Abuse of medical staff described as 'completely unacceptable'

All doctors’ surgeries in East Lothian remained open during the Covid-19 pandemic, with many offering telephone consultations in the first instance and face-to-face appointments when deemed necessary.

But a number of practices have criticised the ongoing abuse towards their reception staff, nurses and doctors – which heightened during the pandemic – amid public frustrations about the speed of the resumption of a regular in-person appointment timetable.

Tranent Medical Centre

Staff at Tranent Medical Practice were among those speaking out.

They said in a statement: “We are continuing to follow Scottish Government guidance on the provision of primary care services and in line with this have not returned to ‘normal’ face-to-face appointments for all GPs and nurse practitioners.

“This is to reduce the risk of transmission of Covid-19, which is still very prevalent in our community.

“Most of our appointments are being carried out initially by telephone, as they have been throughout the pandemic.

“Following a telephone consultation, our GPs or nurse practitioners will invite patients into the practice for a face-to-face appointment if it is felt to be necessary by the GP or nurse practitioner.

“When you phone, practice staff will ask you for some general information and help you to decide who the best person is for you to see or speak to.”

The statement comes after a number of staff members at the practice experienced “abusive or rude behaviour from a small number of patients over the phone”.

They added: “We would like to take this opportunity to remind those patients that our staff come to work to provide a service and care for others and it is important for all members of staff to be treated with kindness and respect.

“In line with the rest of the NHS, we have a zero-tolerance policy whereby aggressive, threatening or violent behaviour towards our staff will not be tolerated under any circumstances.

“It has been a difficult, frustrating and challenging time for all of us over the past 18 months; however, we do our utmost to treat every patient as an individual with dignity, courtesy, respect and confidentiality at all times.”

Riverside Medical Practice

Staff at Riverside Medical Practice in Musselburgh have also spoken about the “sad situation”.

A spokesperson said: “It’s been the case for some time that our dedicated team are facing abuse from a minority of patients on an almost daily basis – whether over the phone, at the front desk or online.

“This is an extremely sad situation: our team come to work every day to care for and serve the local community and the fact that they then face abuse just isn’t right.

“We take a zero-tolerance approach to abuse of our team.

“In the long run, if abuse leads to team members leaving the practice, there will be a negative impact for all patients as we will be less able to serve the community.

“We and the community need to work together to make sure that Riverside remains a good place to work, where our team know they can do their job safely and without fear of abuse.

“We absolutely understand the frustration patients feel if they can’t get an appointment as quickly as they’d like but must ask that they don’t take this frustration out on our team.

“We continue to provide as many appointments as possible each day, but stress again to patients that improving access to primary care services in Musselburgh long-term is something which will require a joint effort from all relevant local stakeholders.”

Dunbar Medical Centre. Picture: Google Maps

A spokesperson from Whitesands Medical Practice in Dunbar said they had experienced a similar situation but on a “smaller scale”.

They said: “The issue has been prevalent in our practice, but not quite to the extent of bigger practices. We have had a few situations.

“Our reception staff do take a lot of it and it does begin to affect you and how you work. Staff morale is lower.

“Our practice is very much open and has been right through the pandemic, we have continued with face-to-face appointments.”

Dr Jon Turvill, East Lothian Health and Social Care Partnership (ELHSCP) clinical director and local GP, said: “Primary care teams have been on the frontline and working incredibly hard throughout Covid and we have to understand that the pandemic is not over yet.

“Primary care teams and vulnerable patients have to be kept safe. We can only do that by keeping face-to-face contact for those who need it most and are most vulnerable.

“Practices are dealing with more calls than ever and we know that many people find telephone, video and online contact helpful and efficient.

“However, clinicians are seeing thousands of patients face-to-face weekly where that is needed.

“We would ask that people treat our hard-pressed staff with consideration and kindness, as they would wish to be treated themselves.

“We understand the frustrations of difficulties with access, but angry and abusive language is completely unacceptable.”

Doctors, nurses and medical practice staff have been backed by East Lothian’s MP and MSP – with both stating that abuse of any nature towards medical personnel is unacceptable.

Kenny MacAskill, East Lothian MP, said: “Abuse of staff is never acceptable, whether in medical surgeries, shops or public transport.

“Whatever frustrations there are, of which there are many in a pandemic, it has to be remembered that staff are trying hard and in difficult circumstances.”

Paul McLennan, East Lothian MSP, added: “I am disappointed to hear reports of abuse towards doctors and medical centre staff.

“They have been amazing during the pandemic and I would ask all patients to respect them in what’s been and still is an extremely busy time.

“If there are specific individual issues then I would urge constituents to contact me.”

More information on GP services is available at nhsinform.scot/gp