Introduction

Our Practice is committed to providing safe, respectful and high‑quality care for all patients. To keep everyone safe, we have a Zero Tolerance Policy. This means we will not accept:

• Abuse
• Threats
• Violence
• Discrimination
• Any behaviour that puts staff or other patients at risk

 If such behaviour occurs, we may remove the patient from our list. In serious cases, we may contact the police.

Respect Between Patients and Staff

Our team aims to be polite, helpful and understanding. We know ill health can make situations stressful.  Our practice teams try to support patients with often complex and difficult situations as best we can. However, we do not accept behaviour that is aggressive, abusive or unsafe.

Behaviour That Will Not Be Tolerated

These actions may lead to removal from the Practice list:

• Swearing or using abusive language
• Physical aggression (pushing, hitting, throwing items, spitting, etc.)
• Verbal threats or intimidation
• Racist, sexual, homophobic, disability‑related or other intolerant language
• Damage or theft of property
• Fraudulent use of services or medication
• Persistent, unrealistic, or excessive demands that place staff under unreasonable pressure

Legal Responsibilities

As an employer, the Practice must protect staff under the Health & Safety at Work Act. This includes:

• Assessing risks (especially for lone workers)
• Taking action to reduce or remove risks
• Providing security, safety systems and staff training
• Recording and investigating incidents
• Supporting staff who have experienced abuse or violence

Violence and Aggression

Violence can include physical assault and verbal abuse.

Examples include:

• Offensive or insulting remarks
• Threatening behaviour
• Sexual or racial harassment
• Physical assault (with or without injury)
• Damage to property
• Any discriminatory behaviour

 If a patient’s medical condition contributes to aggression, this will be considered within their care plan. Flags may be added to their record, and special arrangements may be made.

Online and Digital Behaviour

Our Zero Tolerance Policy applies online, including NHS App messages, email, online consultation platforms, social media, texts and web forms.

 Unacceptable digital behaviour includes:

• Abusive or threatening messages
• Repeated or excessive messaging
• Targeting or harassing staff online
• Posting harmful or untrue statements on social media
• Misusing online services
• Posting private clinical information publicly
• Demanding urgent help through inappropriate channels

Social Media

We cannot discuss clinical or administrative matters through social media. Abusive posts may lead to action under this policy or be reported.

Consequences of breaching the Zero tolerance policy

If unacceptable behaviour has taken place as outlined in this policy then a warning letter will be sent to the registered address.  If a 2^nd  incident occurs within 12 months the patient will be notified by letter to the registered address that this constitutes a 2^nd incident and that they will be removed from the practice list.

Immediate removal from the registered list will occur if:

• There is serious violence or abuse
• or Trust has broken down
• or Care cannot continue safely
• or if the police are involved

Removing Household Members

If one patient is removed for violent or threatening behaviour, we may also need to remove others in the same household to protect staff.

Alignment with NHS Standards

This policy follows the NHS Violence Prevention and Reduction (VPR) Standard.

NHS England » Violence prevention and reduction standard