Zero Tolerance Policy

As an employer, the Practice has a duty to care for the health and safety of its staff. The Practice also has a legal responsibility to provide a safe and secure working environment for staff. All patients are expected to behave in an acceptable manner.


Examples of Unacceptable Behaviour

 Alteration of documents or prescriptions (which is illegal)

Misuse of Practice resources (practice staff time, multiple missed appointments)

Excessive noise eg. re-current loud or intrusive conversation or shouting

Threats or threatening behaviour

Threatening or abusive language involving swearing or offence remarks

Derogatory racial or sexual remarks

Malicious allegations relating to members of staff, other patients or visitors

Offensive sexual gestures or behaviours


Abusing alcohol or drugs on Practice premises

Drug dealing on Practice premises

Wilful damage to Practice property



Zero Tolerance

 Our staff have the right to be treated with dignity and respect at all times. They should be able to do their jobs without being physically or verbally abused. The Practice follows the NHS guidance concerning Zero Tolerance of verbal and physical violence towards GP’s, staff or other patients. Anyone found in breach of our or the NHS Zero Tolerance guidance will be given a warning and if the behaviour continues or is very serious then that patient may be removed from the practice list.


Removal from the List

 In exceptional circumstances, a doctor-patient relationship may be compromised or breakdown, for example when there is a loss of trust. In this situation, if there is no reasonable alternative then it would be in the patients best interest to register at another practice.

All instances of actual verbal or physical behaviour or abuse on a member of staff or damage to property, by a patient or their relatives will be reported to the police and the patient will be removed from the Practice list.