Rationale
The purpose of this policy is to provide a safe and respectful environment for all staff working in Priory GP Practice CIC by setting clear expectations regarding unacceptable behaviour from patients, their relatives, and other individuals who interact with the practice. This policy outlines our zero tolerance stance against any form of verbal or physical abuse toward staff and the actions that will be taken in response to such behaviour.
Scope
This policy applies to all patients, visitors, and external parties who interact with staff at Priory GP Practice CIC. It includes verbal, physical, or any other form of abusive behaviour that creates a hostile, intimidating, or unsafe working environment.
Policy Statement
Priory GP Practice CIC is committed to maintaining a safe and professional environment for staff, free from abuse, aggression, or violence. We have a zero tolerance approach toward any form of:
- Verbal abuse: Insulting, threatening, or offensive language.
- Physical abuse: Any form of violent or aggressive physical contact or threat thereof.
- Harassment: Any behaviour that creates a hostile, intimidating, or offensive environment, including repeated inappropriate comments or actions.
Such behaviour will not be tolerated and may result in:
- Issuing of warnings to individuals displaying inappropriate behaviour.
- Reporting incidents to the police if necessary.
- Termination of the patient’s registration with the practice.
Reporting and Documentation
Any incidents of verbal or physical abuse must be documented in an incident report. Staff should immediately report any incidents to the Practice Manager or Business & Operations Manager, who will review the situation and determine the necessary action, in line with this policy.
Procedures
- Warning Letter: In the first instance of inappropriate behaviour, a formal written warning will be issued to the patient.
- Removal from Practice List: If behaviour is deemed severe, or if there is a repeated pattern of abusive behaviour following a warning, the patient may be removed from the practice’s list. The patient will be notified in writing.
- Police Involvement: Physical abuse or severe threats of violence will be reported to the police immediately.
Social Media
Abusive behaviour towards our medical practice, including inappropriate or offensive comments made on social media platforms, will not be tolerated. Such conduct is detrimental to the well-being of our staff and can undermine the trust and respect essential for delivering quality healthcare. Patients engaging in abusive or threatening behaviour, whether online or in person, may receive a formal written warning. In cases of continued misconduct or serious breaches, this may result in removal from the practice’s patient list. We are committed to ensuring a safe and respectful environment for both staff and patients.