Purpose
At The Market Cross Surgery, we are committed to providing a safe and respectful environment for all patients, staff, and visitors. Our zero-tolerance policy ensures that everyone is treated with dignity, courtesy, and respect. Aggressive, abusive, or violent behaviour towards our staff or other patients will not be tolerated under any circumstances.
Unacceptable Behaviour
The following behaviours are strictly prohibited at our practice:
- Verbal abuse – Swearing, shouting, threats, or any form of intimidation.
- Physical violence – Hitting, pushing, spitting, or any other form of assault.
- Harassment – Bullying, inappropriate comments, or discriminatory remarks.
- Threatening behaviour – Any action that makes staff or patients feel unsafe.
- Malicious allegations – False accusations against staff or other patients.
- Property damage – Intentional destruction of NHS or practice property.
Consequences of Unacceptable Behaviour
Patients or visitors who engage in unacceptable behaviour may face the following actions:
- Verbal Warning – If behaviour is deemed inappropriate but not severe, staff will issue a verbal warning.
- Written Warning – A formal letter will be issued outlining the behaviour and consequences of repeat offenses.
- Removal from the Premises – Immediate expulsion from the practice if behaviour is aggressive or poses a threat.
- Reporting to Authorities – In cases of physical violence, threats, or criminal behaviour, the police will be contacted.
- Potential Removal from the Practice List – Persistent or extreme cases may result in the patient being deregistered from our practice (in accordance with NHS regulations and guidelines).
Support for Staff
- All staff members are encouraged to report any incidents of abuse or aggression.
- The practice will provide support and guidance to any staff affected by inappropriate behaviour.
- Security measures, including CCTV where applicable, may be used to ensure a safe environment.
Patient Responsibilities
We ask all patients and visitors to:
- Treat staff and fellow patients with kindness and respect.
- Follow practice procedures and cooperate with staff instructions.
- Address any concerns or complaints through the appropriate channels.
Exceptions
We recognise that some patients may display challenging behaviour due to medical or mental health conditions. In such cases, staff will assess the situation with compassion and appropriate clinical judgment.
The Market Cross Surgery remains committed to providing high-quality care in a safe and respectful environment for all. Thank you for your cooperation.