Zero Tolerance Policy

Purpose
The purpose of this Zero Tolerance Policy is to provide a safe and respectful environment for patients, staff, and visitors at Lee Road Surgery. This policy ensures that unacceptable behaviour is addressed promptly and appropriately to maintain the well-being of everyone within the practice.

Scope

This policy applies to all patients, their families, visitors, and staff members interacting within the practice premises, over the phone, or via digital communication channels.

Policy Statement

Lee Road Surgery operates a zero-tolerance policy towards any form of abuse, aggression, or disrespectful behaviour. This includes, but is not limited to:

• Verbal Abuse: Threats, shouting, swearing, derogatory remarks, or any form of intimidation.
• Physical Abuse: Assault, aggressive gestures, or any attempt to harm others.
• Discriminatory Behaviour: Racism, sexism, ableism, or any other discriminatory conduct.
• Harassment: Unwelcome attention, inappropriate comments, or persistent disturbances.
• Damage to Property: Intentional destruction or defacement of practice property.
• Persistent Non-Compliance: Refusal to adhere to practice rules or staff instructions.

Expectations

All individuals are expected to:

1. Treat staff, other patients, and visitors with respect and courtesy.
2. Follow practice guidelines, including arriving on time for appointments and communicating cancellations promptly.
3. Avoid disruptive or inappropriate behaviour within the practice or during communications.

Consequences of Non-Compliance

Violations of this policy will result in immediate action, which may include:

1. Verbal Warning: A clear explanation of the unacceptable behaviour and its impact.
2. Written Warning: Documentation of the incident and a formal notice regarding future expectations.
3. Immediate Removal: For severe cases, individuals may be asked to leave the premises immediately.
4. Police Involvement: If a behaviour is unlawful or poses a threat, authorities will be contacted.
5. Termination of Services: Persistent or egregious violations may lead to removal from the practice’s patient list.

Note: In situations involving aggressive or threatening behaviour, the practice will not hesitate to involve law enforcement.

Reporting Incidents

All incidents will be documented by staff and reviewed by the Practice Manager. Patients or visitors who witness or experience unacceptable behaviour are encouraged to report it to the reception team.

Appeals Process

If a patient disagrees with the action taken under this policy, they may submit a formal appeal to the Practice Manager within 14 days. Appeals will be reviewed objectively, and decisions will be communicated in writing.

Commitment to Safety and Respect
Lee Road Surgery is committed to fostering a safe and respectful environment for everyone. We appreciate your understanding and cooperation in adhering to this policy.