Medical practice staff 'subject to regular levels of verbal abuse and aggression'
A GP surgery's staff have been regularly abused by patients and relatives during a time with "unprecedented demand".
Lion Health medical practice in Stourbridge posted messages onto its website and Facebook pleading with patients to speak to them with respect.
The message says staff have been "subject to regular levels of verbal abuse and aggression from some patients and relatives".
It is believed anger has centred around call handlers asking patients for information before putting them through to doctors while others have been upset at the lack of face-to-face appointments.
A statement on the website says: "We recognise that life has changed for all of us and over recent months we have been required to adopt a different way of working.
"We appreciate that that may be challenging for some of our patients. It has also been challenging for our staff.
"We are doing our best to provide access to health care at a time when demand is unprecedented. We have worked continuously during the pandemic and have done so alongside managing and staffing a Covid vaccination programme based at a different site.
"This has created considerable pressure at a time when staff are also struggling with their own personal challenges brought about by the pandemic including loss, ill health and bereavement.
"We have become aware that our staff have been subject to regular levels of verbal abuse and aggression from some patients and relatives. This is not acceptable to us as partners and managers at Lion Health.
"Our resource is finite and our staff have been directed by us to ask questions of patients regarding their health query in order to direct your request to the most appropriate person or service. We ask that you help our staff do that and that you do so in a courteous and respectful manner. Please consider the impact of your conversation on our staff members.
"We would like to take this opportunity to thank the majority of our patients who have been understanding and supportive and have adapted to the changes that have needed to be made and to thank our staff for the dedication, professionalism and hard work over the last year for which we are very proud and appreciative."
Councillor Nicolas Barlow, for the Wollaston and Stourbridge Town Ward, said he was aware of issues with patients not being able to access their GPs, but said there was "no excuse for poor behaviour".
He said: "I'm aware that there have been issues going on for some time with patients not being able to access their GPs and appointments and waiting in long queues but saying that, there is absolutely no excuse for poor behaviour and reception staff are working under increasing pressure to get people back in to see GPs or nurses so they're doing their job as best as they can.
"It's inexcusable for any abuse of any form and people should be patient. They should seek alternatives unless they absolutely need to. They can see pharmacists for minor ailments.
"I know the surgery has been trying their best to address this and they will continue to do that.
"It's a very very large surgery now so I'm sure they will continue to look at what options are available."
