Beith Health Centre release statement after staff 'abuse'

The GP practice said they felt compelled to address the issue in light of "extremely negative" social media posts made by "a small minority of individuals".

They added that they also decided to take action due to many of their staffing team living in the local area - meaning that negative comments have affected their day-to-day lives.

The statement said: "This decision has not been undertaken lightly, but following a week where one of our newly appointed receptionist experienced two instances of what can only be accurately characterised as abuse - and having been made aware of the profound detrimental effect this is having on our team as a whole, we simply cannot continue to ignore these behaviours.

"We know we are not alone in experiencing this phenomenon with the rise of social media at a time of unprecedented demand and undeniable problems within the NHS as a whole.

"Most of us have seen similar criticism levelled at practices where we live, and sadly therefore have come to expect it to a degree. Aware that meeting such comments head on could potentially inflame things, we have previously chosen to remain silent.

"This is of course easier for those of us who do not live locally and therefore do not see the posts.

"For many of our administrative team this is not the case, and even choosing not to follow the pages concerned does not protect them as it is mentioned to them by friends and family. Ultimately our valued staff have appealed to us to take action."

The practice have looked to highlight the impact these comments have had on staff. (Image: Unsplash)

The health centre also looked to further highlight the detrimental impact the comments have had on the practice and its operation.

They continued: "Our hard working receptionists tell us that last week they dreaded coming to work and considered calling in sick due to the negative treatment.

"Some describe ruminating over their experiences at work over the weekend and being unable to escape it even on days off due to the posting.

"Individuals who have been with us for some years tell us they have considered looking for other jobs."

It was added that some members of staff feel that the negative comments have spread beyond social media.

The statement continued: "A clinical staff member commented on feeling embarrassed to walk round to the local bakers during break periods fearing that people were looking at and judging them for having time to take a break.

"Another clinician had a patient comment negatively that they had seen them out walking during lunchtime, clearly implying that they couldn’t have been very busy if they had managed a break.

"Abuse, trolling, bullying and dehumanizing comments should not be an expected or accepted part of any job. Most of us have an awareness of the clear and obvious potential effects of this in all other walks of life. Our staff are no different.

"There is no doubt that such behaviour compounds existing problems with recruitment and retention of both clinical and administrative staff.

"We know that it has certainly contributed to at least one GP and a number of reception staff resigning in recent years."

(Image: Street View)

Further context was added, stating that patient confidentiality prevents the practice responding or addressing any points raised directly - though they say many of these "represent a gross mischaracterisation of events".

They added: "As is so often the case with social media, posts then lead to further contribution from dissatisfied individuals creating an echo chamber of negativity, which is frustrating when we have no right of reply."

And the practice team are now pleading with locals to consider the impact of their behaviour and have patience with staff.

They said: "Our entire team are ultimately here to help patients with their medical problems. Naturally, as has always been the case, this can only occur within the confines of what we can realistically offer on a day to day basis.

"Aware that we will never please all of the people all of the time, we aim to provide a safe and robust service.

We are aware that changes have not been well received by some of our patients, but equally that they are valued and appreciated by many. Our reception staff are there to help.

"They seek to gather information in order to assist you as best they can within the boundaries of the appointment types and timeframe they have available.

"Please do consider the potential effects your words and behaviours have on others.

"We have various pieces of positive news regarding recruitment to both the clinical and admin teams we had planned to publicise, but events last week have taken priority. We are excited to share this with you in due course."