Violence Policy

Zero Tolerance Policy

The Practice staff shall always show due respect and courtesy when dealing with patients and their representatives. We respectfully request that patients and their representatives do the same when dealing with members of the practice team.

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

No form of aggression (whether verbal or physical in nature) will be tolerated - any instances of such behaviour on the practice premises may result in the perpetrator being reported to the Police and removed from the practice’s List of Registered Patients.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Behaviour at the surgery

We expect everyone at the surgery to be treated with respect. When visiting the surgery please be courteous to other patients who may be frail, vulnerable and unwell.

We will be do our best to treat everyone to the best of our ability and in return we expect our staff to be treated with respect. It is unacceptable to be violent and aggressive at the surgery for any reason and we will not tolerate this.

There is massive pressure on General practice now, people are living longer, with more complex medical needs, and less are being treated in hospitals. Despite the doctors working 10-12 hours or more every day there are times when you might not get an appointment with the doctor of your choice at the time you want. Please remember this is not the receptionists fault. They will try their best to help you if you let them.

If ever you can't get in to see the doctor you want, for whatever reason, you can ask the receptionist to send them a message so that they can call you back. Make sure we have your correct mobile number on record if you have one.

Please treat our staff with respect on the phones and at the reception desk. Being aggressive at reception initimidates other patients as well as the staff. If you have forgotten to put your prescription request in early enough it is not the receptionists fault. If the doctor feels they can not issue it, for whatever reason, it is not the receptionists fault. Please stay calm and the receptionist will try and help you get what you need. For example, they may be able to get a prescription signed after surgeries have finished but they can not interupt a doctors session.