19/05/2026
Dear Patients,
We would like to remind all patients that our reception team are here to help and support you, and they deserve to be treated with courtesy and respect at all times.
Unfortunately, there have been instances where staff have experienced unacceptable behaviour, including rude, aggressive, or abusive language. We want to be clear that there is no excuse for abuse, and this will not be tolerated under any circumstances.
Our reception staff work hard to assist patients, often dealing with high volumes of calls, appointments, and enquiries while following practice procedures that are in place for everyone’s safety and fairness. They are not responsible for NHS pressures, appointment availability, or wider service constraints, and should not be subjected to hostility as a result.
We understand that patients may feel frustrated at times, and we are always happy to listen to concerns. If you are unhappy with any aspect of our service, we encourage you to raise this respectfully with the Practice Manager so that your concerns can be addressed appropriately.
Abusive behaviour towards staff, whether in person, over the telephone, or online, may result in formal action being taken and could ultimately lead to removal from the practice list.
We ask all patients to work with us to maintain a safe and respectful environment for everyone.
Thank you for your understanding and support.
Kind regards,
Welby Practice
