STAFF at Stourport Medical Centre have been ‘overwhelmed’ by the support they have received from patients after revealing online abuse employees were receiving last year.
Last month, the centre on Dunley Road took to Facebook to post a message to patients and other members of the community, during which they said they were growing ‘increasingly concerned’ by the online comments, including personal posts about staff, which were proving upsetting.
But staff at Wyre Forest Health Partnership, which runs the medical centre, have now said they have been given constructive feedback and words of encouragement in the weeks since.
A spokesperson for the Wyre Forest Health Partnership told the Standard: “Following the Facebook post we shared before Christmas, we have been overwhelmed by the volume of support and kind messages we have received from our patients and the wider community.
“We absolutely welcome feedback, as it helps us reflect and make improvements where needed.
“However, getting personal or abusive via social media is neither helpful nor constructive.
“Thankfully, this behaviour comes from only a very small minority.
“The vast majority of our patients continue to be courteous, respectful and understanding when attending the surgery.
“Many have commented directly to our staff that they are shocked by some of the online comments and by the way a small number of individuals behave towards the team.
“By taking a clear stance through our zero-tolerance policy and openly calling out unacceptable behaviour, we believe awareness has been raised.
“Since doing so, we have already seen an improvement in interactions, which has been reassuring for both staff and patients.”
The spokesperson added Stourport Medical Centre has seen a significant reduction in phone waiting times since it moved to a total triage system.
“We would like to reassure patients that access to our services is currently good.
“There are many days when there are no more than five callers in the queue at any one time, allowing those who need to contact us by phone to do so easily.
“This change has helped us manage demand more effectively and respond to patient needs more safely and efficiently.
“Our team continues to work extremely hard to provide the best service we can, often under considerable pressure and we remain committed to delivering excellent care.”
