The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused.

Aggressive behaviour will not be tolerated and may result in you being removed from the Practice list.

In order for the practice to maintain good relations with their patients, the practice would like to ask all its patients to take note of the types of behaviour that would be found unacceptable:

• Any physical violence towards a member of staff
• Verbal abuse, insults or swearing at practice staff
• Racial abuse and sexual harassment will not be tolerated
• Causing damage/stealing/ obtaining drugs from the Practice’s premises

The practice acknowledges that there may be instances where violence and/or aggression forms part of a patient’s illness.  In these circumstances, the issue will be discussed with the patient and form part of their care planning.

If a patient has displayed any violent, abusive, or threatening behaviour towards any member of staff that has required police intervention, that person can be removed without warning from the Practice patient list immediately.

In cases that do not involve violence, the decision to remove a patient should be taken after careful consideration.  The following processes will be implemented:

The patient will be issued with a warning letter explaining why their behaviour has put them at risk of removal.

The patient will be given an opportunity to discuss their behaviour with a senior member of the management team. A record of the warning (including date, time and reason) will be kept by the practice.

Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of practice staff.