ZERO TOLERANCE

ZERO TOLERANCE POLICY                                                              

As a Practice, we are very aware that visiting your GP practice 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 a Zero Tolerance policy whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.

Any patient (or their relative/carer) who verbally abuses (including swearing at) a member of practice staff will be sent a letter from the Practice confirming that this behaviour will not be tolerated.

Any future violation of this policy may result in the patient’s removal from the Practice patient list.

The Police will be called in all cases of violence.

The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients and that non-observance will not be accepted.

Physical and verbal abuse includes:

  • 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
  • Damage to an employee's or employer's property

 

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