PLEASE BE A
DUE TO AN INCREASE IN ABUSIVE, RUDE AND UNACCOMMODATING BEHAVIOUR WE ARE REAFFIRMING OUR
ZERO TOLERANCE POLICY.
Please be courteous to our staff.
Our small receptionist team works very hard and diligently to provide best service despite:
Half over age 50 & 66% with chronic conditions.
Average of 600 calls managed a day.
Up to 300 repeat prescriptions prepared daily.
Plus attending to front desk enquiries and significant other administrative duties.
Our receptionists have been trained and tasked to engage with NHS Wales Signposting to assist patients see the correct clinician at the appropriate time.
The NHS has many regulations which are implemented for good cause.
You cannot take rude and aggressive disagreement with reception staff seeking to both assist you within available resources and follow NHS guidance. If you have a grievance we have an appropriate mechanism for you to do this.
Unfortunately, there is a cohort of patients who choose to vent their frustrations and displeasure most disagreeably at our receptionists who have no influence on these matters and do not deserve the aggressive, rude and objectionable behaviour that they are exposed to. This impacts on our staff morale, stress and anxiety.
Whilst the practice will aim at all times to provide services to meet patient needs for primary healthcare we also have a duty of care for all our patients and staff concerning respect and safety and to this end we have a zero tolerance policy.
Inappropriate behaviour is considered an erosion of the patient-practice relationship.
Actions that can contribute to a breakdown of the patient-practice relationship include those that are abusive and/or violent, criminal, putting other patients and staff at risk and not attending booked appointments without providing good notice to cancel.
Patients demonstrating such behaviour will be removed from our List.