Zero Tolerance Policy on Violence and Aggression

Our practice is committed to providing a safe and respectful environment for staff, patients and visitors. We do not tolerate violence, aggression, threats or abuse towards anyone within the practice or in connection with our services.

Behaviour covered by this policy

Unacceptable behaviour includes shouting, swearing at others, offensive or intimidating language, threatening gestures, harassment, psychological abuse and physical assault. This policy applies to interactions in person, by telephone, in writing and online, as well as work-related duties carried out away from the practice, including travel between work locations.

Listening to concerns

We understand that patients may feel anxious, distressed or unhappy with their care. We will listen to concerns respectfully and consider individual circumstances and any reasonable adjustments required. However, abusive or threatening behaviour is unacceptable.

Action following an incident

Incidents will be recorded and reviewed, and appropriate action taken. This may include a warning, ending a telephone call or appointment, or, where justified, ending the professional relationship with a patient, with appropriate arrangements for continuing care. Serious incidents may be reported to the police. Raising a concern or making a complaint will not, in itself, result in these actions.

Prevention and staff support

We regularly assess risks, review security arrangements and provide staff with guidance and training to help prevent and manage violence and aggression.