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Springhead Medical Centre
 Springhead Medical Centre
national health service

Zero Tolerance

At Springhead Medical we take it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.

The Practice supports the government's 'Zero Tolerance' campaign for NHS 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.

 

We 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
  • Threatened or actual physical violence towards any member of staff or other patients
  • 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
  • Approaching staff inappropriately outside of the practice or "stalking"
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice's premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently
  • Entering the surgery under the influence of illegal drugs or alcohol
  • Altering of prescriptions
We ask you to treat your GPs and their staff courteously at all times.

Action we will take in the event of inappropriate behaviour

All inappropriate behaviour will be reported to the Practice Manager and GPs. Following an investigation the patient will be written to and warned that any repeat of inappropriate behaviour will result in removal from our list. If we suspect that such a warning my result in further or escalated behaviour, we reserve the right to remove patients without a warning. There will be no appeal against removal from our list.

Other reasons to remove patients from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice.

 

Immediate Removal from the practice list

 

In the event of any violence the Police will be called and you will be removed from our list immediately.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.


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