A doctor's surgery in Carmarthenshire has had to make changes to how it operates due to "aggression towards staff".
Meddygfa Tywyn Bach, which is based at Parc y Minos Street in Burry Port, explained the change in a statement which read: "Due to an increase of aggression towards the reception staff we have now reverted back to buzzer access to the practice."
Hywel Dda Health Board has condemned the behaviour, and warned that verbal abuse towards NHS staff "will not be tolerated." Get stories like this straight to your inbox with our newsletters.
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A statement from the health board read: “Verbal abuse targeted at any member of NHS staff will not be tolerated; please remember they are working very hard to help their patients and thank people for their patience.”
All requests for appointments at Meddygfa Tywyn Bach are triaged by the clinical team, and first dealt with by those working on reception. Explaining the process, the surgery's website reads: "The reception team will ask for a brief description of your problem. This will be put in for a message and a GP will call you back. If an appointment is needed this will be booked in the same day. Alternatively a request for a call back can be made by using our digital platform - Econsult. Once submitted you will be contacted within 48 hours of the request but we aim to contact you the same day. The triage request line is open from 8.30am. Appointments with nurse and healthcare assistant are pre-bookable for morning and evening surgery."
It is not the first time we have reported on GP surgery staff facing abuse in Wales. Michele Richards, the acting practice manager at Bryngwyn Surgery, Newport, said she has had to call the police twice in just a week to report aggressive patients.
In her neighbouring practice of St Paul's, where she also works, she said one of the senior receptionists was left "traumatised" after being punched, while another was racially abused. You can read more about that by clicking here.
We also profiled a day in the life at Ferndale Medical Centre, where doctors, receptionists, and other primary care staff spoke candidly about the daily struggles they are facing, including increasing frustration from patients dealing with the reception team. You can read more about that here.
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