Groombridge and Hartfield Medical Group supports the government’s ‘Zero Tolerance’ campaign for Health Service staff. This campaign states that GPs and their staff have the right to care for others without fear of being attacked or abused. To successfully provide these services, mutual respect between staff and patients is essential.
Our team aims to be polite, helpful, and sensitive to each patient’s individual needs and circumstances. We respectfully remind patients that staff are often managing multiple, sometimes difficult tasks and situations simultaneously. We understand that ill patients may not always act reasonably, and we take this into consideration when dealing with misunderstandings or complaints. However, aggressive behaviour—whether violent or abusive—will not be tolerated.
In order to maintain good relations with patients, the practice asks all patients to read and take note of behaviours that will be considered unacceptable:
- shouting
- threatening, offensive or abusive language
- threatening or disruptive behaviour
- harassment or intimidation
- derogatory racial or sexual remarks
- physical violence
- misuse or abuse of services
- intimidating language or gestures
- damage to practice property
- failing to leave the practice when requested
Removing a patient from our list is an exceptional and rare occurrence. We value and respect the patient-doctor relationship, which is built on mutual respect and trust. However, when that trust has irretrievably broken down, the practice will carefully consider all factors before deciding to remove a patient from our list. If this decision is made, the patient will be informed that it is in their best interest to register with a new practice.
