Patient rights and responsibilities

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.

 

Zero tolerance policy

It is acknowledged that a small minority of patients may become abusive or violent towards staff, making it difficult for the healthcare team to provide services. This organisation has a zero tolerance towards such behaviour and is committed to reducing the risk to staff and other patients resulting from such behaviour.

NHS England classifies violent or abusive behaviour as:

• Any incident in which “an employee is abused, threatened or assaulted in circumstances relating to their work” (HSE 1996)

• The intentional application of force to the person of another, without lawful justification, resulting in physical injury or personal discomfort

• The use of inappropriate or discriminatory words or behaviour causing distress and/or constituting harassment

• Behaviour that is hostile, destructive and/or violent

Classifications for assault are as follows:

• Physical assault is the intentional application of force to the person of another, without lawful justification, resulting in physical injury or personal discomfort

• Non-physical assault is deemed to be the use of inappropriate or discriminatory words or behaviour causing distress and/or constituting harassment

We do not expect our staff to tolerate any form of behaviour that could be considered abusive, offensive or threatening, or that becomes so frequent it makes it more difficult for us to undertake our work or help other people. As for violence, offensive or threatening behaviour against staff members, the same standards of zero tolerance also apply should patients demonstrate unreasonable behaviour towards other patients.

The practice will not hesitate to issue a final warning to patients for unacceptable, threatening or abuse behaviour, which will be valid for a minimum of 12 months. The Police may be informed of any such behaviour that falls within the above definitions.

Depending on the severity or if behaviour is repeated, the practice will look to remove the patient from the registered practice list under the “8 day removal rule” or the “immediate removal rule”, as permitted by NHS England.

GP receptionists share the abuse they have experienced first hand. All have been frontline key workers during the pandemic.

With the majority of GP Practice Staff (78%) facing threatening behaviour, racist or sexist abuse from patients, and 83% reporting having called the police for help, the Institute of General Practice Management (IGPM) launches a campaign to end all abuse towards general practice staff.

Date published: 10th October, 2014
Date last updated: 13th February, 2024