At Chillington Health Centre, we are committed to providing safe, respectful, and high-quality care for all our patients. We believe everyone has the right to be heard, understood, and treated with dignity.
We also have a legal and moral duty to protect the health, safety, and wellbeing of our staff and other patients.
Most patients treat our team with courtesy and respect. Unfortunately, there are occasions where behaviour becomes unacceptable. When this happens, we must take action.
What we mean by unacceptable behaviour
Unacceptable behaviour includes, but is not limited to:
- Aggressive, abusive, threatening, or intimidating behaviour
- Shouting, swearing, or offensive language
- Discriminatory language or behaviour (including racist, sexist, homophobic or transphobic remarks)
- Threats of violence or actual violence
- Harassment, including repeated or excessive contact
- Unreasonable demands that impact our ability to care for other patients
- Malicious allegations about staff
- Abusive behaviour towards staff or other patients, whether in person, by phone, in writing, or online
We understand that people may feel upset, anxious, or frustrated, particularly when unwell. However, this does not justify behaviour that causes distress, fear, or harm to others.
Our approach
We aim to manage situations fairly, proportionately, and consistently.
Where behaviour is unacceptable but does not pose an immediate risk, we will usually:
- Review the incident internally
- Write to the patient to explain why the behaviour was unacceptable
- Set clear expectations for future conduct
This provides the patient with an opportunity to reflect and amend their behaviour.
What happens if behaviour continues?
If unacceptable behaviour is repeated within a 12-month period, or if behaviour escalates, the practice may decide that the relationship between the patient and the practice has irretrievably broken down.
In such circumstances, we may request that NHS England remove the patient from our practice list, requiring them to register with another GP practice.
In cases involving violence, threats, or serious abuse, removal may be immediate, and the police may be involved.
Zero tolerance
We operate a zero-tolerance approach to violence, threats, and abuse. Our staff have the right to work without fear, harassment, or intimidation.
Any behaviour that places staff or patients at risk will be taken seriously and may result in immediate action.
Working together
We want to work in partnership with our patients and are always happy to discuss concerns in a respectful and constructive way. Treating each other with courtesy helps us provide the best possible care to everyone.
Please see below a link to download our policy:
