GP patients in Wellington are facing the threat of being struck-off as frustrations over lengthy waits for appointments boil over into abuse of medical centre staff.

The situation at Wellington Medical Centre has become so bad that a number of staff have quit their jobs over the offensive behaviour of some patients.

The problem was highlighted during the Covid lockdowns when face-to-face appointments with doctors became an exception rather than the norm.

But despite the Government advising last summer that restrictions were no longer needed, patients in Wellington have continued to find it challenging to make appointments.

The Wellington surgery, which has 12 GPs, said it was following a directive where a doctor was not seen automatically, and instead patients could receive a call to discuss the problem or have an appointment arranged instead with a nurse, paramedic, pharmacist, or other professional.

Now, the surgery’s patient participation group (PPG) has been told there has been a ‘dramatic’ rise in incidents of abuse to staff answering the telephones, known as patient service advisors.

PPG press officer Veronica Tatnall said: “Abuse is always concerning but to the medical profession who are there to help people it will not be tolerated at the medical centre and is causing concern.

“Patient service advisors have a good training background and need to signpost incoming calls to the care that is required and therefore understanding is required when questions are asked.

“Abuse is the reason some staff resign, causing a vicious circle as it slows down the system of answering calls as new staff have to be trained.

“It is also concerning as doctors coming into GP practices will think twice and again causes the shortfall which is happening across the country.”

Mrs Tatnall said the PPG recognised it was not just happening in Wellington but was a nationwide problem and had been reported by national news outlets.

She said: “Staff at the medical centre are permitted to give a warning when bad language is used and if it continues the call will be terminated and a letter sent to the person concerned.

“It is much more difficult when the abuse is coming into the waiting room and causing the distress it does.

“With growing frustration in the medical profession, patients are asked to refrain from using bad language or face the prospect of being struck off their doctor’s list.”

The PPG also heard from practice manager Lydia Daniel-Baker that the number of patients registered with the centre had risen to 15,720.

Data for the four weeks from to May 9 showed 6,351 patients consulted with a professional, amounting to 375 per day.

Of these, 4,403, or 69 per cent, were seen by somebody face to face, and 2,471, or 39 per cent, were seen on the same day they made contact.

Mrs Daniel-Baker said telephone calls were still at a high level of between 600 and 700 per day with the ring-back service clicking in after 25 calls were waiting.

She added that staffing was a challenge with doctors retiring on time and administration staff were difficult to retain.

Although it was appreciated that older patients might not have internet access, they were encouraged to use online services if they could to help free up surgery time.