Our practice, like all NHS practices operates and follows the NHS guidance regarding a ZERO TOLERANCE policy against violence and aggression.
As an 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,abusive or threatening behaviour towards staff or patients may result in removal from our practice list, rejection to register or even criminal proceedings.
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. Our staff have the right to request anyone being abusive in person to leave the surgery, and the right to terminate a telephone call with and anyone who is being abusive.
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 rare occasion when a patient ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list.
Examples of Unacceptable Standards of Behaviour:
• Excessive noise e.g recurrent loud or intrusive conversation or shouting.
• Threatening or abusive language involving swearing or offence remarks.
• Intimidation Tactics.
• 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.
• Refusal to adhere/agree to the practice policies, e.g insisting with a member of staff that your repeat prescription be done on the day, when our policy is 2 working days.
• Derogatory racial or sexual remarks.
• Malicious alllegations 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.
• Wilful damage to practice property.
• Threats or threatening behaviour.
Removal from the practice list
A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice and this may be suggested/requested via a letter. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household
In rare cases because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.