'The negativity is killing us': Calderdale health boss blasts 'vile abuse' toward staff

Tracy Wilson, manager of Todmorden Group Practice, on Lower George Street, said her staff at the health centre have received 'unnecessary' abuse from frustrated members of the public during the coronavirus pandemic.

The centre has been open throughout the pandemic, but Ms Wilson said due to a backlog of appointments during the health crisis, which has gripped the country since March, many patients are having to have either phone or digital appointments.

She said: "Around 75 percent of appointments have had to be via the phone or digital. This way of working is not unique to the UK's primary care centres."

However, Ms Wilson said since Todmorden, which is part of the Calder Valley region, came out of the local lockdown restrictions two weeks ago, there has been a rise in abuse from some members of the public.

"People need to understand just because the area came out of local lockdown restrictions, that doesn't mean things are back to normal," said Ms Wilson.

"We've been accused of not doing enough. People have messaged me directly saying 'there's only been 100 people who have died in Calderdale, why aren't you open fully? What's the problem?'

"We've been told we're 'rubbish'. It's just unnecessary.

"My team are robust but they're upset - the negativity is killing us."

Ms Wilson also highlighted that some patients, such as the elderly, understandably struggle with technology and would prefer face-to-face interaction, but also said the NHS is moving to a more digital age as a result of the pandemic.

She said: "I understand parts of the population aren't technologically savvy, but I've found most elderly people aren't incapable.

"The NHS are pushing for a more online and digital service going forward too."

Todmorden councillor, Ken White said: "Since the partial easing of Covid lockdown restrictions, the practice staff have been subjected to some vile and unwarranted abuse from members of the public.

"I could tell by Tracy's voice this was something causing strain and distress upon all the health centre staff.

"Health centres are having to work in a Covid world and the stresses and fatigue this places upon them amplified even more when staff receive online abuse and abuse over the phone, etc.

"It's going to be a very long time before we return to the world we all knew before lockdown.

"No one should go to work and be expected to tolerate abuse from the public, especially so when they are providing a service to you.

"To treat staff in this kind of way only serves to crush staff moral and affect individuals well-being, which ultimately results in staff taking sick leave.

"This is a problem not just limited to Todmorden Group Practice, it's a nation wide experience across all health centres."

Ms Wilson said: "People need to understand my team haven't stopped working hard for months, and it's unfair to put more pressure on them during this unprecedented time.

"I would urge the public to think about the person on the other end of the phone, or behind that reception desk, before voicing their frustrations."