03/03/2026
A Message to Our Patients
We are increasingly concerned about the treatment of our administrative team.
In addition to public criticism, our staff are subjected to verbal abuse on a daily basis. There have also been instances of physical assault.
Any form of physical aggression towards our staff will always result in immediate legal action and referral to the police.
We operate a zero-tolerance policy in order to protect the safety and wellbeing of our team.
We also need to address the impact of recent social media commentary. The most recent posts have caused significant stress and distress to members of our team and have ultimately resulted in staff absence from work.
This has a direct effect on our ability to respond to patient enquiries, process prescriptions, and manage appointments. While colleagues are absent, our capacity is reduced until we are able to support their return or recruit and train replacements.
We want to be absolutely clear:
Our administrative staff do not make clinical or policy decisions independently. They work strictly to the systems, protocols and instructions set by the GP Partners and clinical leadership of the practice.
This includes:
• The number and type of bookable appointments available
• How appointments are triaged and allocated
• The information requested to ensure safe care
• The approval or refusal of prescription requests
They do not create policy, limit capacity, or make prescribing decisions. They implement the decisions we, as GP Partners, are responsible for.
The level of vitriol directed towards our team has reached a point where we are regularly losing skilled and valued members of staff. Recruitment and training of new colleagues takes time. This inevitably increases waiting times and reduces continuity of service while posts remain vacant.
Abuse does not improve access to care. It damages the very system patients rely on.
We fully understand that accessing care can be frustrating, particularly when demand significantly exceeds capacity. If you have concerns about practice policy or service provision, these should be directed to the GP Partners through the appropriate feedback or complaints process.
Our staff deserve to work in a safe and respectful environment. We ask that they are treated with courtesy and dignity at all times.
Thank you.
Doctors:Cooper, McInnes and MacLeod
(Orwell Medical Practice)
Balfour, Cunnngham, Dalgety, Frew, Jones, Lungu-Anderson, Pattison, Reid
(St Serf’s Medical Practice)
