As an employer, the practice has a duty of care for the health, safety and wellbeing of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. Staff mental health is as important as their physical health.
All patients and staff are expected to behave in an acceptable, respectful manner.
The practice follows the NHS guidance concerning Zero Tolerance.
Any incident in which an employee is abused, threatened, assaulted, or harassed in circumstances relating to their work is unacceptable and not tolerated.
This includes the serious or persistent use of verbal abuse, aggressive tone and/or language and swearing/foul language.
Staff should not be left upset and distressed following an interaction with a patient.
All instances of actual physical abuse, threatening behaviour or harassment on any doctor or member of staff, by a patient or their relatives will be reported to the police.
The General Medical Council states In Good Medical Practice that: “In rare circumstances, the trust between you (the Practice) and a patient may break down, and you may find it necessary to end the professional relationship. For example, this may occur if a patient has been violent to you or a colleague, has stolen from the premises, or has persistently acted inconsiderately or unreasonably.”
This includes unnecessarily persistent or unrealistic service demands that cause service disruption.
Examples of unacceptable standards of behaviour
In exceptional circumstances, a breakdown may occur between a doctor and their patient. If the breakdown is of a serious nature e.g. serious physical, verbal abuse or harassment to any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Steps may be taken to have the patient removed immediately from the practice list. Where possible, conciliation would always be the preferred route. Reasons for removal will be given in writing.
Where we deem an incident is not serious enough to warrant immediate removal, we will issue a first and final warning.
You will be removed from our patient list immediately when we have needed police assistance or have made a report to the police.
The following are examples of when you may be issued with a first and final warning or removed from our patient list dependent on the severity of the incident.
- violence
- harassment (including sexual harassment))
- discrimination (under the Equality Act 2010)
- aggressive, forceful tone and/or language that upsets staff
- malicious allegations relating to members of staff, other patients, or visitors
- offensive gestures or behaviours
- abusing alcohol or drugs on practice premises
- willful damage to practice property
- abusive language involving swearing or offensive remarks
- threats or threatening behaviour
- theft
- persistent and/or unrealistic demands on the service
- carrying weapons on the premises
This list is not exhaustive and there may be other occasions where we have cause to issue a warning or immediately remove you from our patient list for any incident that involves police intervention.
We trust this policy is clear and supports a mutually respectful environment for patients and staff.
