This policy sets out the standards of behaviour expected within the practice and outlines the consequences of unacceptable conduct to ensure a safe and respectful environment for patients, their representatives, and practice staff.

• All practice staff shall treat patients and their representatives with courtesy, dignity, and respect at all times.
• We respectfully request that patients and their representatives extend the same courtesy when interacting with members of the practice team.

• The NHS operates a Zero Tolerance Policy regarding violence and abuse.
• The practice reserves the right to immediately remove any patient from the practice list if they exhibit violent or abusive behaviour, in order to safeguard staff, patients, and others.

• No form of aggression—whether verbal or physical—will be tolerated on practice premises.
• Any instance of such behaviour may result in:
  • Reporting the perpetrator to the Police.
  • Removal from the practice’s list of registered patients.

Violence includes:

• Actual or threatened physical violence.
• Verbal abuse that causes fear for a person’s safety.

In cases of removal:

• The patient will be notified in writing of their removal and the reasons for it.
• A record of the removal and circumstances will be documented in the patient’s medical records.

Patients who wish to raise a concern or appeal a decision may do so by following the practice’s Complaints and Appeals Procedure, available here.