SHELLEY MANOR & HOLDENHURST ROAD MEDICAL CENTRE ZERO TOLERANCE PRACTICE POLICY
INTRODUCTION
The Practice takes it very seriously if a member of staff is treated in an abusive or violent way.
The Practice supports 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 Practice staff will remain polite, professional, helpful, and sensitive to all patients’ individual needs and circumstances. We ask all patients to appreciate that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations to deal with, all at the same time. The staff 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. Staff are coached and trained on how to deal with difficult situations and when they should refer to a manager.
However, aggressive behaviour, be it violent 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 good relations with their patients the practice would like to ask all its patients to read and take note of the occasional 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
• 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 you to treat your GPs and their staff courteously at all times.
Last updated July 2023, next update due July 2026
The Legal Position
As a responsible employer, the Practice has a duty as a provider of NHS healthcare to protect the health, safety and welfare of staff under the Health & Safety at Work Act. This includes a risk assessment of violence towards staff and taking steps to mitigate this under the Management of Health and Safety at Work Regulations 1999.
Violence at Work
The practice acknowledges that there may be instances where violence and / or aggression forms part of a patient’s permanent or temporary medical condition. In these circumstances, the issue will be brought to the attention of management [or clinician if more appropriate] and discussed with the patient to form part of their care planning.
This information will be recorded in the patient’s medical record and flagged to ensure that members of staff are aware. In addition, where deemed necessary, appropriate support will be put in place, e.g. staff members do not see the patient alone
Definition of Physical and Verbal Abuse and Violence:
Physical and verbal abuse includes:
• Unreasonable and / or offensive remarks or behavior / rude gestures / innuendoes
• Sexual and racial harassment
• Threatening behavior (with or without a weapon)
• Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or excrement.
• Attacks on partners, members of staff or the public
• Discrimination of any kind
• Damage to an employee’s or employer’s property
The Practice supports the Zero Tolerance stance adopted by the NHS.
The HSE (Health and Safety Executive) defines work-related violence as:
“Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work”.
Violence and aggression towards a person may also be defined as:
“A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff”.
Under the Health and Safety at Work Act 1974, the practice will also undertake the following measures to ensure a safe work environment:
• Carry out risk assessments to assess and review the duties of employees, identifying any “at risk” situations and taking appropriate steps to reduce or remove the risk to employees, particularly if they are working alone.
• Assess and review the layout of the premises to reduce the risk to employees where physically possible.
• Assess and review the provision of personal safety equipment, such as alarms.
• Develop surgery policies, procedures and guidelines for dealing with physical and verbal abuse.
• Provide support and counselling for victims, or refer to suitably qualified health professionals.
• Make employees aware of risks and ensure employee involvement in suitable training courses.
• Record any incidents on a Significant Event form and take any remedial action to ensure similar incidents are prevented in future.
REMOVAL FROM THE PRACTICE LIST
The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust. When trust has irretrievably broken down, the practice will consider all factors before removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household
Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of practice staff.
The prospect of visiting patients that is the residence of a relative who is no longer a patient of the practice, or the risk of being regularly confronted by the removed patient, may make it difficult for the practice to continue to look after the whole family. This is more likely where the removed patient has been violent or displayed threatening behavior, and keeping the other family members could put doctors or their staff at risk.
Zero Tolerance Poster
Zero Tolerance Posters are displayed within the Practice
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