Unfortunately staff at Alderley Edge Medical Practice spent a large part of their monthly business meeting discussing the abuse of their staff.
Some members of the reception team said last week was the worst they'd ever known it.
Dr Victoria Taylor said "We accept we are not perfect and we deal with people who are worried, ill, in pain or all three. We manage limited resources (appointments, time and communication with health care professionals) and on the frontline are our receptionists.
"They have been highly trained, going through a long induction programme, close supervision and support from a reception manager and practice manager as well as the GP partners."
Despite a recent survey showing 98% of respondents were happy with the interaction they had with the receptionist, the team sadly receive abuse on a daily basis from patients.
Dr Taylor added "They are told they are stupid, obstructive and rude. They have been sworn and shouted at. Often these people refuse to take no for an answer when what they are asking is genuinely not possible for whatever reason. Our staff are at breaking point and we as doctors are struggling to know how to help them.
"Our ultimate sanction is to "off list" someone. I've been in the practice 18 years and can think of only a couple of patients where this has been necessary. However if the current level of behaviour continues we will be issuing warning letters and using the ability to off list patients if they are repeatedly rude to our staff. Nobody should have to come to work fearing verbal abuse from the people they are trying to help.
"We have had to have signs made reinforcing our zero tolerance policy on staff abuse. These are sad times."
Comments
Here's what readers have had to say so far. Why not add your thoughts below.
What a terrible thing it is that people should fear coming to work, for us, because of the likelihood of abusive behaviour from patients.
I am sure I speak for the majority of the Village residents who are equally horrified that this is happening within our community. I am also sure that I speak on behalf of Alderley Edge Parish Council when I say that we are fully in support of anything that the practice decide to do to address this problem.
Sad times indeed.
How about friendly, capable, available and caring?
Remember when they said "we don't need a bigger car park" how wrong they were, get the allotments turned into a car park and garden/seating area.
"We’ve had so many patients coming in and supporting our receptionists after your article on abuse. It shows what good circulation you have and also what a lovely village we live and work in."