We treat our patients with courtesy and respect and ask for the same in return. We ask that you treat your GP and all other Practice Staff courteously– without violence, abuse or harassment.

GPs and their staff have the right to care for others without fear of being attacked or abused. Any behaviour – verbal, physical or in writing – which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable.

The Zero Tolerance policy includes aggression or threats made in person, over the telephone or in written communication, including on social media. The Practice considers threatening behaviour to be:

◦Attempted or actual aggressive, threatening or physical actions made towards any member of staff

◦The use of aggressive, threatening or abusive language, (including raising of the voice, swearing, shouting or in writing) which threatens or intimidates staff

This policy applies throughout the premises. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.

Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police. The patient will then be removed from the practice list.

Instances of abusive/threatening behaviour will be reported to the Practice Operations Manager and a warning letter will be sent to the patient. The patient may contact the Manager to discuss this warning letter if they wish to do so. If there is any further incident, the patient will be sent a Final Warning Letter informing them of their breach of the Zero Tolerance Policy and their removal from the Practice list.

We hope you understand the reason for this policy which is designed to keep our staff and other patients safe at all times.