Bury Branch

Radcliffe Branch

Zero Tolerance

The Policy

Rock Healthcare Limited is committed to taking all reasonable precautions necessary to ensure the health, safety, welfare and well-being of its employees, patients and visitors, and endeavours to ensure that all employees are protected from physical and verbal abuse while they are working.

This document sets out our policy for dealing with violence and aggression whether it is committed by or against any patient, visitor, or person working in the practice.

This policy applies throughout the Practice premises, including car parks, grounds and any outbuildings.

The Practice acknowledges that there may be instances where violence and / or aggression forms part of a patient’s illness.

The NHS Zero Tolerance policy includes aggression or threats made in person, over the telephone or in written communication.

Practice Responsibilities

The Practice will seek to ensure that it takes all measures to prevent:

  • Attempted or actual; serious physical assault on employees by patients and other members of staff.
  • Attempted or actual; physical or verbal abuse of its employees, including racial and sexual harassment (including raising of the voice, swearing, shouting) which intimidates members of staff.
  • Excessive demands made on the services provided by GPs and their staff
  • Generally uncooperative behaviour, e.g. persistent failure to attend appointments

In the event of serious physical and or verbal abuse; or threat of physical abuse or any police reportable instance, a crime reference number will be obtained and the patient will immediately be removed from the practice list and appropriate authorities informed.

In the event of aggression, abusive or threatening behaviour will be reported to the practice manager. A warning letter may be written to the patient stating that no other instance will be tolerated. In the event of repeated incidents; the patient will be removed from the practice list and asked to register with another practice and will be notified via letter.

Date published: 27th August, 2020
Date last updated: 6th October, 2022