Zero tolerance policy

Last Updated: Thursday, 09 November 2023

Zero tolerance overview 

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.

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.

Types of unacceptable behaviour

In order for the practice to maintain good relations with our patients we would like to ask all our patients to read and take note of the occasional types of behaviour we see that are unacceptable:

• Using bad language, shouting or raising of voices at practice staff.
• Any physical violence towards any member of our team or other patients.
• Verbal abuse towards staff or patients in any form including shouting.
• Racist, xenophobic, sexist, homophobic or other intolerant Language, discrimination or sexual harassment will never be tolerated.
• 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 be met.
• Being perceived to bully or manipulate a staff member to obtain some-thing.
• Causing damage to, stealing or not returning practice equipment from the practice’s premises, staff or patients.
• Obtaining drugs and/or medical services fraudulently.