The Practice staff shall always show due respect and courtesy when dealing with patients and their representatives. We respectfully request that patients and their representatives do the same when dealing with members of the practice team.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.
No form of aggression (whether verbal or physical in nature) will be tolerated - any instances of such behaviour on the practice premises may result in the perpetrator being reported to the Police and removed from the practice’s List of Registered Patients.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
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 of verbal and physical violence towards GPs, staff or other patients.
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.
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 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 Unexpected Behaviour
- Excessive noise eg. re-current 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
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. Anyone found abusing 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 a 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 remove the patient from the Practice list. Reasons for removal will be given in writing.