ZERO Tolerance Policy

Violence and Abusive Behaviour Policy

As an employer, we have a responsibility to ensure the health, safety, and well-being of our staff. This includes providing a secure and supportive working environment, where mental health is treated with the same importance as physical health.

We expect all patients and staff to conduct themselves in a respectful and appropriate manner. Our practice adheres to the NHS Zero Tolerance guidance, which means that any form of abuse, threats, or assault related to the work environment is strictly prohibited.

This policy covers:

Verbal abuse: Including persistent use of aggressive language, swearing, or foul language and derogatory comments towards staff.
Aggressive behaviour: Any actions or language that threaten or upset staff members.
Physical abuse: Any form of assault or threatening behaviour towards any member of the team will be reported to the police.

Staff should not be left feeling upset or distressed after an interaction with a patient. In cases of physical abuse or threats, we will take immediate action, including police involvement.

Breakdown of the Doctor-Patient Relationship

In exceptional cases, a serious breakdown in the relationship between doctor and patient may occur. This could be due to physical or verbal abuse, or if the trust between the doctor and patient is irreparably damaged. If this happens, we may immediately remove the patient from the practice list. If the situation does not warrant immediate removal, we will issue a first and final warning.

Examples of Disruptive or Unacceptable Behaviour

Examples of behaviour that may lead to removal from the practice or a first and final warning include, but are not limited to:

Demanding to speak only to a specific team member.
Refusing appropriate clinical appointments (e.g., insisting on a GP appointment when a nurse or pharmacist would suffice).
Using inappropriate means of communication, such as social media or personal emails, instead of the approved practice channels.
Derogatory comments about the practice or its staff, whether verbal, written, or on social media.
Demanding same-day appointments for non-urgent needs, thus depriving those with urgent needs of access.
Repeatedly contacting the practice outside of designated channels (e.g., by social media or personal email).
Making excessive or unrealistic demands on the service including demands for controlled drugs
Excessive noise (e.g., loud, intrusive conversation or shouting).
Abusive, threatening, or offensive language.
Racial, sexual, or discriminatory remarks.
Malicious allegations against staff, other patients, or visitors.
Offensive gestures or behaviour.
Substance abuse on practice premises.
Drug dealing or misuse on practice premises.
Vandalism or damage to practice property.
Theft.
Persistent, unrealistic service demands.

This list is not exhaustive, and we reserve the right to take action based on any other unacceptable behaviour.

Immediate Removal from Practice

You will be removed from our patient list immediately in the following circumstances:

When police involvement is necessary, or a report is made to the police.

Appointment Allocation and Access to Care

Due to high patient demand, we cannot always accommodate requests to see a specific GP. We do provide a named GP service, but patients may be directed to another appropriately qualified clinician if necessary. If you are dissatisfied with the service, you have the right to register with another practice.

Complaints and Feedback

If you are dissatisfied with the service provided, we encourage you to use our complaints procedure or register with another practice. Unpleasant behaviour is not necessary, as there are support mechanisms available for you to voice concerns.

We hope this policy provides clarity and fosters a respectful environment for both our patients and staff.