Acceptable Behaviour in the Surgery

It is important that our Surgery is always a safe place to work and visit. Patients and staff must not feel threatened.

Practice staff will always work with patients to resolve difficulties when they arise. This process is helped by a positive and calm manner from both the patient and staff member. If the patient displays hostile behaviour or an angry attitude this can make staff and other patients feel threatened.

In light of this the Practice has clear procedures on unacceptable behaviour.

Such unacceptable behaviours include, but are not limited to:

  • Any display of a violent temper
  • Shouting or raised voice, pointing fingers
  • Not engaging with staff positively
  • Being pushy or trying to intimidate staff
  • Hostile or aggressive behaviour
  • Threats, swearing, spitting
  • Any mention or display of any object that could be used as a weapon
  • Any comments of a personal nature made to members of staff or other patients

Patients will be warned if their behaviour is unacceptable and asked to stop. Where patients do not comply they will receive a FIRST BEHAVIOUR WARNING letter. Where patients behaviour is unacceptable on a subsequent occasion, they will receive a FINAL BEHAVIOUR WARNING. Any further display of unacceptable behaviour will result in REMOVAL from the practice list.

Patients will be told exactly the nature of the unacceptable behaviour.

We are pleased that incidents of unacceptable behaviour in the surgery are rare.

Repeatedly Missing Appointments

The Surgery is under a lot of pressure to provide as many appointments as possible. If they choose to patients may receive an SMS text reminder for their appointments and can text back to cancel their appointment. If you would like to take advantage of this service please let us know and give us your mobile number.  Please note the text back facility cannot be used when there are less than three hours before the appointment.

Missed appointments are a waste of resources and we must take action to keep these to a minimum; therefore it is an unacceptable behaviour for patients to repeatedly miss booked appointments.  Patients who frequently miss booked appointments will be contacted by letter with a behaviour warning and reminder of this policy.

Patients who persistently miss booked appointments risk being removed from the practice register.