Zero Tolerance Policy
Lordswood Medical Group takes it very seriously if a member of our team is treated in an abusive or violent way. Thankfully this is an incredibly rare occurrence but for the avoidance of doubt, please see our Zero Tolerance Policy below:
We support the Government’s Zero Tolerance campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.
Our team aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances whilst dealing with a multitude of varying and sometimes difficult tasks and situations, all at the same time. Our team understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.
However, aggressive behaviour, be it violent, intimidating or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
In order for the practice to maintain a good relationship with their patients the practice would like to ask all its patients to read and take note of the types of behaviour that would be found unacceptable:
- Using bad language or swearing at practice staff
- Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
- Verbal abuse towards the staff in any form including verbally insulting the staff
- Any form of intimidation
- 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
We ask that you treat our team courteously at all times and in return, we will do all we can to try and help and support you.
Removal from the practice list
A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.