0:00:26 > 0:00:28I'm going to mess this up. I know I am.
0:00:28 > 0:00:30Karen, there's nothing TO mess up.
0:00:30 > 0:00:32"Areas of review - patient consultations, protocols,
0:00:32 > 0:00:36"working methods..." I haven't had time to swot up on this.
0:00:36 > 0:00:39You should not need to swot up. It should be second nature.
0:00:39 > 0:00:40Vocational.
0:00:40 > 0:00:42What do you think we should do?
0:00:42 > 0:00:46She's going to be in and out. It's no biggie. You're getting into a panic over nothing.
0:00:46 > 0:00:47What? So you think it's all right?
0:00:47 > 0:00:50No, of course I don't, but there's nothing we can do.
0:00:50 > 0:00:52So just chill out and play the game.
0:00:52 > 0:00:54- Mr Richards?- Yep.
0:00:54 > 0:00:57- He doesn't seem bothered that our jobs are on the line.- Don't be daft.
0:00:57 > 0:00:59- Yeah, but Zara... - Zara was winding you up.
0:00:59 > 0:01:02- Can I help you?- I've got an appointment with Mandy at 12 o'clock.
0:01:02 > 0:01:05- Oh, hi, Carl. Another footie match? - Don't ask...
0:01:05 > 0:01:08Do you want to take a seat? I'll be with you in a minute.
0:01:08 > 0:01:11I shouldn't be included on this. I should be on reception today.
0:01:14 > 0:01:15Thank you so much.
0:01:18 > 0:01:21Dr Reid! Thanks for coming. Much appreciated.
0:01:21 > 0:01:24Oh, it was a beautiful service, Rory, and a lovely eulogy.
0:01:24 > 0:01:26Oh, Lord, was it all right, really?
0:01:26 > 0:01:28Did you not hear my knees knocking?
0:01:28 > 0:01:30No. You did Oona proud.
0:01:30 > 0:01:32- Are you the last?- I think so, yeah.
0:01:32 > 0:01:34Thank God for that!
0:01:36 > 0:01:38No, I don't mean it like that. Just...
0:01:39 > 0:01:40I'm exhausted.
0:01:42 > 0:01:43Time to get out of here.
0:01:44 > 0:01:47So...what's next for you, Rory?
0:01:47 > 0:01:51Got an appointment with a black bag and a charity shop.
0:01:51 > 0:01:54- It never ends! - Take it slowly - there's no rush.
0:01:54 > 0:01:57Best to get it over with. Then I can crack on with life.
0:01:57 > 0:02:00Well, you take care of yourself now.
0:02:01 > 0:02:04And a huge thanks to you for everything you've done... Did.
0:02:04 > 0:02:07In fact, the whole team - you were all wonderful.
0:02:07 > 0:02:12Well, I will call in and have a proper catch-up with you soon.
0:02:12 > 0:02:15That's very sweet of you, Dr Reid, but I know you're busy.
0:02:15 > 0:02:17Well, I will. And it's Emma.
0:02:19 > 0:02:20- Bye-bye.- Bye-bye.
0:02:23 > 0:02:25HORN BEEPS
0:02:25 > 0:02:26Rory!
0:02:28 > 0:02:32It's like...a health check for the practice.
0:02:32 > 0:02:34Well, think of it as an MOT if you like.
0:02:34 > 0:02:36It's a chance for us to review everything that we do
0:02:36 > 0:02:38in line with the current protocols -
0:02:38 > 0:02:42taking into account patient feedback, of course.
0:02:42 > 0:02:46Now, using an outsider will help us focus on everything that's wrong.
0:02:46 > 0:02:50I keep hearing about things going wrong.
0:02:50 > 0:02:54And I'm sure it will highlight all the strengths of the nursing team.
0:02:54 > 0:02:57Now, Karen, any thoughts on progressing forward
0:02:57 > 0:02:58from being a HCA?
0:03:01 > 0:03:03Mandy, would you like to...
0:03:03 > 0:03:05move forward with your career?
0:03:07 > 0:03:09I did ask you to wait.
0:03:09 > 0:03:11- Mrs Parks!- We said 12 on the dot.
0:03:11 > 0:03:13Indeed we did. Thank you very much, Mrs Tembe.
0:03:13 > 0:03:16Howard Bellamy, practice manager.
0:03:16 > 0:03:19Karen Hollins, HCA. Nurse Marquez.
0:03:19 > 0:03:22And Nurse Reid has his own clinic at the moment.
0:03:22 > 0:03:24Right. Shall we crack on?
0:03:26 > 0:03:27Yes, why not?
0:03:33 > 0:03:36Oh, Rory! Didn't you see the car?
0:03:36 > 0:03:39- Brings a whole new meaning to "kerb crawling". - HE GROANS
0:03:39 > 0:03:41- Where does it hurt?- My arm!
0:03:41 > 0:03:43I didn't see the thing coming.
0:03:43 > 0:03:48What a stupid, stupid idiot! It's my own fault.
0:03:48 > 0:03:51Well, look, look, it's probably best that we get you checked out.
0:03:51 > 0:03:54- Come back with me to work. - No, I'm fine, honestly.
0:03:54 > 0:03:56Rory, come on. Come back with me to The Mill.
0:03:56 > 0:03:59We'll have a cup of tea and check you out.
0:03:59 > 0:04:01- All right.- OK, come on.
0:04:03 > 0:04:04- All right?- Yeah, yeah.
0:04:05 > 0:04:07Mr Bellamy has brought me here today
0:04:07 > 0:04:10to assess the state of patient care at The Mill Health Centre.
0:04:10 > 0:04:15I have been made aware that there have been issues expressed by patients which need to be addressed.
0:04:15 > 0:04:17With reference to the day's timetable, supplied earlier,
0:04:17 > 0:04:19we're going to be looking at patient interaction,
0:04:19 > 0:04:23support systems for learning, existing protocols et cetera...
0:04:23 > 0:04:25- Ah, Mrs, er...- Parks.
0:04:25 > 0:04:27Parks. Welcome, welcome. We are delighted to have you here
0:04:27 > 0:04:31and look forward to showing the very best that The Mill has to offer.
0:04:31 > 0:04:33Oh, I won't shake, thanks. I'm short of sanitiser.
0:04:33 > 0:04:36Dr Heston Carter. Partner.
0:04:37 > 0:04:41As I was saying, existing protocols et cetera,
0:04:41 > 0:04:45particularly making sure that everyone is up to speed.
0:04:45 > 0:04:46It's no wonder complaints are received
0:04:46 > 0:04:48when devolved responsibilities -
0:04:48 > 0:04:52say from doctors to nurses, nurses to HCAs - are not checked.
0:04:52 > 0:04:55It feels like a lack of ownership of patient care.
0:04:55 > 0:04:57So if I have a chat with a selection of patients,
0:04:57 > 0:05:00then we can get going with consultations.
0:05:00 > 0:05:01Sounds perfect.
0:05:01 > 0:05:06- I was thinking it might be good idea if I pop in on one or two.- Sorry? - Yes, see my team in action.
0:05:06 > 0:05:08It's been a while since I've seen the nuts and bolts of the practice.
0:05:08 > 0:05:12- Well, if you don't trust me to report my findings... - Well, just the odd consultation.
0:05:12 > 0:05:15- Not all day, of course.- Of course.
0:05:25 > 0:05:28You still think we've got nothing to worry about?
0:05:28 > 0:05:30It's no big deal...
0:05:30 > 0:05:31honest!
0:05:33 > 0:05:36So, how do you find the services here at The Mill?
0:05:36 > 0:05:37- They're all right.- "All right"
0:05:37 > 0:05:40as in "fine", or "all right" as in "needs improvement"?
0:05:40 > 0:05:43"All right" as in, it's a doctor's. You come in, get seen and go home.
0:05:43 > 0:05:47So if you don't mind me asking, what are you here to see the nurse about?
0:05:47 > 0:05:48HE SIGHS
0:05:48 > 0:05:50Getting my stitches removed. Appendix.
0:05:50 > 0:05:53And the level of treatment you've received here?
0:05:53 > 0:05:57Look, is this going to take long? Cos I've got to get back to work.
0:05:57 > 0:05:59A bit forthright, isn't she?
0:05:59 > 0:06:01A damn good trainer, by all accounts.
0:06:01 > 0:06:04And whose accounts have you been listening to?
0:06:06 > 0:06:08All right?
0:06:08 > 0:06:10- Yeah.- Oh, there's something on your desk.- What?
0:06:51 > 0:06:53PRINTER WHIRRS
0:06:59 > 0:07:03OK, if you just take a little breath in for me. That's it.
0:07:03 > 0:07:04All right.
0:07:04 > 0:07:07You should feel a slight tug but nothing too uncomfortable.
0:07:11 > 0:07:14Car's due its service soon - I'll have to book it in.
0:07:14 > 0:07:18Yeah, yeah, bring it down. I'll sort it out.
0:07:18 > 0:07:20Right. Perfect.
0:07:20 > 0:07:23Done a good job there - not much of a scar.
0:07:23 > 0:07:25Foreign hospitals have advanced a lot, haven't they?
0:07:25 > 0:07:28Yeah. They're not cheap if you don't have insurance.
0:07:28 > 0:07:30- Foreign?- It burst on my honeymoon.
0:07:30 > 0:07:32Oh, nightmare.
0:07:32 > 0:07:33Weren't that much fun, no.
0:07:33 > 0:07:36Ended up having to stay on another week. Work weren't too impressed!
0:07:36 > 0:07:38- That's awful.- Yeah.
0:07:38 > 0:07:40Are we done?
0:07:40 > 0:07:43Yeah. Right. If you experience any pain or tenderness,
0:07:43 > 0:07:45you need to come and see us.
0:07:45 > 0:07:48You mentioned the last time you were here was back in June,
0:07:48 > 0:07:50presenting with groin pain.
0:07:50 > 0:07:52Yeah. Where I'd been booted in the, er...
0:07:52 > 0:07:54The ollies by my mate in Sunday League.
0:07:54 > 0:07:57Also noted by Nurse Marquez that you experienced abdomen pain.
0:07:57 > 0:08:00Yeah, I thought he'd kicked 'em right up there.
0:08:00 > 0:08:03The same kind of pain you experienced on your honeymoon?
0:08:03 > 0:08:04Similar, I suppose.
0:08:04 > 0:08:07Yeah, and I remember after I dressed the cut,
0:08:07 > 0:08:09I suggested if the pain continued,
0:08:09 > 0:08:11you needed to come back and see a doctor.
0:08:11 > 0:08:13- Isn't that right?- Yeah. Yeah.
0:08:13 > 0:08:16- And you didn't? - No, I hate the doctor's.
0:08:16 > 0:08:19Only came after the footie cos the missus wanted to check
0:08:19 > 0:08:22I wasn't damaged goods before the wedding.
0:08:22 > 0:08:25Anyways, I'd better get off, back to work.
0:08:25 > 0:08:27Give us a bell about the car.
0:08:27 > 0:08:28Yeah, yeah, I will.
0:08:28 > 0:08:31Well done. Nice wound attendance.
0:08:34 > 0:08:36Right. Well, I'll leave you to it.
0:08:40 > 0:08:43Hey. Have you met Nursezilla yet?
0:08:43 > 0:08:46- Who?- The development woman. She's causing riots.
0:08:46 > 0:08:49I tell you, it's like seeing Daniel walk into the lion's den
0:08:49 > 0:08:51watching Karen go in there.
0:08:51 > 0:08:52Daniel?
0:08:52 > 0:08:55Yeah, Daniel. Not Daniel as in Daniel,
0:08:55 > 0:08:58but Daniel from the Bible - the fabled Daniel.
0:08:58 > 0:09:00I'm talking about Karen.
0:09:01 > 0:09:04Oh, is there enough in there for another cup?
0:09:04 > 0:09:06- Why don't you take this? - Oh, great. Thanks.
0:09:06 > 0:09:08Actually, Emma, do you have a minute?
0:09:08 > 0:09:10No, I've got to sort Rory O'Connell out.
0:09:10 > 0:09:13He walked in front of a car at his mother's funeral.
0:09:13 > 0:09:15- Really?- Yeah. Poor fella. He's had a tough six months.
0:09:15 > 0:09:18- But maybe later.- Yeah, sure.
0:09:21 > 0:09:23Lovely to see you. Bye!
0:09:27 > 0:09:30Are you going to change that blue paper?
0:09:30 > 0:09:31Oh, yeah, I would normally.
0:09:31 > 0:09:34I just thought you wanted to say something to me... Right, yeah.
0:09:34 > 0:09:37Standard consult - nothing too taxing.
0:09:37 > 0:09:40No, she's a... She's a regular to, er...
0:09:40 > 0:09:43We have to test her sugars. Lovely lady.
0:09:43 > 0:09:45You seem to know a lot about her.
0:09:45 > 0:09:48Er, well, you know, er,
0:09:48 > 0:09:52we like to form a bond with our, er,
0:09:52 > 0:09:55multiple service users.
0:09:55 > 0:09:58Some of that chat bordering on gossip, I thought.
0:09:58 > 0:10:00Gossip? No.
0:10:00 > 0:10:03No, it was just passing time with a lonely old lady
0:10:03 > 0:10:06who probably doesn't have much contact with people.
0:10:06 > 0:10:09- But there's a difference between compassion and nosiness.- Ooh. Er...
0:10:11 > 0:10:13Sorry, butterfingers.
0:10:13 > 0:10:15Still, you are fairly new to this.
0:10:15 > 0:10:19Maybe you should take a leaf out of the more experienced staff's books.
0:10:19 > 0:10:22I mean, there must be some qualities in your colleagues you aspire to.
0:10:22 > 0:10:25Of course, there must be some qualities you don't.
0:10:29 > 0:10:30That's feeling better already.
0:10:30 > 0:10:34At least it's not broken. I reckon that's a pulled muscle.
0:10:35 > 0:10:38Maybe lay off the house-clearing for a couple of days.
0:10:38 > 0:10:40Sorry.
0:10:40 > 0:10:43I feel such a fool, I really do.
0:10:43 > 0:10:47Don't be silly. You've had a traumatic time.
0:10:47 > 0:10:49Right, let's get your blood pressure checked.
0:10:49 > 0:10:52Should have got a buy one, get one free on funerals.
0:10:54 > 0:10:57First Dad, then Mum.
0:10:57 > 0:11:00Still...all over now.
0:11:00 > 0:11:03Well, with all the time you've devoted to their care,
0:11:03 > 0:11:06when was the last time you had a proper health check-up?
0:11:06 > 0:11:07When have I had time?
0:11:09 > 0:11:12Your blood pressure's a bit high.
0:11:12 > 0:11:15How were you feeling earlier?
0:11:15 > 0:11:18A little light-headed, maybe, but that's because I hadn't eaten.
0:11:18 > 0:11:20Did you see those sandwiches?
0:11:20 > 0:11:22Well, that's probably it.
0:11:22 > 0:11:25But look, since you're here, why don't we give you the once-over?
0:11:25 > 0:11:27No! I'm fit as a flea.
0:11:27 > 0:11:30- KNOCK AT DOOR - Come in.
0:11:30 > 0:11:32I'm so sorry to interrupt, Dr Reid,
0:11:32 > 0:11:35but your first patient has been waiting for quite some time now.
0:11:35 > 0:11:38Oh, of course. Mrs Tembe, could you ask one of the nurses
0:11:38 > 0:11:40to see Rory for me? I need a blood test.
0:11:44 > 0:11:46- Blood?- Indulge me.
0:11:46 > 0:11:49Your mother would never forgive me if I didn't look after her boy!
0:11:51 > 0:11:53This isn't supportive development.
0:11:53 > 0:11:55You know, there's only so much lip biting I can do
0:11:55 > 0:11:57before I draw blood - and I don't mean mine.
0:11:57 > 0:12:01Howard has to be seen to be addressing patient concerns -
0:12:01 > 0:12:03I'm sure that's all it is.
0:12:03 > 0:12:06- KAREN GRUMBLES - That woman!
0:12:06 > 0:12:07How does it make me feel
0:12:07 > 0:12:11to be on the lowest rung of the ladder at my age?
0:12:11 > 0:12:13Oh, how did that come out?!
0:12:13 > 0:12:16Oh...when I was asked to speak frankly about colleagues.
0:12:16 > 0:12:18- About your colleagues? - What did you say?
0:12:18 > 0:12:22I can't remember, but I did not call you a whippersnapper, Mand -
0:12:22 > 0:12:24- that was her word.- See, Heston?
0:12:24 > 0:12:27You think there's nothing sinister behind this?
0:12:27 > 0:12:29Does Howard want us out?
0:12:29 > 0:12:31I think you're blowing it out of all proportion.
0:12:31 > 0:12:33Ah, well, that's just about the right response,
0:12:33 > 0:12:37according to whatsherface - typical lack of support from doctors.
0:12:37 > 0:12:40- Excuse me?- You want to hear what she says about YOU.
0:12:40 > 0:12:43"Doctors offering no support or training to the nurses,
0:12:43 > 0:12:47"leading to system failure and poor patient care."
0:12:47 > 0:12:50- She may have a point. - She hasn't even seen our work.
0:12:50 > 0:12:53Well, maybe some of her annoying ways are a simple ploy
0:12:53 > 0:12:55- to flush out our problems. - Or make them worse.
0:12:57 > 0:12:59- Is there anything else? - Well, isn't that enough?
0:13:02 > 0:13:03Ridiculous!
0:13:08 > 0:13:10Are you complaining about the lunatic?
0:13:10 > 0:13:14- Sorry?- This creature that's been lurking about today.
0:13:14 > 0:13:18The development woman. She's got everyone in an absolute state.
0:13:18 > 0:13:19It's marvellous!
0:13:19 > 0:13:21- Oh...- So what's she done to you?
0:13:21 > 0:13:24- Er, nothing.- Mind you, it's quite good to ruffle a few feathers -
0:13:24 > 0:13:28keeps everyone on their toes and keeps Howard busy!
0:13:28 > 0:13:31Maybe I'll come back later. It's...not important.
0:13:32 > 0:13:34Suit yourself.
0:13:34 > 0:13:36If she's stepped foot on a proper ward
0:13:36 > 0:13:39or worked in a practice full-time, then I'm Shirley Temple.
0:13:39 > 0:13:41Oh, is that right, Shirley?
0:13:42 > 0:13:43Has it been properly sterilised?
0:13:43 > 0:13:46Yes, of course, according to current protocols.
0:13:53 > 0:13:55- Seems OK.- Thank you!
0:13:55 > 0:13:57But those - they'll have to come off.
0:13:59 > 0:14:02But that's ridiculous - they're my rings.
0:14:02 > 0:14:04I mean, they're covered most of the time.
0:14:04 > 0:14:07No jewellery, in line with current infection control policy.
0:14:07 > 0:14:10And that necklace - that's going to have to come off, too.
0:14:10 > 0:14:11There have been complaints.
0:14:11 > 0:14:13Well, that's off the website -
0:14:13 > 0:14:16- stupid petty complaints.- Just a bit of charm, mate, that's all.
0:14:16 > 0:14:18She'll be eating out of the palm of my hand.
0:14:21 > 0:14:23- Everything all right? - SHE GASPS
0:14:23 > 0:14:25Wonderful.
0:14:25 > 0:14:26Shouldn't you two be in there?
0:14:26 > 0:14:28Yeah, just going in now.
0:14:28 > 0:14:32..demonstrate effective hand-cleansing techniques and...
0:14:32 > 0:14:34Ah, Nurse Reid, I've been waiting to see you.
0:14:34 > 0:14:36Sorry, I've, er... I've been with patients.
0:14:36 > 0:14:40Oh, don't keep me in suspense. What other outcomes will I have learned?
0:14:46 > 0:14:48Is it going to be much longer?
0:14:48 > 0:14:50No, it should not be long, I'm sure.
0:14:51 > 0:14:54You do know I buried my mother this morning?
0:14:54 > 0:14:58Oh, I... Well, I am very sorry to hear that.
0:14:58 > 0:15:02I don't think you are. And these seats need cushions.
0:15:08 > 0:15:09Hey-hey-hey! No.
0:15:09 > 0:15:11No. You are not allowed to drink in here!
0:15:11 > 0:15:13I will give it you back when you leave.
0:15:13 > 0:15:15Mrs Tembe,
0:15:15 > 0:15:18could you sort out a referral at St Phil's for me, please?
0:15:18 > 0:15:20Ah, yes, of course.
0:15:20 > 0:15:22But, er, first, you need to sort out Mr O'Connell.
0:15:25 > 0:15:28Rory, that isn't going to help anything.
0:15:29 > 0:15:31This is how it all started with my dad.
0:15:31 > 0:15:34High blood pressure. Heart attack. Coronary bypass.
0:15:34 > 0:15:38OK. Look, hang on a moment and I'll go and find out what's happening.
0:15:41 > 0:15:42KNOCK AT DOOR
0:15:42 > 0:15:44Excuse the interruption,
0:15:44 > 0:15:47but I had ordered some blood tests for a patient of mine a while ago.
0:15:47 > 0:15:50Sorry, Dr Reid, we've been caught up in training.
0:15:50 > 0:15:52Right, well, he's getting rather anxious
0:15:52 > 0:15:55so could somebody see him now, please?
0:15:55 > 0:15:58Well, as we haven't seen Nurse Reid in action,
0:15:58 > 0:15:59why don't we take advantage?
0:15:59 > 0:16:02Absolutely. Right, I'll go and get him.
0:16:32 > 0:16:35Well, if your BP was a little high, we should be able to detect
0:16:35 > 0:16:37any underlying causes, if there is any,
0:16:37 > 0:16:39and help you get back to normal.
0:16:39 > 0:16:42So, what brings Mr O'Connell here today?
0:16:42 > 0:16:43An incident with a car.
0:16:43 > 0:16:45I was distracted.
0:16:45 > 0:16:50He's got raised BP and we're checking bloods.
0:16:50 > 0:16:53Emma thinks it's something more sinister, I'm sure.
0:16:53 > 0:16:55- Emma?- Dr Reid.
0:16:55 > 0:16:57It's probably something and nothing.
0:16:57 > 0:17:00All right? At times like these, your body does strange things.
0:17:00 > 0:17:02But whatever it is,
0:17:02 > 0:17:03we'll get it sorted.
0:17:03 > 0:17:05So what's your next move?
0:17:05 > 0:17:07Report back to Dr Reid as requested.
0:17:07 > 0:17:10And I would recommend dietary care,
0:17:10 > 0:17:13with a follow-up appointment to check the results.
0:17:13 > 0:17:14OK. Thanks, Nurse Reid.
0:17:15 > 0:17:17Anything else, Mr O'Connell?
0:17:17 > 0:17:19HE SOBS
0:17:19 > 0:17:22Hey! Hey, mate, it's all right.
0:17:24 > 0:17:27It was his mum's funeral today.
0:17:27 > 0:17:30Reception deals with follow-up appointments? Yes?
0:17:30 > 0:17:33- I know it's hard, mate.- How did you feel when you lost your dad?
0:17:36 > 0:17:37Well...
0:17:37 > 0:17:39I wanted the pain gone.
0:17:39 > 0:17:41I prayed that Mum would go -
0:17:41 > 0:17:43she could join him...
0:17:45 > 0:17:47And then I felt selfish.
0:17:47 > 0:17:49Well, it's different for everyone.
0:17:49 > 0:17:51And now I'm ill for thinking it.
0:17:52 > 0:17:55Look, we don't even know if there's anything wrong yet.
0:17:55 > 0:17:59Sometimes grief - it makes us do odd things.
0:17:59 > 0:18:01Like walk in front of a car?
0:18:02 > 0:18:03I don't think so.
0:18:07 > 0:18:09Rory! Hang on a minute, mate.
0:18:12 > 0:18:15Well done. Another satisfied customer
0:18:15 > 0:18:18just within the standard acceptable consultation time...
0:18:18 > 0:18:19Yeah. Look, I just...
0:18:19 > 0:18:21I'm a bit concerned about his welfare - that's all.
0:18:21 > 0:18:24I'd say there's little more you can do in this instance.
0:18:25 > 0:18:28For crying out loud! His mum's just died.
0:18:28 > 0:18:30And time's a great healer for grief.
0:18:32 > 0:18:34My fault. It should be 20mg once a day.
0:18:34 > 0:18:37Pretty standard for those antidepressants.
0:18:37 > 0:18:38I'm so sorry.
0:18:38 > 0:18:41Well, you are going to be if you don't buck your ideas up.
0:18:41 > 0:18:45Is something wrong? It's clearly affecting your work.
0:18:47 > 0:18:48Can I show you something?
0:18:49 > 0:18:50All right.
0:18:54 > 0:18:55You are unbelievable!
0:18:55 > 0:18:59This guy is dealing with one of the toughest times of his life
0:18:59 > 0:19:01and you dismissed him.
0:19:01 > 0:19:03Where's your compassion?
0:19:03 > 0:19:05There was nothing more to be done for him at this point.
0:19:05 > 0:19:08Besides, I've seen his type before - self-absorbed.
0:19:08 > 0:19:10I didn't believe that you could possibly be this witch
0:19:10 > 0:19:14the others were saying you were, right? But clearly, I was wrong.
0:19:14 > 0:19:15I shall, of course,
0:19:15 > 0:19:17be reporting your deplorable behaviour to Mr Bellamy.
0:19:17 > 0:19:18Well, go on, then!
0:19:18 > 0:19:23And if Mr Bellamy backs you, he can have my resignation right now.
0:19:23 > 0:19:24- HOWARD:- I heard that.
0:19:24 > 0:19:27I have never been spoken to like this in my life.
0:19:27 > 0:19:28Well, you should get out more.
0:19:28 > 0:19:30My office. Now.
0:19:46 > 0:19:49- What's going on?- Her.
0:19:49 > 0:19:50Why? What's happened?
0:19:50 > 0:19:53She hasn't got a compassionate bone in her body.
0:19:53 > 0:19:55Rory's not in a good place, right?
0:19:55 > 0:19:58And she wouldn't even give him the time of day.
0:19:58 > 0:20:01I tried to talk to him, it got a little personal and then
0:20:01 > 0:20:04she gave him some mechanical answers and he walked off.
0:20:04 > 0:20:05- Well, where is he now?- I don't know.
0:20:05 > 0:20:08But he is really not in a good state.
0:20:09 > 0:20:13Mum, was it definitely an accident, him walking in front of that car?
0:20:13 > 0:20:15- HOWARD:- Nurse Reid!
0:20:15 > 0:20:16Leave it with me.
0:20:20 > 0:20:25What kind of small-minded idiot would send such a pile of...rubbish?
0:20:25 > 0:20:27Probably the same person who sent this.
0:20:29 > 0:20:30Wow!
0:20:30 > 0:20:32Well, if you want my advice,
0:20:32 > 0:20:36you need to send a sharply worded response. That'd soon scare 'em off.
0:20:36 > 0:20:39You think I should engage with this...nutter?
0:20:40 > 0:20:41Once, with a patient of mine,
0:20:41 > 0:20:44he mistook my professional care for kindness.
0:20:44 > 0:20:46There were cards and flowers, and other...
0:20:46 > 0:20:49unsavoury items, outlandish declarations of intent on a website.
0:20:49 > 0:20:51All very freakish.
0:20:51 > 0:20:54Leading to a short, sharp and humiliating - for him -
0:20:54 > 0:20:56denouncement in front of his colleagues.
0:20:56 > 0:21:00- Right...- So, what are you waiting for? Get typing.
0:21:03 > 0:21:06Things here are far worse than I could ever have imagined.
0:21:06 > 0:21:10Truculence, aggressiveness, poor patient care.
0:21:10 > 0:21:14I recommend a wholesale change of nursing staff
0:21:14 > 0:21:16if you are ever to regain patient confidence.
0:21:16 > 0:21:21I have never heard of a divide-and-rule system of training.
0:21:21 > 0:21:24Strengths and weaknesses of other staff members, my eye.
0:21:24 > 0:21:27I'd like to know what your colleagues say about YOU.
0:21:27 > 0:21:30See? Their attitude speaks volumes.
0:21:30 > 0:21:33The objective of today is to review and consolidate
0:21:33 > 0:21:36best working practice and latest protocols.
0:21:36 > 0:21:37Correct?
0:21:37 > 0:21:40And identify weaknesses and act upon them.
0:21:40 > 0:21:42Chris, how do you feel about that?
0:21:43 > 0:21:45Well, I think it's been useful in all respects.
0:21:45 > 0:21:49I have indeed identified huge gaps in knowledge
0:21:49 > 0:21:52and gaps in the ability to demonstrate understanding
0:21:52 > 0:21:54of primary patient care needs.
0:21:54 > 0:21:58- Well, the day really has been a nightmare.- Thank you.
0:21:58 > 0:22:01Oh, I wasn't talking about these.
0:22:01 > 0:22:03You've been divisive and patronising,
0:22:03 > 0:22:06and insistent on undermining the excellent work of these nurses.
0:22:07 > 0:22:09- Me?!- Well, thank you for your insight.
0:22:09 > 0:22:11I think we'll leave it there for today.
0:22:11 > 0:22:15I apologise for putting you through this ridiculous farce today.
0:22:15 > 0:22:17Ridiculous? Do you know who I am?
0:22:17 > 0:22:20You really want me to answer that?
0:22:20 > 0:22:22What kind of outfit are you running here?
0:22:22 > 0:22:25- You'll have my invoice by return. - Lovely!
0:22:35 > 0:22:36Rory!
0:22:37 > 0:22:39I've been to your house...
0:22:39 > 0:22:41Ta-dah!
0:22:41 > 0:22:42- I've been worried sick!- Why?
0:22:44 > 0:22:47Because of the accident this morning.
0:22:47 > 0:22:48I might as well be dead.
0:22:49 > 0:22:51Don't be daft.
0:22:51 > 0:22:53Illness is my punishment.
0:22:53 > 0:22:55For what?
0:22:55 > 0:22:57For relief.
0:22:57 > 0:22:59Relief that they've gone.
0:23:05 > 0:23:08- Did you see her face? - Sanitise that!
0:23:08 > 0:23:11Suppose I should thank you, really, Chris.
0:23:11 > 0:23:13What for?
0:23:13 > 0:23:16All charm, was it?! What a crock!
0:23:16 > 0:23:19- I am so glad I lost my cool! - Thank you.
0:23:19 > 0:23:21KNOCK AT DOOR
0:23:21 > 0:23:25Oh, Howard, we really appreciate your support, you know.
0:23:25 > 0:23:26You really had us going in there.
0:23:26 > 0:23:29I thought you were going to give us a right mouthful.
0:23:29 > 0:23:33Yes, well, Mrs Parks' visit hasn't shaken my faith in training.
0:23:33 > 0:23:36I agree she was rather a bad apple.
0:23:36 > 0:23:40But the website has raised issues that still need addressing.
0:23:40 > 0:23:42So I have enrolled you all on a course for tomorrow -
0:23:42 > 0:23:44- a proper course.- What?
0:23:45 > 0:23:47Who's going to look after the patients?
0:23:47 > 0:23:52It's all sorted - agency nurses are lined up. Enjoy your day.
0:24:00 > 0:24:03"He's a good boy but it's all too much for him."
0:24:03 > 0:24:05That's what she said.
0:24:05 > 0:24:08- Who?- Your mum, the last time I saw her.
0:24:10 > 0:24:12She loved you.
0:24:12 > 0:24:14And she knew what a sacrifice you were making.
0:24:15 > 0:24:18And I know that you loved her - and your dad.
0:24:20 > 0:24:21I saw it.
0:24:23 > 0:24:27But what I don't know is anyone who hasn't felt relief
0:24:27 > 0:24:28when the suffering is over.
0:24:30 > 0:24:33But to want them gone,
0:24:33 > 0:24:34pray for it to be over...
0:24:36 > 0:24:39- Another.- No.
0:24:39 > 0:24:41Rory, it isn't helping.
0:24:41 > 0:24:42Numbs the guilt.
0:24:43 > 0:24:46Is that why you think you're ill?
0:24:46 > 0:24:49You think this is karma?
0:24:49 > 0:24:53- Explains a lot.- Oh. I see.
0:24:53 > 0:24:56Nothing to do with finding solace in a glass full of Scotch?
0:25:00 > 0:25:02And what happens when the test results come back
0:25:02 > 0:25:04and they say you need to lay off the drink?
0:25:10 > 0:25:13You've had a tough time.
0:25:13 > 0:25:16But no-one is going to begrudge you having a life.
0:25:22 > 0:25:23I guess you're right.
0:25:24 > 0:25:26I do miss them, though.
0:25:28 > 0:25:30I know.
0:25:30 > 0:25:32But this is your time now.
0:25:34 > 0:25:35So...
0:25:35 > 0:25:37panic over?
0:25:40 > 0:25:41What panic?
0:25:41 > 0:25:43SHE CHUCKLES
0:25:48 > 0:25:50What do you think?
0:25:50 > 0:25:56Maybe change "twisted way of getting off" to "perverse satisfaction".
0:25:56 > 0:25:57Oh and change "little".
0:25:57 > 0:25:59What to?
0:25:59 > 0:26:00How about "diminutive"?
0:26:00 > 0:26:05Yeah. That just about hits the mark.
0:26:05 > 0:26:07Do you really think this is a good idea?
0:26:07 > 0:26:09You've got to be assertive.
0:26:09 > 0:26:11You don't want idiots walking all over you, do you?
0:26:11 > 0:26:15- No, of course not.- Right. So send it out into the ether.
0:26:15 > 0:26:17Show the little no-mark you mean business.
0:26:20 > 0:26:22- COMPUTER CHIMES - Better?
0:26:24 > 0:26:25Yeah.
0:26:35 > 0:26:37SHE SIGHS
0:26:40 > 0:26:42How about a few after-work bevvies?
0:26:42 > 0:26:44I am a stu... Well, mature student.
0:26:44 > 0:26:47- Obviously not THAT mature. - It's like Blue Peter.
0:26:47 > 0:26:50No, no, no, it's Friday. I wrote it in my diary.
0:26:50 > 0:26:53If they are not being insulting or projectile vomiting,
0:26:53 > 0:26:55they are smoking everywhere.
0:26:55 > 0:26:59- KAREN YELLS - Oh, I was dead gentle with you then.
0:26:59 > 0:27:02I worked so hard to get here!
0:27:23 > 0:27:26Subtitles by Red Bee Media Ltd