Our Service Commitment requires us to treat all patients and visitors with respect and politeness. We expect our staff to be treated in the same way. We will press for stringent penalties against those who are violent, abusive or threatening both verbally or physically.
As a Practice we are very aware that visiting your GP can, at times, be stressful and concerning for patients. Delays in obtaining appointments and delays in surgery times, due to unforeseen emergency appointments, can also add to these concerns.We always strive to meet patient expectation and deliver the highest standards of healthcare. For the vast majority of our patients we achieve this, despite the finite resources and steadily increasing demand for services that exists today within the NHS.
Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with respect.
In line with the rest of the NHS we have instigated a Dignity at Work and Zero Tolerance policy, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.
Any one patient who verbally abuses a member of practice staff will be sent a letter from the Practice Manager confirming that this behaviour will not be tolerated and will result in removal from the Practice patient list. The Police will be called in all cases of violent or threatening behaviour.
The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients and that non observance will not be accepted.
When the threshold for deduction / removal has not been met we may consider requesting a patient to agree to a NHS Behavioural Contract. This articulates what the Patient can expect from the Practice (in terms of how they are treated, the services provided etc) but also what is expected of the Patient by the Practice. Please read our Good Behaviour Guidance Agreement
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