A GP practice in Cumbria has appealed to its patients after ‘an increase in abuse’ and ‘inappropriate behaviour’ brought staff to tears.
The Workington GP Practice, which looks after 33,500 patients across several sites, said it is ‘hugely concerned’ about the welfare of its staff and is ‘afraid it will lose good team members’ if the levels of abuse and threats continue to increase.
In a statement, the practice said: ‘Sadly, we are seeing an increase in abuse and inappropriate behaviour towards our staff from a small minority of patients.
‘We have a high level of tolerance and understanding but over recent weeks we have had a number of our front line team members who have been upset and brought to tears due to the actions of patients who are raising their voice, shouting, swearing, making rude gestures or showing abusive behaviour.’
The practice also said staff have seen an increase in abusive behaviour on social media, adding: ‘Our staff see these comments and they are as hurtful and unacceptable as if they were said face to face.
‘This kind of behaviour could result in a warning and a repeat of that behaviour will result in the possibility of the patient being removed from our practice list.
‘Any threats or physical violence will result in immediate removal from our list and the police will be called.’
The practice added that the reception team deal with over 1500 calls on some days and lines can be busy but that it is moving to a total triage system from 10 January in a bid to improve access.
The statement said: ‘We know things are frustrating with the system as a whole and hope that our new way of working from 10 January will improve our patients’ experience. Thank you for your continued support for our team.’
Similarly, a GP practice in York appealed directly to patients in October after its staff members received multiple death threats.
Last month, a UK-wide survey of more than 2,000 doctors – of which 617 were GPs – found that 85% of GPs have reported receiving verbal abuse from patients within the last 12 months.
John Graham Munro – You qualified in 1968 hence you are clueless as to the current state of front line practice. Your comments are invariably pointless.
Cannot find your name on the Medical Register Dr, Wiggle——-no doubt you are a New Age G.P.
The article’s about GPs facing “an increase in abuse”, so Dr Wiggle decides to “abuse” JGM!! You couldn’t write it if you tried! Someone’s having a larf…(hopefully)
Few years ago our practice reached a point when abuse of personnel started to increase. We kicked a couple of the worst offenders off our list, few drugs seekers got away with a warning… and the rest learnt how to behave.
If you have a constructive argument, bring it to me, if you want to shout at my staff- I have no time for you.
‘ we have a high level of tolerance’
Maybe that’s the problem.
They are very generous to their population for putting out a warning.
How we do it is one raised voice or threatening tone elicits an individual warning letter. A second is a breakdown in relationship. One swearing or directly threatening episode is an immediate off list.
This is not a customer service industry. It’s a specific relationship that deserves trust and respect. I will forgive quickly but when trust is gone, it’s not coming back. it’s time to go find a new GP.
No idea why Pulse readers have to put up with the continuous abuse of John Graham Munro. The last time I mentioned him suggesting he might want to stop prodding everyone with his stick – my post got erased!? I can only assume he’s the editor’s grand dad or maybe some sadist taking the p who works at Pulse. Either way this person is being given a free platform to make people miserable. Seems thats half the point of Pulse so I guess thats why he’s here
@ A Non————–cannot find you on the medical register either.
Our editor is a sensitive chap and your suggestion he may be my grandson————well, let’s see how he responds
I fear moving to total triage will wind your patients up even more. Yet another hurdle to access. Triage originates from emergency scenarios where too many were in need of too little medical care, so the less badly hurt were de-prioritised. It only exists in Primary Care because we are underfunded. Measures like triage merely play the governments game, making it look like we are finding new ways to work more efficiently. It’s bullshit and works against good patient care and good patient relations. A lot of people pushing this sort of solution (including e-consults/whatever) have been captured by the Government and have Stockholm Syndrome.
I didn’t look you up John
Agree with Dr No’s analysis.