Mixed messages from the government are set to expose practice staff to increased levels of abuse, primary care leaders have warned.

According to one GP leader, staff have already faced significant abuse as they seek to encourage patients to undergo COVID vaccination. The Londonwide local medical committees is now gathering evidence of the extent of the problem, appealing for practices to submit details of incidents.

A letter to practices from chief executive Dr Michelle Drage says: “NHS England and Government ministers need to get the message out at a national level that staff in general practice, and across the NHS, are working as hard as they can, and those on the other side of the reception desk, the consulting room or at the end of the phone are people, not a faceless sounding board for frustrations. London practice staff are already receiving profanity filled letters and text messages in response to vaccination reminders, and those making calls are getting abuse and threatened with being reported to regulators, and even with violence, all just for doing as instructed by the NHS.”

Dr Drage warns of the potential for further abuse if staff seek to enforce mask wearing in line with guidance from the Royal College of GPs. She states: “With COVID prevalent, and growing, in the community it is clear that masks should still be worn in healthcare settings to protect staff and vulnerable patients. It is unfair and unrealistic to expect general practice staff to single-handedly inform patients of this and enforce it, especially after a week of the government telling people mask wearing will no longer be a requirement as of Monday.”

The Guardian gives more detail of the abuse, citing a practice where all staff received individual letters accusing them of involvement with “war crimes” because of the vaccination programme. Dr Drage told the paper: “Even those who are merely hesitant about vaccinations have been known to become abusive after repeated contacts.”

She has also warned of solicitors issuing threatening letters to practices about efforts to enforce the wearing of masks. The LMC says it has heard of solicitors threatening claims for damages for discrimination in relation to mask wearing and access to care. Practices have been advised on how to check the letters are from legitimate legal firms.