Aggressive Behavior Policy

Zero Tolerance Policy for Aggressive Behavior

As an employer, the practice has a duty of care for the health, safety and wellbeing of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. Staff mental health is as important as their physical health.

Any incident in which an employee is abused, threatened or assaulted in circumstances relating to their work is unacceptable and not tolerated. This includes the serious or persistent use of verbal abuse, aggressive tone and/or language and swearing/foul language. Staff should not be left upset and distressed following an interaction with a patient.

All instances of actual physical abuse or threatening behavior on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

The following are examples of when you may be issued with a first and final warning or removed from our patient list dependent on the severity of the incident.

  • Physical Violence

  • Excessive noise e.g. recurrent loud or intrusive conversation or shouting

  • Threatening or abusive language involving swearing or offensive remarks

  • Racial or sexual remarks

  • Aggressive, forceful tone and/or language that upsets staff

  • Malicious allegations relating to members of staff, other patients or visitors

  • Offensive gestures or behaviors

  • Abusing alcohol or drugs on practice premises

  • Drug dealing on practice premises

  • Willful damage to practice property

  • Threats or threatening behavior

  • Theft

  • Persistent and/or unrealistic demands on the service

This list is not exhaustive and there may be other occasions where we have cause to issue a warning or remove you from our patient list.  Reasons for removal will be provided in writing. If you are unhappy with the practice we have a complaints procedure to assist you or you have the choice to register with another practice - there really is no need for unpleasant behavior with these options available to support you.

We trust this policy is clear and supports a mutually respectful environment for patients and staff.