Practices are struggling to recruit staff amid growing abuse from the public and the media over the difficulty in obtaining appointments, it has been reported.

The growing crisis has led the British Medical Association to launch a survey of GPs about how they might respond. The media storm over allegations that practices are avoiding face to face appointments has come after a period when practices were already struggling to off prompt appointments. Data last week showed that 58% of appointments are now face to face – and overall, by using phone appointments, practices are offering many more appointments than before the pandemic.

According to the Daily Telegraph, the survey is asking GPs how they will respond if the government does not give them full support – and seek to defuse the abuse. Options include abandoning the use of remote consultations – and millions of appointments, cutting hours or resigning altogether.

A BMA spokesman said: “This is a critical time for the profession and it is important that members have their say on the current state of general practice. As the BMA frequently does, we are asking members for their views in this confidential survey for internal use while we continue to pursue positive engagement with NHS England and the Government. To be clear, this is not a ballot.”

Michele Richards, a practice manager in Newport, Wales, told WalesOnline: “The abuse we are facing is horrific. GPs have put themselves at risk throughout the pandemic and we’re currently working harder than ever before.”

Practice manager Angelika Slon, from South London, told The Observer that staff were leaving because of the abuse. She said: “There are a lot of lovely patients. But the amount of rudeness has skyrocketed. We are understaffed – I recruited two new receptionists over the summer. One left within a couple of days and the other left after a week and a half, because they couldn’t cope with the pressure.”

A Department of Health spokesperson said: “This government has zero-tolerance for abuse or violence directed at NHS staff. Everyone has the right to work free from fear of assault or abuse in a safe and secure environment. We are taking action to protect staff through the NHS violence reduction programme and will support the NHS, police and the Crown Prosecution Service to bring offenders to justice.”