Purpose
This policy outlines Parson Drove Surgery’s commitment to providing a safe, respectful, and supportive environment for all patients, visitors, and staff. We operate a Zero Tolerance approach to any form of abuse, aggression, or violence.
Policy Statement
Parson Drove Surgery is committed to ensuring that all members of our team are treated with dignity and respect while providing high-quality healthcare services. We will not tolerate any form of abusive, threatening, or violent behaviour towards our staff, patients, or visitors.
Any person who acts in a manner that is abusive or poses a threat to others may be asked to leave the premises, and further action may be taken, which can include:
- Removal from the patient list
- Involvement of the police
- Legal proceedings
- Unacceptable Behaviour
- Unacceptable behaviour includes, but is not limited to:
- Verbal abuse, shouting, or offensive language
- Threatening, intimidating, or aggressive gestures or behaviour
- Physical violence or assault
- Harassment, bullying, or discriminatory remarks (including those based on race, gender, disability, sexuality, religion, or age)
- Malicious or false allegations
- Persistent or unreasonable demands that disrupt practice operations
- Damage to property or equipment
- Expectations of Behaviour
- All patients and visitors are expected to:
- Treat staff, other patients, and visitors with respect and courtesy
- Follow practice procedures and staff instructions
- Communicate calmly and appropriately
- Respect the confidentiality and privacy of others
Staff Responsibilities
All staff have the right to:
- Work in a safe and secure environment
- Report incidents of abuse or aggression without fear of reprisal
- Receive support following any incident of violence or abuse
Staff are encouraged to:
- Remain calm and professional in all interactions
- Report any incidents of unacceptable behaviour immediately to the Practice Manager
- Document incidents in accordance with practice procedures
Consequences of Breach
- Any violent or aggressive incident will be reported to the police immediately.
- The patient may be removed from the practice list in accordance with NHS regulations and guidance.
- Persistent or less severe incidents may result in a formal warning letter or restricted access to services (e.g., communication in writing only).
Process
Any patient that has been aggressive, abusive or violent, staff need to inform the Practice Manager immediately via task and logging it into the patients record.
The Practice Manager will write to the patient and inform them of the incident and advise them of the outcome in line with NHS regulations and guidance.
For persistent or less severe incidents, a reminder would be put on Patients home page stating a zero tolerance letter has been sent to inform other staff members.
If the Patient is becoming threatening or violent, staff need to ring the Police on 999 and request GP assistance. A crime reference number will be given. Staff need to inform the Practice Manager immediately and patient will be requested for immediate removal from Practice list.
