Our Commitment to Staff and Patients
As an employer, the practice has a duty of care to protect the health, safety and wellbeing of its staff. We are legally responsible for providing a safe and secure working environment. Staff mental health is just as important as physical health.
We are committed to maintaining a respectful, supportive environment for both patients and staff.
All patients and visitors are expected to behave in a reasonable and respectful manner at all times.
Zero Tolerance
We follow NHS Zero Tolerance guidance.
Any incident in which a member of staff is abused, threatened or assaulted in relation to their work is unacceptable and will not be tolerated.
This includes:
- Serious or persistent verbal abuse
- Aggressive tone or language
- Swearing or offensive language
- Behaviour that leaves staff feeling upset, intimidated or distressed
Physical Abuse or Threatening Behaviour
Any physical assault or threatening behaviour (verbal or physical) towards a member of staff by a patient or their relatives will:
- Be reported to the police
- Result in immediate removal from our patient list
- Lead to registration with the Special Allocation Scheme
Where police assistance has been required or a police report has been made, removal will be immediate.
Alcohol, Drugs and Fraud
Patients must not attend the surgery under the influence of alcohol or illegal drugs.
The following will be reported to the Police and the NHS Counter Fraud Authority:
- Alteration or falsification of prescriptions
- Drug dealing on practice premises
Breakdown of the Doctor–Patient Relationship
The General Medical Council states in Good Medical Practice that, in rare circumstances, the trust between a practice and a patient may break down to the extent that the professional relationship must end. This may occur where a patient has:
- Been violent or abusive
- Stolen from the premises
- Persistently acted unreasonably
Where appropriate, we will always aim for conciliation first. If removal is necessary, the reason will be confirmed in writing.
Unrealistic or Disruptive Demands
We understand that patients may have preferences. However, persistent or unrealistic demands that disrupt the service are not acceptable.
Examples include:
- Insisting on speaking only to a specific team member
- Refusing to see an appropriately qualified clinician (for example, a Pharmacist or Urgent Care Practitioner where clinically suitable)
- Refusing to see an available GP when a preferred GP is unavailable
- Demanding same-day appointments for routine issues
- Refusing to use approved consultation routes
- Contacting staff via personal email or social media instead of official practice channels
The practice has a finite number of appointments. You may be offered an appointment with a clinician who is not a GP, or not your preferred GP, but who is fully qualified to manage your clinical need.
Warning Process
Where behaviour does not warrant immediate removal, we will:
- Issue a formal written warning.
- Advise that further incidents within 12 months will result in removal from our patient list.
Examples of Unacceptable Behaviour
Depending on severity, the following may result in a warning or removal:
- Violence
- Threats or threatening behaviour
- Excessive shouting or disruptive behaviour
- Swearing or offensive remarks
- Racial or sexual comments
- Aggressive or intimidating language
- Malicious allegations against staff or other patients
- Offensive gestures
- Damage to practice property
- Theft
- Substance misuse on the premises
- Persistent unrealistic service demands
- Repeated derogatory comments about the practice or individuals (verbally, digitally or on social media), including unfounded allegations
This list is not exhaustive.
If You Are Unhappy With Our Service
If you are dissatisfied, we encourage you to use our formal complaints procedure so that we can review and respond appropriately.
You also have the right to register with another practice if you wish.
There is no need for abusive or unpleasant behaviour when clear processes are available to address concerns.
We trust this policy supports a safe, respectful and professional environment for everyone.