Zero Tolerance

The Zero Tolerance policy includes aggression or threats made in person, over the telephone or in written communication. The Practice considers threatening behaviour to be:

• Attempted or actual, aggressive threatening physical actions made towards any member of staff.
• The use of aggressive, threatening or abusive language, (including raising of the voice, swearing and cursing, shouting) which threatens of intimidates staff.

This policy applies throughout premises, including any car park and grounds. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.

Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police. The patient will then be removed from the practice list and the PCSS will be notified so they can inform the Patient that they must register elsewhere.

Instances of abusive/threatening behaviour will be reported to the Practice Manager and recorded into an incident log book.

The patient may contact the Practice Manager to discuss this Warning Letter if they wish to do so. When the Incident Log Book shows a second recorded offence, the patient will be sent a Final Warning Letter informing them of their breach of the Zero Tolerance Policy and they may be removed from the Practice list.

Please don’t abuse our staff: It’s not in a day’s work

Sadly, NHS staff across Kent and Medway are reporting more and more incidents of the abuse they face when they go into work.

In an open letter signed by chief executives from all NHS trusts in Kent and Medway, people are asked to be kind to NHS staff.

The letter says: “The overwhelming majority of our patients, clients and service users are respectful of the years of training and the skills healthcare professionals have developed so they can care for others.

People understand the caring and compassionate nature that makes someone want to work for the NHS; whether they are clinicians or in support roles.

It goes on to talk about the commitment to high-quality care all NHS partners have and that while it is a small minority of people who behave this way towards NHS staff, the consequences can be far reaching.

“We understand the frustration when you may have to wait a little longer at a clinic appointment, urgent treatment centre or emergency department, or when you may not be able to get through to a GP practice on the phone.

“Some people don’t understand why we are still asking them to wear masks in healthcare settings when they don’t wish to do so. We also know others don’t wish to participate in the Covid-19 vaccination programme. The second is a personal choice; the first keeps our staff safer.

“However, what we cannot accept is abuse – verbal or physical – towards our workforce. They are there to help, not be abused.’’

You can find out more on the Kent and Medway CCG website