Zero Tolerance Policy
Updated 26/02/2021 Review 26/02/2023
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 GP’s, 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 Practice. 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 Practice. Any patient being 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, 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 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
- Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes
- Sexual and racial harassment
- Threatening behaviour (with or without a weapon)
- Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or excrement.
- Attacks on Partners, members of staff or the public
- Discrimination of any kind; such as someone’s gender identity, race, sexual orientation including homophobia, biphobia and transphobia, religion etc.
- Damage to employee's or employer's property
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.