Across North Cumbria, GP practices and wider healthcare teams have reported an increase in incidents where staff have faced verbal abuse, aggression, or threatening behaviour from patients. These incidents are deeply concerning and have a significant impact on the wellbeing of staff and the safe running of services.
This behaviour is unacceptable, and practices will respond appropriately to protect their teams. In serious cases, practices have the right to remove patients from their list if they are violent or abusive.
We Are All Human
Healthcare can be a stressful experience for both patients and staff, and moments of frustration or anxiety are understandable. However, it is important to remember that behind every phone call, consultation, or message is a real person doing their best to help. As we often remind across our local NHS organisations — we are all human.
Respect Works Both Ways
Everyone working in healthcare has the right to feel safe at work. Staff are expected to treat patients fairly, kindly, and respectfully, and the same respect should be shown in return.
Patients who have concerns about their care are encouraged to use formal complaints channels, which exist to ensure that feedback and issues can be raised safely and effectively. Abusive behaviour is never acceptable and will not be tolerated.
To learn more about the rights and responsibilities of patients and staff, you can read the NHS Constitution.
Across All Health Services
This message applies not only to GP practices but to all areas of healthcare — including dentists, opticians, pharmacists, hospital staff, community services, and the many others working across the local NHS.
Working Together for Better Care
Healthcare services continue to face high demand and significant pressures, but teams across the system are committed to providing the best possible care for patients.
While technology and expectations may have changed, one thing remains the same: kindness and respect go a long way in helping us work together to deliver safe and effective care.
In a world where so many things seem to be increasing in cost, kindness is still free to share.
