Zero Tolerance

Zero Tolerance

The Practice supports the NHS Zero Tolerance policy which 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.

All our staff aim to be polite, helpful and sensitive to all patients' individual needs and circumstances whilst they are following NHS England and practice policies, procedures and protocols.

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.

Aggressive behaviour, be it violent or abusive, will however not be tolerated and may result in you or a family member(s) being removed from the practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like its patients, their carers and families to take note of types of behaviour that would be found unacceptable. They include but are not limited to:

  • Using offensive / bad language or swearing at practice staff
  • Any physical violence towards any member of the practice team or other patients such as pushing or shoving
  • Verbal abuse towards the staff in any form including insults and emotional intimidation
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Racial abuse and sexual harassment
  • Bullying, intimidation and / or harassment
  • Inappropriate use of personal email addresses
  • Causing damage / stealing from the practice's premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently
  • Submitting habitual or vexatious complaints
  • Persistently acting inconsiderately or unreasonably

We ask that you treat your GPs and their staff courteously at all times.

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