This practice holds a Zero Tolerance policy, this means the Practice will not accept abusive and violent behaviour towards GP’s, staff or other patients.
The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.
Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff 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.
However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
Examples of unacceptable standards of behaviour
- Violence.
- Excessive noise, Example; recurrent loud or intrusive conversation or shouting.
- Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving.
- Verbal abuse towards the staff in any form including verbally insulting the staff.
- Racial abuse and sexual 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 can not.
- Causing damage/stealing from the Practice’s premises, staff or patients.
- Obtaining drugs and/or medical services fraudulently.
- Abusing alcohol or drugs on practice premises.
- Theft.
Sexual Harassment
Sexual harassment is unwanted behaviour of a sexual nature that violates a person’s dignity and can create an intimidating, hostile, or offensive environment.
Examples of Sexual Harassment Includes: Making sexual jokes or comments. Unwelcome touching or hugging. Invading someone’s personal space in a sexual manner. Sharing inappropriate content on social media. Sending sexually explicit texts or emails environment.
Our Role: Treat staff and fellow patients with dignity and respect. If you witness or experience any inappropriate behaviour, report immediately
Zero tolerance
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 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.