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Growing up, I always believed that healthcare professionals were there to care for us, to treat us with the utmost compassion and respect. However, my recent experiences in the GP practices across Scotland have shattered this belief. I've faced dismissive attitudes, been spoken to in a condescending manner, and made to feel like a burden rather than a patient seeking help.

Over  the past few years, I’ve experienced firsthand how difficult and distressing it can be to deal with GP surgeries where patients are not treated with basic respect and understanding. While patients are constantly reminded that “abuse will not be tolerated,” there is no equal system in place when GP staff or doctors speak rudely, dismissively, or act unprofessionally toward patients.

I was recently asked to leave my GP surgery because of what they described as “abusive behaviour” towards reception staff. However, this came after I was  spoken to in a  and unhelpful manner while I was simply trying to access the care and medication I needed during a severe mental health crisis. I had been left without pain medication for weeks and had been put on a new anti depressants was a having neurological attack.   When I later phoned the same surgery the following week about my medication, I calmly told the receptionist that the call was being recorded for mutual protection — to ensure a fair and respectful exchange. The difference was immediate: the receptionist was polite, professional, and the conversation went smoothly.

During a recent appointment at what was then my new GP surgery, I was left feeling deeply uncomfortable and distressed. While explaining my circumstances, the GP responded with a long silence. When I said something he did not like, I was made to feel demeaned—a situation no patient should ever experience.

The reason I was asked to leave was that I had allegedly been abusive to two receptionists, supposedly causing a breakdown in relationships with the GPs. I want to be clear: apart from rare occasions, receptionists at my previous practice were always professional. It was the GP’s behaviour that caused distress—I was reduced to tears, something that had never happened to me with a doctor before. This shows that patients can be unfairly punished for staff behaviour while GP accountability is ignored.

At our first meeting, I informed the GP that I have NEAD (Non-Epileptic Attack Disorder) and that stress can trigger my seizures. This was ignored, leaving me anxious and unsafe. Experiences like this highlight the urgent need for an independent body to provide fair, unbiased complaint assessments, protecting both patients and staff.

Despite sending two letters to the practice manager about my treatment, my concerns were ignored. Instead, I received a letter from the same GP who caused my distress, asking me to find a new surgery. No accountability, no investigation, no support.

Patients must be able to raise legitimate concerns without fear of punishment. GP staff must be held accountable for their actions. I am calling for a system that ensures fair treatment, protects patients, and holds practices responsible when failures occur.

This shows that accountability works both ways. If patients are expected to communicate respectfully, then GP staff and doctors must also be held to the same standard. Patients often face extremely difficult circumstances — illness, anxiety, pain, or emotional distress — and deserve compassion, not judgement or hostility.

I am calling on the Scottish Health Minister and NHS Scotland to:

Create clear accountability and reporting procedures for GP staff behaviour.
Ensure complaints about GP staff are investigated independently, not internally.
Introduce mutual respect policies that protect both patients and staff.
Require GP practices to record or document all patient-facing calls and interactions for transparency and fairness.

Everyone deserves to feel safe, respected, and listened to when accessing healthcare. It’s time for real accountability and change.

It's disheartening to know that I am not alone in this. Many others have shared similar stories of feeling undervalued and disregarded in our healthcare system. According to a 2022 survey conducted by Healthcare Improvement Scotland, nearly 25% of patients reported dissatisfaction with the way they were treated by GP staff. This highlights a systemic issue that needs urgent attention.

Healthcare professionals are the backbone of our communities, and most do their jobs with dedication and empathy. However, it is crucial that the few who undermine patient dignity and trust are held accountable. Clear guidelines and standards must be enforced, ensuring all patients are treated with the respect and care they deserve.



By signing this petition, you can help voice the demand for a healthcare environment where everyone is treated with kindness and understanding. Join us in advocating for a change that will make a difference in the lives of countless patients across Scotland. Let's work together to restore the integrity of patient care in our communities. We urge you to sign and share this petition to support this vital cause.

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