Zero Tolerance Policy

Introduction

Please be reminded that it is the policy of the Practice that physical or verbal abuse against a GP or ANY member of staff will NOT be tolerated. These actions are taken very seriously and will be dealt with accordingly.

The NHS has a zero tolerance policy of all violence and aggression. This policy is for the protection of all NHS staff, but also for the protection of other patients, their families, visitors, etc. in order to ensure that this zero tolerance approach is adhered to, it is essential to have robust policies and procedures in place. In General Practice, this will need to cover a variety of situations in which incidents could occur.

 

Aims and Objectives

The aims and objectives of this policy are as follows:

  • To ensure adequate processes are in place for the protection of staff and patients.
  • To ensure staff are fully aware of their responsibilities when dealing with violent or aggressive patients.
  • To ensure that staff are fully aware of their rights when they have to deal with such incidents.

 

Aggressive Patients

What is an aggressive patient? This is a patient (or relative) who exhibits one or more of the following patterns of behaviour:

  • Verbally abusive, offensive or intimidating in their behaviour towards staff.
  • Threatening physical violence
  • Making excessive demands and/or maintaining certain expectations and failing to accept that these are unreasonable (e.g. wanting an immediate appointment and becoming aggressive when this is not possible.
  • Insisting that a member of staff is dismissed.
  • Insisting that treatment is carried out on demand.
  • Constantly requesting a different GP
  • Demands to see a particular member of staff/clinician.

 

Hayley Stevenson, Practice Manager