We believe that patients have a right to be heard, understood and respected. The Practice staff work hard to be open and accessible to everyone. Occasionally, the behaviour or actions of individuals using the practice makes it difficult for us to deal with their issue or complaint.

The Practice takes it very seriously if a member of staff is treated in an abusive or violent way. The Practice follows the NHS Zero tolerance policy of all violence and aggression. This policy is for the protection of all our staff, but also to safeguard other patients. The practice understands that there can be contributory reasons for patients behaving in a difficult or challenging way and we will take this into consideration when dealing with a misunderstanding or complaint. However, aggressive behaviour, be it violent, abusive or threatening will not be tolerated and may result in you being removed from the practice list. We will notify the patient in writing of their removal from our practice list and record in the patient’s medical records the circumstances leading to it. Where a patient refuses to leave the premises, staff are instructed to dial 999 for Police assistance.