As an employer, the practice has a duty to care for the health, safety, and well-being of its staff and a legal responsibility to provide a safe and secure working environment for staff. All patients and staff are expected to behave in an acceptable, respectful manner. Any incident of violent or abusive behaviour towards staff or patients is unacceptable and not tolerated. This may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning Zero Tolerance.
The Practice has a policy of “zero tolerance” of verbal and physical violence towards GPs, staff or other patients.
We try at all times to deal with patients in a polite and courteous manner. In return, we expect that the same is shown to all staff and doctors at the Surgery. Whilst we understand that a visit to the doctors can be at times stressful or worrying, we will not tolerate aggression or abuse to either our reception staff or any of the professional staff at the Surgery. Any patient who is threatening or abusive to any member of our team will be removed from the practice list without further warning.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, staff member, or other patient or who damages property.
All instances of actual physical abuse on any doctor or member of staff by a patient or their relatives will be reported to the police as an assault.
We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.
If you are seriously unhappy with the quality of service, you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient repeatedly ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list.
Examples of Unacceptable Standards of Behaviour
- Violence.
- Excessive noise, e.g. recurrent loud or intrusive conversation or shouting.
- Threatening or abusive language involving swearing or offensive remarks.
- Derogatory racial or sexual remarks.
- Aggressive, forceful tone and/or language that upsets staff.
- Malicious allegations relating to members of staff, other patients or visitors.
- Offensive sexual gestures or behaviours.
- Abusing alcohol or drugs on practice premises.
- Drug dealing on practice premises.
- Wilful damage to practice property.
- Threats or threatening behaviour.
- Theft.
- Persistent and/or unrealistic demands on the service.
- Repeated derogatory comments about the practice or individuals either verbally, in writing/digitally or on social media platforms – this applies to factual and false information as we have a process to provide feedback on dissatisfaction.
This list is not exhaustive, and there may be other occasions when we have cause to issue a warning or remove you from our patient list. If you are unhappy with the practice, we have a complaints procedure to assist you, or you have the choice to register with another practice. There really is no need for unpleasant behaviour with these options available to support you.
Zero Tolerance
Our Staff have the right to be treated with dignity and respect at all times.
They should be able to do their jobs without being physically or verbally abused.
Most people respect this.
Anyone found abusing the staff in person or on the telephone will be asked to leave the practice.
This behaviour will NOT be tolerated.
Removal from the List
In exceptional circumstances, a breakdown may occur between a doctor and his patient. If the breakdown is of a serious nature e.g. serious physical or verbal abuse to any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Steps may be taken to have the patient removed from the doctor’s list. Where possible, conciliation would always be the preferred route.
Reasons for removal will be given in writing.
We trust this clear policy supports a mutually respectful environment for patients and staff.
| Written by: Rowena Beech Signed: RBeech | Authorised by: Signed: Dr Sanveer Tiwana |
| Job title: Practice Manager | GP Partner |
| Effective Date: September 2024 | Review date: September 2025 |