The NHS operate a zero tolerance policy regarding rude, abusive violent or threatening behaviour or language towards any member of our staff, whether it be face to face, over the telephone or any forms of social media. The practice now enforces this policy without exception.

If patients are found to be in violation of this policy, they will receive one written warning. If this behaviour is repeated, the patient will be removed from the practice list within eight days. The practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. Patients are notified of their removal in writing by the practice and by Primary Care Support England. The circumstances of any patient removal in these cases is recorded in the patient’s medical records.

Patients should also be aware that we take any bullying, threatening, inappropriate or undermining remarks about staff on any Social Media or online platform very seriously. We will take action to manage this type of behaviour by reporting the patient to the police in regards to Sections 2 2A, 4 or 4A of the Protection from Harassment Act 1997 or offences under the Malicious Communications Act 1988 and Communications Act 2003.