Verbal abuse of staff at Wick medical practice 'totally unacceptable', says Fernie
Register for free to read more of the latest local news. It's easy and will only take a moment.
A CAITHNESS health campaigner has said it is "totally unacceptable" staff at a Wick medical practice have been subject to verbal abuse.
Bill Fernie, the chairman of the Caithness Health Action Team, described the situation as "worrying" and urged patients to be polite and respectful.
He made his comments after the Riverview Medical Practice in Martha Terrace highlighted the situation on social media and warned patients such behaviour could result in them being struck off the register. Staff, it said, are being subjected "to an increase of verbal abuse and derogatory comments daily" with patients "shouting and being unpleasant".
The statement said: "During the past few months everyone at the practice has worked extremely hard to adapt to the current Covid restrictions and implement new ways of working to keep our patients and staff safe and well. This has seen the introduction of new ways of accessing healthcare which we have had to implement and learn quickly.
"Every staff member at the practice has worked throughout the pandemic and will continue to do so. We have followed the guidance issued by the Scottish Government and NHS Highland. We have sacrificed time with our families and worked unsociable hours to ensure the changes made allow our patients to continue to receive healthcare.
"Despite this our staff have been subject to an increase of verbal abuse and derogatory comments daily. Our administration team are faced each day with patients shouting and being unpleasant.
"The surgery follows a zero-tolerance policy and anyone deemed to have breached this will receive a warning from the practice. Repeated warnings may lead to your removal from the practice list."
Mr Fernie said: "It is worrying if medical staff are having to deal with abuse in the surgery. People should regard the situation as a partnership between the doctors, staff and themselves. A practice has the ability to strike patients off their lists – although they would be reluctant to do so – but the public should be aware of that possibility. Patients should be polite and respectful to staff who are doing their best in such difficult circumstances."
He added: "It’s totally unacceptable staff should have to put up with this abuse when they are doing their jobs. Patients should never take their frustration out on them."
Pam Dudek, NHS Highland’s chief executive, said: "It is absolutely unacceptable for anyone to be verbally abused at their work. I am really sad to hear that staff at the Riverview Medical Practice in Wick have been subject to such poor behaviour and we will provide support to the staff involved.
"The impact of the Covid-19 pandemic has meant we have had to change the way we deliver services across all sectors of health and social care. We understand this has caused concern and frustration for our patients. However, to hear that some of our staff have been subjected to verbal abuse is extremely upsetting and there can be no excuse for such behaviour."
She added: "NHS Highland staff have worked tirelessly throughout the pandemic to ensure the people we serve receive the best possible care whenever it is needed. We have a zero-tolerance approach to verbal and physical abuse and are investigating this as a matter of urgency."
