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. Most people respect this.

Anyone found abusing the staff in person or on the telephone will be asked to leave the practice.

This behaviour will NOT be tolerated

Removal from the List

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 or verbal abuse to any member of the practice team, the GP may feel that the doctor/patient relationship has been compromised. Steps may then be taken to have a patient removed from the GP’s list. Where possible, conciliation would always be the preferred route, however if this is not possible, the reasons for removal will be given in writing.

Our 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 environment for staff and patients. All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning Zero Tolerance.

The Practice has a policy of Zero Tolerance in respect of verbal and physical violence or abuse towards GP’s, staff or other patients.

The practice will issue a warning to any patient who behaves or speaks in an unacceptable way towards any member of our practice team, fellow patients or any member of public within the practice premises. If this behaviour is repeated, we will then remove the patient from our practice list.

All instances of actual physical or verbal abuse on a doctor or member of staff, by a patient or their relatives, will be reported to the police as an assault and the patient will immediately be removed from the practice list. The patient must then be registered with Primary Care Services under the Special Allocation Scheme and will not be allowed to return to this practice.

We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.

If at any point you are seriously unhappy with the quality of service you have the right to either make a formal complaint, or register with another practice without notifying us.

Examples of Unacceptable Standards of Behaviour

• Excessive noise (eg recurrent loud or intrusive conversation or shouting).
• 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.
• Threats or threatening behaviour.
• Theft.

We are continually tying to improve the services we offer and are always happy to receive comments and suggestions. Please drop a note into our suggestion box or why not join our Patient Participation Group. Ask reception for details on how to join our PPG.

Complaints

We aim to provide a high standard of care. However, if you are dissatisfied with the service you receive from any member of the practice team, please write to Dr Sen who will acknowledge your letter within three days.

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim. The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership relies on co-operation between us.

Our Responsibility To You

• You have a right to confidentiality.
• You have the right to see your medical records, subject to the limitations of the law.
• If your problem is urgent we will see you on the same day.
• We will inform you when a doctor has to attend an emergency. We will give you the opportunity to book another appointment or, see another doctor.
• We will refer you to a consultant when your GP thinks it necessary. We will make an urgent referrals within one working day.
• You have the right to receive appropriate drugs and medication.
• We will provide the result of any test or investigation on request or at your next appointment.

Your Responsibility To Us

• Treat all surgery staff with respect.
• Do not ask for information about anyone other than yourself.
• Tell us of any change of name or address.
• Only request an urgent appointment if appropriate.
• You should only request a home visit if you are too ill to attend surgery.
• Cancel your appointment if you are unable to attend.
• An appointment is for one person only. If another member of the family has a medical problem you will need to book a separate appointment.
• Be be on time for your appointment.
• Do let us know whenever you feel we have not met our responsibility to you.
• We would, of course, also be pleased to hear when you feel praise is due!

We respect your right to privacy and all our staff work hard to ensure that all your health information is kept confidential and secure.

However, information may be shared, in confidence with other organisations outside the practice, e.g. the hospital, but we will only use it when needed to improve patient care. Please tell the doctor if you do not want your information shared outside the practice.