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Unacceptable Behaviour and Zero Tolerance Policy
We are committed to providing a safe, respectful, and welcoming environment for our patients, visitors, and staff. Our team works hard to deliver care and support, and we ask that everyone treats others with courtesy and respect.
Unacceptable behaviour
We will not tolerate behaviour that causes distress, alarm, or harm to our staff, patients, or visitors.
Examples include:
- Verbal abuse, aggressive behaviour, threats, or intimidation.
- Physical violence or threatening behaviour.
- Discrimination, harassment, or offensive language, including racist, sexist, homophobic, or other discriminatory behaviour.
- Sexual harassment or unwanted sexual comments, gestures, or behaviour.
- Deliberate damage to property or theft.
- Altering or forging prescriptions.
- Drug dealing or other illegal activity on practice premises
What happens if unacceptable behaviour occurs?
We take incidents of unacceptable behaviour seriously and will consider the circumstances of each case.
Depending on the severity of the incident, action may include:
- Asking an individual to leave the premises.
- Issuing a written warning.
- Reporting the incident to the police.
- Removal from the practice list in accordance with NHS guidance.
Where a patient is removed from the practice list, this will be carried out in line with the relevant NHS regulations and the patient will be informed in writing
Concerns or complaints
We understand that patients may sometimes be unhappy about the care or service they receive. We welcome feedback and encourage patients to raise concerns through our complaints procedure so that we can investigate and respond appropriately.