As we enter the summer holiday period, a number of our team members, including GPs, are taking well-earned annual leave. Whilst we have plans in place to maintain services, this does place additional pressure on the practice and may mean that patients experience longer waiting times than usual.
Recently, we have seen a significant increase in aggressive, argumentative and abusive telephone calls to our reception and administrative teams. We understand that waiting for appointments or dealing with health concerns can be frustrating, and we appreciate that patients may sometimes feel anxious or upset.
However, we would like to remind everyone that our staff are people too. They come to work every day to help our patients and are doing their very best in what are often challenging circumstances. Abuse, shouting, personal insults or threatening behaviour towards any member of our team is unacceptable and does not help us to resolve issues more quickly.
In fact, such behaviour can be distressing for staff and may prevent them from helping other patients who are waiting for assistance.
We kindly ask that, before speaking to a member of our team, you take a moment to remember that they are there to help. A respectful conversation is always far more productive and gives us the best opportunity to find the right outcome for you.
Thank you for your understanding, patience and kindness as we work through the busy summer period. Your support is greatly appreciated.
