Respect and Patience with Our Staff


Dear Patients,

We are writing to address an important issue that affects us all at Steyning Medical Practice. Recently, there have been instances where our reception staff have faced unacceptable behavior from patients, including shouting and aggression. We understand that visiting the surgery can be stressful, particularly when you are unwell or anxious about your health. However, it is crucial to remember that our reception team is here to help and support you, and they are doing their utmost under challenging circumstances.

Understanding the Pressures

The entire NHS is experiencing unprecedented levels of demand. Like many other practices, we at Steyning Medical Practice are working tirelessly to meet the needs of our patients. Our receptionists are often the first point of contact, managing a high volume of calls and queries daily. They are essential to the smooth running of our surgery and work diligently to assist everyone as efficiently as possible.

The Importance of Respect

It is essential to treat our reception staff with the same respect and courtesy that you would expect to receive. Shouting or aggressive behavior is never acceptable and only serves to make a difficult situation more challenging for everyone involved. Our team is committed to providing the best possible care and service, and mutual respect is a critical component of that process.

Medication Requests and Appointments

We kindly remind you that all medication requests should be made with at least five working days' notice. This advance notice allows us to process your requests in a timely  and safe manner, ensuring that you receive your medication without unnecessary delays.  We do appreciate that the prescription query line being closed has caused frustration, but this was because we have been so short staffed and it just delayed things further having to answer the phone constantly. We have now recruited new staff and hope to have this back up and running in the next few weeks, albeit limited hours initially. If you have questions, please speak to your local pharmacist who may be able to help and who are often a good source of knowledge and advice. 

We also acknowledge that securing GP appointments can sometimes be challenging. We are continuously working to improve our system and increase availability, but the high demand means that there are times when appointments may be limited. We are trying to see as many people as we can but cannot see everyone. We sincerely apologize for any inconvenience this may cause and appreciate your understanding and patience as we strive to provide the best care possible under these circumstances.

Our Commitment to You

We are deeply committed to the health and well-being of our community. Every member of our team, from GPs to receptionists, is dedicated to providing you with the care and support you need. We understand that you may be feeling anxious or frustrated, especially when dealing with health concerns. However, it is vital to communicate these feelings calmly and respectfully to ensure that we can assist you effectively.

A Call for Patience and Kindness

In conclusion, we ask for your patience and kindness when interacting with our staff. They are working incredibly hard, often under significant pressure, to support you and your health needs. By showing understanding and respect, you contribute to a more positive and efficient environment for everyone at Steyning Medical Practice.

Thank you for your cooperation and for helping us maintain a respectful and supportive community.


Drs Holdaway, Bennett, Huxley, Jafri & Jain
GP Partners at Steyning Medical Practice

Published: Jul 9, 2024