Verbal abuse and rudeness

Sadly, we have seen an increase in the number of patients subjecting our staff to verbal abuse and rudeness. This is not acceptable.

We would draw your attention the below zero tolerance policy.

Dignity at work & Zero Tolerance

The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way. Our staff come to work to care for others, and it is important for all our staff to be treated with respect.

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. To successfully provide these services a mutual respect between all the 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. They 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. The staff 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.

However, aggressive behaviour, be it violent or abusive, 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 their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

Using bad language or swearing at practice staff

Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving

Verbal abuse towards the staff in any form including verbally insulting the staff

Racial abuse and sexual harassment will not be tolerated within this practice

Persistent or unrealistic demands and rudeness that cause stress to staff will not be accepted.

Causing damage/stealing from the Practice’s premises, staff or patients

Obtaining drugs and/or medical services fraudulently

We ask you to treat your GPs and their staff courteously at all times.