Zero tolerance

The practice fully supports the NHS zero tolerance policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.

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 and you will be sent a formal warning after a second incident or removed from the practice list, after a third incident if your behaviour has been unreasonable.

Aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the practice list and, in extreme cases, the police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.
In order for the practice to maintain good relations with our patients we would like to ask all our patients to read and take note of the occasional types of behaviour we see that are unacceptable, they include but are not limited to:

• Offensive language or swearing at practice staff
• Any physical violence towards staff, visitors or other patients, such as pushing or shoving
• Any threat of physical violence, taking legal proceedings and/or complaining to regulatory services
• Verbal abuse towards the staff in any form including insults and emotional intimidation
• Racial abuse and sexual harassment
• Persistent or unrealistic demands
• Causing damage/stealing from the practice’s premises, staff or patients
• Bullying, intimation and/or harassment
• Inappropriate use of personal email addresses
• Obtaining drugs and/or medical services fraudulently
• Submitting habitual or vexatious complaints
• Persistently, acting inconsiderately or unreasonably