KNIGHTON residents are being reminded to treat staff at the town’s surgery with respect following episodes of “unacceptable behaviour” born out of frustrations during the Covid-19 pandemic.

The pandemic has tragically led to bereavement throughout Wales and Powys, and caused heartache, panic, confusion and concern. There has been suspension of and delays to many public services, including at hospitals, doctor’s surgeries and health facilities, but the practice manager at Knighton’s Wylcwm Street Surgery has urged locals to work with staff and treat them with “respect and courtesy” following a number of unpleasant incidents.

A statement from practice manager Juliet Tyler was posted on the Advice from the Hub’s Facebook page – Knighton and District Community Centre’s advisory service to the community – on Thursday, July 22.

“Most patients have been very understanding through these difficult times which we greatly appreciate,” said Ms Tyler.

“However, our practice staff have also sadly experienced episodes of unacceptable behaviour.

“Throughout the Covid-19 pandemic, we’ve remained open to patients. If you wish to wait in the waiting room please inform the receptionist. We’ve offered appointments using new ways of working and new technology.

“We appreciate the telephone lines are very busy and My Health Online (MHOL) is not a new technology; it allows you to order your medication on line, please contact the surgery for details. We are working on providing a generic email address and will update you as soon as this is available.

“While we appreciate how hard this has been for us all, and how frustrating the changes have been for everyone, we urge our community to work with us to ensure that we can continue to provide care to every patient who needs care as soon as possible and in the most appropriate location, be that by telephone, video-consultation or a face-to-face consultation.

“The Covid-19 pandemic has affected everyone worldwide. For us, it has meant that the extra cleaning and safety precautions necessary to keep everyone safe has imposed a significant barrier to seeing as many patients as were previously used to seeing.

“On the upside, many of you will know that we have been able to sort out many problems without needing to call people in and at greater convenience for everyone. We, like every other GP practice in the UK, are doing our very best to adapt safely to the new working environment. Clearly, the future remains uncertain. As such, we need to treat each other with respect and courtesy as we deal with the changes to come.”

Ms Tyler also shared the Royal College of General Practitioners’ most recent publication from July 9, which published latest GP patient survey results as well as patient satisfaction, which revealed this has hit its highest point in three years despite the pressure of the pandemic.

“We understand the drive to return to normal as soon as possible,” states the report.

“And as GPs, who are at the forefront of caring for patients whose physical and mental health has been directly and indirectly impacted by lockdown restrictions, we see both sides of the argument.

“But the safety of patients, and those delivering their care, must be paramount.”

Ms Tyler added: “We at Wylcwm Street Surgery hope you will work with us to safely move on to the next stage.”