Lonsdale Medical Group Zero Tolerance Policy

“I’m here to help, not to be hurt”

This Practice operates a Zero Tolerance Policy

As a Practice we are very aware that visiting your GP can, at times, be stressful and concerning for patients. Delays in obtaining appointments and delays in surgery times, due to unforeseen emergency appointments, can also add to these concerns.

We always strive to meet patient expectation and deliver the highest standards of healthcare and for the vast majority of our patients we achieve this, despite the steadily increasing demand for services that exists today within the NHS and closures and changes to services in the local area.

Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with dignity and respect at all times – this includes bullying behavior if you do not agree with our policies and procedures. Our staff have the right to undertake their job without fear of abuse. There are problems across the NHS with staff retention and we are working hard to create an environment where people want to work. We are also working hard to give our patients a consistent service which we are able to achieve in line with national guidance.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

• Using offensive language or swearing at practice staff
• Any physical violence towards any member of the Practice Team or other patients, such as pushing or shoving
• Verbal abuse towards the staff in any form including verbally insulting the staff
• Racial abuse and sexual harassment will not be tolerated within this practice
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
• Causing damage/stealing from the Practice’s premises, staff or patients
• Obtaining drugs and/or medical services fraudulently

Thank you,

Lonsdale Medical Team

16/03/2022