Unacceptable Behavior Policy

We are pleased that incidents of unacceptable behaviour in the surgery are rare.   We treat our patients with courtesy and respect and ask the same in return. We ask that you treat your GP and all other Practice Staff courteously.  It is important that our Surgery is always a safe place to work and visit. Any behaviour verbal or physical which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable.

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.  This can be either face to face or during a telephone conversation.  

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


This policy applies throughout premises, including any car park and grounds. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice. The policy includes patient’s representatives displaying unacceptable behaviour and in extreme circumstances the practice will ask the patient to nominate a new representative to speak on their behalf.

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 patient’s 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. Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police. The patient will then be removed from the practice list and the PCSS will be notified so they can inform the Patient that they must register elsewhere.



Local Services, Let J & R Killick
Local Services, Let J & R Killick