A GP partnership in Basingstoke has changed their automated phone message to encourage patients to be kind, after staff experience “high levels of abuse”.

The Camrose, Gillies and Hackwood Partnership, look after more than 40,000 patients but the GP patnership is struggling with “high levels of sickness absence” after reception staff have been subjected to abuse.

All patients who use the partnerships phoneline will be greeted with an automatic message stating: “Thank you for calling Camrose, Gillies and Hackwood Partnership, we are experiencing extremely high call volumes combined with high levels of abuse of our reception staff resulting in high levels of sickness absence. Please treat staff with kindness and respect.”

According to a new study by the Institute of General Practice Management( IGPM), more than 75 per cent of staff at GP surgeries suffer daily abuse from patients.

The majority (78 per cent) face threatening behaviour, racist or sexist abuse from patients, and 83 per cent reported having called the police for help.

But the Camrose, Gillies and Hackwood partnership have come under fire for wait times with one resident claiming they were waiting over an hour to speak to reception staff on Wednesday, July 14, before having another nine hour wait for a call back.

The angered patient took to social media to ask if other residents had similar experiences, writing: “Has anyone else lost the plot trying to get through on the phone to Camrose Doctors in Brighton Hill? I've been on hold for over an hour (sorry, I'm very stubborn) and all I'm getting is 'you are in a queue of over 30’.”

Another patient was quick to comment about his experience using the partnership, stating: “I can see this Gillies Partnership imploding soon. It seems the overall practice manager doesn’t know how to run a practice. It took them over 4 weeks for them to send a form off for me.

“It would still not have been sent had I not raised an official complaint with them and NHS England. The sad truth is that most surgeries are like this now and if you live in the catchment of Gillies your options are very limited.”

A total of 144 people shared their experience of using the surgery, whilst many were negative, others were quick to jump to the surgery’s defence with one woman saying: “The receptionists work hard at CGH (I used to be one of them) they deal with some, what I can only describe as vile, abuse from some people.

“Believe it or not they are constantly on the go all the time it’s never ending. They are not there filing their nails at the water cooler, damn they don’t even have a water cooler.

“The lack of GPs is the main issue here. Please, I know it’s beyond frustrating but be kind to the receptionists they are under so much pressure on [a low] wage they are doing what they have been told to do. They would love to give you an appointment as and when you want one but they can’t. Show some support for the receptionists.”

Another in defence of the GP said: “I've had quite a bit to do with Gillies lately and I have to say the receptionists I've spoken to have been totally helpful.

“Its not a problem to press 1 for a call back. The only thing that gets to me is the message about abuse but the sad thing is it seems to be necessary. Really no need for such behaviour no matter how you're feeling.”

The Camrose, Gillies and Hackwood Partnership have been contacted for comment.