THE abuse of staff at medical practices “should never be the norm”, local councillors have said.

Tranent, Wallyford and Macmerry councillor Colin McGinn spoke out in response to claims staff were being mistreated by patients, after a receptionist left her role at Tranent Medical Practice following verbal abuse.

In a since-deleted Facebook post, the receptionist detailed the abuse she had received at the practice.

It came after many took to social media to complain that the online booking system at the practice was difficult to operate and did not function properly.

Mr McGinn said that, while he understood patients’ frustration, the abuse of staff was unacceptable.

He said: “I am so disappointed to hear that frontline staff continue to face abuse from members of the public.

“I completely understand that it can be stressful when systems do not work in the way you would expect, or you do not get the response you hope for; however, it cannot be acceptable at any point to abuse staff when they are only trying to do their job.”

'Call out abuse'

Fellow ward councillor Lee-Anne Menzies agreed, adding: “No one should have to put up with abuse at their jobs and it’s become far too easy for people to do this without conscience.

“It’s a hugely difficult time for the NHS and the surgery is struggling.

“This will not be helped if staff are leaving due to abuse.

“I am a patient [at the practice] and go through the same booking system as everyone else.

“It can be hugely frustrating to have lengthy telephone waits for an appointment.

“However, we must be mindful of our actions.

“Do we actually need to see a doctor? Could we try a pharmacist first? Are we using the online systems to their fullest?

“On a couple of occasions recently, I have had to be seen and the level and speed of referral and treatment were exceptional.

“I had skin cancer treated within two weeks of seeing my GP and was given a referral for a mammogram within a week.

“That’s a world-class system and it’s saving lives.

“So while I absolutely understand the frustration we all suffer from, I would ask that we all look at our own actions and that we collectively call out anyone who turns to abuse.”

'Totally unacceptable'

Mike Falconer, chairman of Tranent and Elphinstone Community Council, said the online booking system at the practice was a common issue among medical facilities in East Lothian.

He said: “I hate to hear of staff being mistreated at their place of work. That is totally unacceptable.

“The issues regarding booking appointments are an issue across many medical practice facilities and this is not exclusive to Tranent.

“I understand people’s frustrations, as booking appointments online is not always easy.

“But there is no excuse for being abusive towards staff.”

Following the incident, an East Lothian Health and Social Care Partnership spokesperson said: “Across all public-facing services, especially health and social care, it is vitally important that members of staff are treated with dignity and respect.”