A message from Greystoke Surgery to our patients
As a practice, we want to thank you for the kindness, patience, support and understanding displayed over the last 18 months, through the hardest period General Practice has ever faced. All our staff are working to the best of our ability, to provide the best service we can in the current circumstances.
We are seeing more patients, and offering more face-to-face appointments, than before the pandemic – whilst also changing protective gear, cleaning our rooms in-between patients, and continuing to roll out the largest vaccination program the NHS has ever seen – but we appreciate that it may not seem that way. Demand for our services has never been higher and we share your understandable frustration when it is not possible to speak to a GP on the day that you phone. This pattern is seen nationally. The clinical team are working long days to see as many people safely as possible, but there comes a time when we are forced to make the difficult decision to only take emergency calls. This decision is made by the senior GP team and passed to our reception staff who in turn are asked to communicate this message to incoming callers, whilst remaining professional and caring in the process. They do a remarkable job with this, and many patients are understanding despite the disappointment.
Unfortunately, we are becoming increasingly aware of hostility towards our reception staff on the phone lines, which goes above simply expressing frustration. We have had staff in tears due to hurtful, insulting, and personal comments, which in recent weeks has extended to our clinical team via abusive online forums. It breaks our hearts when we read this, when all of us are working at our absolute limit. We will not tolerate abusive behaviour towards any of our staff, in any context, and any identifiable patients posting false and slanderous comments about our staff can expect to face removal from the practice.
Please remember that we are all human: we are Mums, Dads, Aunties, Uncles, sons & daughters. In some cases, we are Grandparents. We come to work, not to be shouted or sworn at, but to help people.
Please, in a world in which you can be anything, be kind.