Lonsdale Medical Group 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 line with the rest of the NHS and to ensure this is fully observed we have instigated a Dignity at Work and Zero Tolerance policy, whereby

• bullying behaviour
• Swearing and shouting 
• rude behaviour both verbally and in writing
• excessive demands made on our services
  
• generally uncooperative and unreasonable behaviour, e.g. persistent failure to attend appointments
• Vexatious behavior, eg a patient who continually makes complaints without
  justification
  
• aggressive or violent behavior towards our staff

will not be tolerated under any circumstances.

Any patient who behaves in this way towards staff or patients will be sent a letter from the Practice confirming that this behavior will not be tolerated. Any future violation of this policy may result in removal from the Practice patient list. In cases where the Police are called we may move towards immediate removal from our Practice list.

Please be aware we actively manage this policy.