Primary Care Collaborative North Cumbria has issued a message highlighting the challenges that can arise during the winter months, when demand for health services typically increases.
The organisation said GP practice teams across north Cumbria would be doing their best to help everyone who needs care, while following triage systems designed to ensure patients are seen by the right healthcare professional at the right time.
It said general practice has changed significantly in recent years, with many practices now employing a wider range of healthcare professionals rather than relying solely on GPs.
As a result, receptionists and care navigators often follow processes set by clinical teams to direct patients to the most appropriate member of staff, which could include nurses, healthcare assistants or other specialists.
In a statement shared on social media, Primary Care Collaborative North Cumbria said receptionists and care navigators were not responsible for NHS pressures or the wider challenges many people face in their daily lives.
The group acknowledged that rising household bills, cost-of-living pressures and other personal difficulties can leave people feeling frustrated or worried.
However, it stressed that practice staff are simply trying to help patients access the care they need and may themselves have been dealing with difficult situations throughout the day.
The organisation is planning to share further information in the coming weeks explaining how GP practice triage processes work and why patients may be directed to different members of a practice team.
It ended its message with a reminder that “a little kindness can go a very long way” when contacting healthcare services this winter.