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Unacceptable behaviour

We believe that patients have a right to be heard, understood and respected.

We work hard to be as open and accessible to everyone as possible. We know that people may act out of character in times of trouble or distress – but occasionally, the behaviour or actions of individuals become unacceptable, because they involve abuse of our staff or our process. This might take place in the Practice, on the phone or online.

When this happens we have to take action to protect our staff, and also need to consider the impact of the individuals behaviour on our ability to do our work and provide a service to others.

Actions we may take include sending a warning letter, removing a patient from our Practice list, or in some circumstances involving the police.