Zero Tolerance Policy

The Heron Medical Practice operates a zero tolerance policy to any abuse or bad behaviour towards its staff, doctors or other patients. This could be physical, verbal or online abuse.

GPs and staff have a right to care for others without fear of being attacked, abused or treated badly in any way. To successfully provide our services a mutual respect between staff and patients has to be in place. All our staff aim to be polite, helpful and sensitive to all patients’ individual needs and circumstances. We would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.

However aggressive behaviour, be it physical, verbal or online, will not be tolerated and may result in you being removed from the practice list and, in extreme cases, the police being contacted.

In order for the practice to maintain good relations with our patients we would like to ask all our patients to read and take note of the occasional types of behaviour we see that are unacceptable.

• Using bad language, shouting or raising of voices at practice staff.
• Any physical violence towards any member of our team or other patients.
• Verbal abuse towards staff or patients in any form including shouting.
• Racist, xenophobic, sexist, homophobic or other intolerant language, discrimination or sexual harassment will never be tolerated.
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot be met.
• Being perceived to bully or manipulate a staff member to obtain something.
• Causing damage to, stealing or not returning practice equipment from the practices premises, staff or patients.
• Obtaining drugs and/or medical services fraudulently.

Please don’t abuse our staff: It’s not in a day’s work

Sadly, NHS staff across Kent and Medway are reporting more and more incidents of the abuse they face when they go into work.

In an open letter signed by chief executives from all NHS trusts in Kent and Medway, people are asked to be kind to NHS staff. The letter says: “The overwhelming majority of our patients, clients and service users are respectful of the years of training and the skills healthcare professionals have developed so they can care for others.

People understand the caring and compassionate nature that makes someone want to work for the NHS; whether they are clinicians or in support roles. It goes on to talk about the commitment to high-quality care all NHS partners have and that while it is a small minority of people who behave this way towards NHS staff, the consequences can be far reaching. “We understand the frustration when you may have to wait a little longer at a clinic appointment, urgent treatment centre or emergency department, or when you may not be able to get through to a GP practice on the phone.

“Some people don’t understand why we are still asking them to wear masks in healthcare settings when they don’t wish to do so. We also know others don’t wish to participate in the Covid-19 vaccination programme. The second is a personal choice; the first keeps our staff safer.

“However, what we cannot accept is abuse – verbal or physical – towards our workforce. They are there to help, not be abused.’’

You can find out more at: https://www.kentandmedwayccg.nhs.uk/news-and-events/news