Keeping Our Practice Safe and Respectful for Everyone
We are committed to providing high-quality care in a safe, friendly and respectful environment. To help us do this, we follow the NHS Zero Tolerance Policy, which means we do not tolerate any form of abuse, harassment, or aggressive behaviour towards our staff, patients, or visitors. We understand that being unwell or worried can be stressful, but it is never acceptable to be rude, aggressive, or threatening to our team.
What Is Unacceptable Behaviour?
We consider the following behaviour to be unacceptable:
- Shouting, swearing, or using rude or aggressive language
- Threatening, intimidating, or abusive words or actions
- Discrimination of any kind (e.g. racism, sexism)
- Repeated complaints or demands that are unreasonable or distressing
- Rudeness or unkind behaviour that causes upset or distress to staff
Even if something doesn’t seem serious at the time, repeated or targeted behaviour can have a significant impact on our team’s wellbeing.
What Happens If Someone Behaves Unacceptably?
We take all incidents of unacceptable behaviour seriously. Our response may include:
- Verbal or Written Warning
- In most cases, we will send a Zero Tolerance Warning Letter to explain what happened, why it is unacceptable and what we expect going forward.
- This warning helps us act quickly to protect staff and may be sent before speaking to the patient directly. Patients can still respond or appeal (see below).
- Immediate Action
- In serious cases (e.g. physical violence or extreme abuse), we may remove the person from the premises and involve the police.
- Removal from the Practice List
- If a patient continues to behave unacceptably after a warning, or if their behaviour is especially serious, they may be removed from our practice list and asked to register elsewhere.
Why We Don’t Always Speak to the Patient First
Sometimes patients ask why they weren’t contacted before receiving a warning. Here is why:
- Our priority is to protect our staff and respond quickly when problems arise.
- A warning is not a punishment, it is a formal reminder that behaviour was inappropriate.
- Patients are always given the chance to explain or appeal after receiving a warning.
What If I Disagree With a Warning?
If you receive a Zero Tolerance Warning and disagree with it, you can appeal:
- Write to the Practice Manager within 14 days of the letter
- Include your full name, date of birth and your explanation
- Your appeal will be reviewed by senior staff
- We will respond in writing within 21 working days
If you have been removed from the practice list, NHS England will help you register elsewhere. Your appeal will still be reviewed and the outcome recorded.
Thank You
Thank you for helping us maintain a safe, respectful and welcoming environment for everyone at our Practice. Our staff are here to support your care and we appreciate your kindness and cooperation.