Grasmere Surgery fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused. This could be physical, verbal or online abuse.
GPs and staff have a right to care for others without fear of being attacked, abused or treated badly in any way.
To successfully provide our services mutual respect between staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. We would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.
However, aggressive behaviour, be it physical, verbal, on social media platforms or online, will not be tolerated and may result in you being removed from the practice list and, in extreme cases, the Police being contacted. 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 are given when they cannot be met.
- Being perceived to bully or manipulate a staff member to obtain something.
- Causing damage to, stealing or not returning practice equipment from the practice’s premises, staff or patients.
- Obtaining drugs and/or medical services fraudulently.
We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.
We ask you to treat your doctors and their staff courteously and act reasonably.
All incidents will be followed up and you will be sent a formal warning after the first incident or removed from the practice list after a second incident if your behaviour has been unreasonable.
However, aggressive behaviour, be it violent or verbal/abusive, will not be tolerated and may result in you being removed from the Practice list, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients, in which case this would result in immediate removal from the practice list.
Removal from the Practice List
A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care.
The removal of patients from our list is an exceptional and rare event and is the last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of The Surgery, that they should find a new practice. An exception to this is immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household
In rare cases, however, 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.
The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides or being regularly confronted by the removed patient may make it too difficult for the practice to continue to look after the whole family.
This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.
