Zero Tolerance Policy

Unacceptable Behaviour Policy

At our practice, we are committed to providing a safe, respectful, and supportive environment for all patients and staff. To maintain this, we have a zero-tolerance policy towards any form of abusive, aggressive, or inappropriate behaviour — whether in person, over the telephone, in writing, or via digital platforms.

This includes, but is not limited to:

• Verbal abuse: shouting, swearing, threats, or any form of offensive or intimidating language.
• Physical abuse or aggressive gestures: threatening body language, intimidation, or actual physical contact.
• Discrimination or harassment: including behaviour or language that is racist, sexist, homophobic, transphobic, or otherwise discriminatory or derogatory.
• Written abuse: aggressive or inappropriate messages sent via post, email, or through online platforms such as social media.
• Online harassment: defamatory, threatening, or offensive comments directed at the practice, its staff, or other patients through social media platforms, review sites, forums, or other digital channels.

All incidents of unacceptable behaviour — regardless of the method of communication — will be taken seriously. They will be reported immediately to the Practice Manager and Senior Partner.

The partners will review each incident carefully and decide on an appropriate course of action. This may include issuing a formal warning, involving the police if necessary, or removing the individual from the practice list.

We believe everyone has the right to be treated with dignity and respect. We ask all patients and members of the public to uphold these standards in all interactions with our team.