As an employer, the practice has a duty to care for the health and safety of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients 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 understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably. All incidents will be followed up with either a phone call or letter, whichever is more appropriate.
However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the practice list. 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.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
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
- Excessive noise e.g. recurrent loud or intrusive conversation or shouting
- Threatening or abusive language involving swearing or offence remarks
- Derogatory racial or sexual remarks
- 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