Statement of Principle
Poplars Surgery operates a Zero Tolerance Policy towards any form of violence, abuse, harassment, or threatening behaviour. This reflects NHS England policy and supports the right of all NHS staff to work in a safe environment, free from fear of violence or abuse.
The practice has a legal duty to protect its staff, patients, and visitors and will take appropriate action where behaviour falls below acceptable standards.
Definition of Violence and Abuse
For the purposes of this policy, violence includes:
- Actual or threatened physical violence
- Verbal abuse, harassment, or intimidation
- Behaviour that causes fear for the safety of staff, patients, or others
This applies to behaviour that occurs:
- On practice premises
- During home visits
- Over the telephone
- In written or electronic communications, including emails and social media
Unacceptable Behaviour
The following behaviours are unacceptable and will not be tolerated:
- Offensive, abusive, threatening, or intimidating language
- Shouting, swearing, or aggressive behaviour
- Physical violence or threats of violence
- Racist, sexist, discriminatory, or sexually abusive behaviour
- Persistent or unreasonable demands that place undue pressure on staff
- Damage to practice property or theft
- Fraudulent attempts to obtain drugs or medical services
The practice recognises that illness or distress may sometimes affect behaviour; however, this does not justify abusive or violent conduct.
Practice Response
All staff aim to treat patients with courtesy, dignity, and respect. Where possible, concerns will be addressed calmly and constructively.
However, any incident of violence, abuse, or threatening behaviour will be taken seriously and acted upon immediately. Actions may include:
- Issuing a warning
- Restricting contact with the practice
- Removal from the practice list
- Reporting the incident to the Police or other relevant authorities
Removal from the Practice List
In accordance with NHS England regulations, Poplars Surgery reserves the right to remove a patient from its list where their behaviour has caused a breakdown in the patient–practice relationship.
Removal is an exceptional measure and will normally be considered only after other reasonable steps have been taken.
However, immediate removal may occur where there is actual or threatened violence, or where staff or others are placed at risk.
In cases of removal:
- The patient will be informed in writing
- The reasons for removal will be recorded in the patient’s medical record
- NHS England will be notified in line with contractual requirements
Removal of Other Household Members
In exceptional circumstances, the practice may also remove other members of the same household. This may be necessary where:
- The behaviour of one individual poses a risk during home visits, or
- Continued responsibility for the household places staff at risk
This approach is consistent with NHS England guidance and will only be used where necessary to protect staff and patients.
Police Involvement
The practice will not hesitate to involve the Police where a criminal offence has been committed or where staff safety is threatened. The NHS operates a Zero Tolerance approach to abuse, and such behaviour may lead to prosecution.
Our Expectation of Patients
We ask all patients and visitors to:
- Treat staff and other patients with courtesy and respect
- Communicate concerns appropriately and without aggression
- Use the practice complaints procedure to raise issues
Mutual respect is essential to maintaining a safe and effective healthcare environment.