Zero Tolerance

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.

The Stages in The Procedure

  • Following an incident, the member of staff who spoke to the individual will document the event in full in the patients’ medical record. If the person involved in the incident is a visitor to the Practice accompanying a patient, the information will be entered onto the patients’ record.
  • The Practice Manager will be notified and the incident discussed with the member of staff.
  •  A first letter will be sent to the patient or visitor involved outlining the event and highlighting the Zero Tolerance Policy. The patient or visitor will be given a first and formal warning and explain that a further repeat of their behavior will lead to them being excluded from the Practice and therefore, needing to find an alternative Practice in which to be treated. Once again, if the person involved is accompanying a patient, then the notes will go on the relevant patients’ record. A copy of the policy will be sent with the letter.
  • Following a second and the final repeat of violent or abusive behavior and where the above steps have been followed, the Practice reserved the right to remove the patient from the Practice’s list via the 7 day route with PCSE which would result in them having to find an alternative Practice in which to be treated.