Zero Tolerance Policy

Our policy

We are committed to providing a safe, respectful and welcoming environment for our patients, visitors and staff.

Our team comes to work to help and care for our patients, and everyone has the right to be treated with kindness, dignity and respect. We understand that people may sometimes feel worried, frustrated or upset, particularly when they are unwell. However, abusive, aggressive or threatening behaviour towards our staff will not be accepted.

This includes:

• Shouting, swearing or using abusive or offensive language
• Threatening or intimidating behaviour
• Personal insults, discriminatory comments or harassment
• Aggressive behaviour in person, over the telephone or online
• Unwanted or inappropriate comments of a personal or sexual nature
• Threats of violence or physical violence
• Deliberately damaging practice property

Where behaviour is unacceptable, staff may end a telephone call or conversation or ask the person to leave the premises.

Abusive, threatening or violent behaviour may result in a patient being removed from the practice list, in accordance with NHS regulations and our practice policy. In serious cases, including incidents involving violence or threats of violence, the police may also be contacted.

We will always listen to concerns and complaints. Raising a concern, making a complaint or disagreeing with us will not, by itself, be considered abusive behaviour. We simply ask that concerns are communicated respectfully.

Please treat our staff as you would wish to be treated

Respect works both ways. Our staff will treat you with courtesy and respect, and we ask that you do the same.

Thank you for helping us keep our practice a safe and respectful place for everyone.