a journalist since 2021.