The practice operates a zero-tolerance policy. Therefore aggression, violence and threatening behaviour will not be tolerated and may result in the offending patient's removal from the practice list.
If that is the case a letter giving a full explanation for their removal from the list (containing details of the procedure for re-registering with an alternative practice) will be sent to the patient and a copy kept in their computer/medical record.
NHS staff should be able to come to work without fear of violence, abuse or harassment from patients or their relatives. In most cases, patients and their relatives are appreciative towards those who treat them but a minority of people are still abusive or violent towards staff. The NHS is committed to dealing with this problem and has a ‘zero tolerance’ attitude towards violence or aggressive behaviour. Gold Street Surgery unequivocally supports this policy. Offenders will usually be warned not to repeat their behaviour, but the surgery reserves the right to remove from its list without further warning repeat offenders or those who are physically or verbally violent towards staff, or who behave in a discriminatory manner.