Behaviour In The Surgery

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It is important that our Surgery is always a safe place to work and visit. Patients and staff must not feel threatened.

Practice staff will always work with patients to resolve difficulties when they arise. This process is helped by a positive and calm manner from both the patient and staff member. If the patient displays hostile behaviour or an angry attitude this can make staff and other patients feel threatened.  This can be either face to face or during a telephone conversation.  All telephone calls are recorded for training and monitoring purposes.

In light of this the Practice has clear procedures on unacceptable behaviour.

Such unacceptable behaviours include, but are not limited to:

• Any display of a violent temper
• Shouting or raised voice, pointing fingers
• Not engaging with staff positively
• Being pushy or trying to intimidate staff
• Hostile or aggressive behaviour
• Threats, swearing, spitting
• Any mention or display of any object that could be used as a weapon

Patients will be warned if their behaviour is unacceptable and asked to stop. 

• Where patients do not comply they will receive a FIRST BEHAVIOUR WARNING letter. 
• Where patient’s behaviour is unacceptable on a subsequent occasion, they will receive a FINAL BEHAVIOUR WARNING. 
• Any further display of unacceptable behaviour will result in REMOVAL from the practice list.

Patients will be told exactly the nature of the unacceptable behaviour.

We are pleased that incidents of unacceptable behaviour in the surgery are rare.