Zero Tolerance
We take the safety and wellbeing of our staff seriously. Our surgery fully supports the NHS Zero Tolerance campaign, which states that GP staff have the right to care for patients without fear of abuse, violence or intimidation.
To provide the best care, we ask that mutual respect exists between staff and patients. Our team always aims to be polite, helpful, and sensitive to your needs. We understand that being unwell can be distressing, and we try to handle concerns with empathy.
However, abuse of any kind will not be tolerated. Verbal or physical aggression may lead to removal from the practice list and, where necessary, police involvement.
Unacceptable Behaviour
We kindly ask patients to avoid the following behaviours, which we consider unacceptable:
- Swearing or using offensive language towards staff
- Physical aggression such as pushing or shoving
- Verbal abuse, including shouting, insults or intimidation
- Threats of violence, both direct and indirect
- Racial or sexual harassment
- Repeated, unreasonable, or unrealistic demands that cause distress to staff
- Theft or damage to property
- Attempting to obtain prescriptions or services fraudulently
- Using your job title or position of authority to pressure staff or influence clinical decisions
This list is not exhaustive but indicates the types of behaviour we will not tolerate.
Where aggression is linked to a medical condition, we will take this into account. It will be documented and managed as part of the patient’s care plan, with appropriate safety measures in place (e.g., staff not seeing the patient alone).
Removal from the Practice List
Removing a patient is a last resort and only considered when the doctor-patient relationship has broken down irreparably. This may include:
- Repeated abuse or aggressive behaviour
- Continued misuse of authority or status
- Physical threats or violence
Where immediate danger is present, patients may be removed without notice, and the police may be contacted.
Removal of Family or Household Members
In some cases, we may also remove other members of the same household. This is only done when their continued registration could put staff at risk — for example, if they live with someone who has been violent or abusive to staff.
Working Together
We are committed to providing safe, respectful, and compassionate care to all patients. In return, we ask for the same level of respect toward our staff. Thank you for helping us maintain a safe and supportive environment for everyone.
