As a responsible employer, the practice has a duty to care for the health and safety of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning behaviour towards staff. As such we will not allow verbal or physical violence or abuse towards GPs, staff or other patients.
NHS guidance concerning zero tolerance and as such we subscribe to the policy of “zero tolerance” of verbal and physical violence or abuse towards GPs, staff or other patients.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.
We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.
If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient repeatedly ignores their responsibilities to the practice, we have the right to remove the patient from our practice list.
Examples of unacceptable standards of behaviour
- Violence.
- Excessive noise eg recurrent loud or intrusive conversation or shouting.
- Threatening or abusive language involving swearing or offence remarks.
- Derogatory, insulting, racial or sexual remarks.
- Malicious allegations relating to members of staff, other patients or visitors.
- Offensive sexual gestures or behaviours.
- Abusing alcohol or drugs on practice premises.
- Drug dealing on practice premises.
- Willful damage to practice property.
- Threats or threatening behaviour.
- Theft.
Patient conduct towards staff
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.
Most people respect this.
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, where a breakdown in the relationship occurs between the practice and a patient, it is appropriate for the patient to be removed from the practice list. This may also include any members of the patients immediate family, if the practice feels this is appropriate. If the breakdown is of a serious nature e.g. aggression or verbal abuse towards any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Although conciliation may be considered, steps may also be taken to remove the patient from the doctor’s list.
Reasons for removal will be given in writing.