Zero Tolerance Policy

Background

As a Practice we are very aware that visiting your GP can, at times, be stressful and concerning for patients. Delays in obtaining appointments and delays in surgery times, due to unforeseen emergency appointments, can also add to these concerns.

We always strive to meet patient expectation and deliver the highest standards of healthcare. For the vast majority of our patients we achieve this, despite the finite resources and steadily increasing demand for services that exists today within the NHS.

Our staff come to work to care for others and it is important for all members of the public and our staff to be treated with respect. 

In line with the rest of the NHS and to ensure this is fully observed we have instigated a Dignity at Work and Zero Tolerance policy, whereby aggressive behaviour, violent behaviour or harassment towards our staff will not be tolerated under any circumstances. 

Examples of behaviour which would be found unacceptable are: 

• Using bad language or swearing at practice staff
• Any physical violence towards any member of the team or other patients, such as pushing or shoving
• Verbal abuse towards the staff in any form including verbally insulting the staff and raising your voice
• Racial abuse and harassment will not be tolerated within this practice
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
• Causing damage/stealing from the practice premises, staff or patients
• Obtaining drugs and/or medical services fraudulently
• We ask you to treat your GPs and their staff courteously at all times.

Warning Letters

Where unacceptable behaviour is observed or reported, the Practice Management will send a letter to the person confirming the nature of the unacceptable behaviour, when this behaviour occurred, and advise that a repeat of the behaviour will not be tolerated. Any future violation may result in removal from the practice patient list.

Removal from List

The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust. When trust has irretrievably broken down, the practice will consider all factors before removing a patient from our list. Where it is agreed at a Partnership meeting that the patient-practice relationship has irretrievably broken down the patient will be written to advising they should find a new practice.

Immediate removal will take place in any act where the police are involved e.g. violence.