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Zero Tolerance Policy

In line with the NHS zero tolerance guidelines on abuse of patients and staff, this Practice will not tolerate any incidents of violence, aggression and/or rudeness by ANY patients to the Practice Staff and/or patients either physically or verbally.

In the event of a patient being rude to Practice Staff or to other patients within the Surgery, or by patients using threatening and/or abusive language on the telephone, the Practice Manager will be informed by the staff member concerned.  A letter will be dispatched to the patient requesting a written or personal verbal apology to the staff member concerned within a calendar week.  If such an apology is appropriately given, we shall regard the incident as closed.  However if no such apology is forthcoming, the patient will be informed by letter that he or she is being removed from the doctor’s list forthwith.  The local Clinical Commissioning Group will then be informed by letter that the doctor wishes the patient to be ‘Removed at the Doctor’s Request’.

In the event that three such incidents for any individual are recorded, even when an apology has subsequently been tendered, a letter will be dispatched to that patient informing them of their removal from the list.

If patients continue to be abusive within the Practice premises, they will be informed that the Police will be notified and they will be escorted from the premises.  

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