As an employer, the Practice has a legal and ethical duty to protect the health, safety, and wellbeing of its staff. This includes providing a safe and secure working environment for all employees.
Patients are expected to behave respectfully and appropriately at all times. Any violent, abusive, or threatening behaviour towards staff or other patients will not be tolerated and may result in removal from the Practice list and, where appropriate, criminal proceedings.
The Practice fully adheres to NHS Zero Tolerance guidelines in managing such behaviour.
We are committed to treating all patients with respect and courtesy, and we expect the same in return. We will not continue any interaction, by phone, in person, or otherwise, if a patient is shouting or behaving aggressively.
If this happens, we will let the individual know that we cannot continue with the conversation because of their behaviour. Continued incidents of this nature may lead to formal action, including potential removal from the Practice list.
The Practice fully supports the NHS ‘Zero Tolerance’ campaign, which affirms that all healthcare staff have the right to work without fear of violence, abuse, or intimidation. A respectful and cooperative relationship between patients and staff is essential to delivering safe and effective care.
Our team is committed to treating every patient with courtesy, professionalism, and sensitivity to individual needs. We ask patients to recognise that our staff often manage multiple, complex tasks under pressure and strive to support everyone to the best of their ability.
Zero tolerance applies to all—patients and staff alike. If a staff member is found to have breached this standard, the matter will be thoroughly investigated and, where appropriate, disciplinary action will be taken.
If you wish to raise a concern or make a complaint about a member of staff, please complete a complaints form, and it will be handled following our complaints procedure.
If you are seriously dissatisfied with the service provided by the Practice, you have the right to register with another GP surgery without notifying us.
In rare cases where a patient repeatedly disregards their responsibilities to the Practice, or engages in inappropriate, aggressive, or abusive behaviour, we reserve the right to remove them from our Practice list. Please note:
- Violence includes actual or threatened physical harm and verbal abuse that causes fear for personal safety.
- Intimidation includes aggressive or raised voices, passive-aggressive communication, or inappropriate remarks.
- Harassment includes persistent or repeated calls or confrontations after a clear and final response has been given, particularly when directed at staff who are not authorised to meet the demands made.
When a removal occurs, the patient will be informed in writing, and the incident will be documented in their medical record along with the circumstances leading to the decision.
Our staff, including Clinical Administrators, are trained to treat all patients with dignity and respect and to support them appropriately. While they are equipped to manage challenging situations and provide guidance, they are not trained to manage active aggression.
If you are unhappy with the outcome of an interaction with a Clinician or Clinical Administrator, you should raise your concern with the Practice Manager.
The Practice takes abuse or aggression directed at any member of the team extremely seriously. Any such behaviour, whether verbal, physical, or otherwise, may lead to removal from the Practice list and, in serious cases, referral to the police.
Inappropriate and unacceptable behaviours
We are committed to providing a safe, respectful, and supportive environment for all patients and staff. The following behaviours are considered inappropriate and unacceptable within the Practice and may lead to formal action, including removal from the Practice list:
- Threatening or abusive language, including swearing, shouting, sarcasm, or rudeness, directed at staff or other patients
- Excessive noise, such as persistent loud or intrusive conversation or shouting
- Physical violence of any kind, including pushing or shoving
- Racial abuse, discriminatory language, or sexual harassment—all of which are strictly prohibited
- Persistent or unrealistic demands that place undue stress on staff, particularly when requests have already been clearly explained or addressed
- Damage to or theft from Practice premises, staff, or patients
- Fraudulent behaviour, including attempts to obtain drugs or medical services dishonestly
Removal from the Practice List
A strong patient-doctor relationship, built on mutual respect and trust, is essential to delivering high-quality care. Removal from the Practice list is a rare and exceptional step, taken only as a last resort when the relationship has broken down beyond repair.
In cases where trust between the patient and the Practice has irretrievably broken down, it is in the best interests of both parties for the patient to register with another GP surgery. This helps ensure the patient can continue to receive appropriate care in a more supportive environment. However, immediate removal may occur in cases involving violence or threats of violence, particularly where the Police have been involved.
Removal of Other Household Members
In exceptional circumstances, it may be necessary to remove other members of a patient’s household from the Practice list. This is considered only when the continued care of those individuals becomes unreasonably difficult or poses a risk to staff, particularly in situations where a removed patient remains in the home or is regularly present.
This action may be taken, for example, when a patient has been removed due to violent or threatening behaviour, and ongoing contact with their household could compromise the safety or well-being of Practice staff. Home visits or repeated interactions in such cases may no longer be feasible or appropriate.
