Introduction

Cambridge Avenue and Messingham Medical Centres are committed to providing high-quality, compassionate care in a safe and respectful environment. To protect the wellbeing of patients, staff, and visitors, we operate a Zero Tolerance Policy towards any form of abusive, aggressive, or violent behaviour.

We recognise that illness and anxiety can sometimes cause frustration, but aggression, whether verbal or physical, is never acceptable. All members of our team have the right to carry out their duties without fear of abuse, threat, or violence.

Definition of Unacceptable Behaviour

Unacceptable behaviour can take many forms. This policy applies to any behaviour, whether in person, by phone, in writing, or via digital platforms, that causes a person to feel harassed, alarmed, or distressed.

This includes (but is not limited to):

·         Verbal abuse, including shouting, swearing, derogatory language, or threatening statements

·         Intimidation or harassment, including discriminatory remarks relating to race, gender, disability, sexuality, religion, or age

·         Physical violence or threats of violence

·         Malicious or vexatious complaints made without basis

·         Deliberate damage to property

·         Persistent or repeated behaviour that undermines staff or the functioning of the practice

Abuse may be a single severe incident or a pattern of behaviour over time. Staff are trained to recognise and respond to both.

Managing Incidents

All staff are encouraged to report any incident of unacceptable behaviour, regardless of severity, and will be supported when doing so. Every report will be taken seriously and investigated where appropriate.

In the event of an incident:

·         The individual may be given a verbal or written warning outlining the unacceptable behaviour and consequences of future incidents.

·         Where serious abuse or violence occurs, the practice may contact the police immediately.

·         The incident will be documented in the patient record or incident log in line with data protection protocols.

·         Any individual displaying serious or repeated misconduct may be removed from the practice list and referred to NHS England for reallocation to an alternative healthcare provider.

In all cases, our first priority is the safety and welfare of our staff and patients. We reserve the right to act immediately in situations of imminent risk.

Communication of Policy

This policy is communicated to patients via:

·         Posters displayed in practice reception areas

·         The practice website

·         New patient registration materials

·         Appointment confirmation messages (where applicable)

We believe in openness and transparency and welcome patient cooperation in maintaining a respectful practice environment.

Support for Staff

We recognise that being subject to abuse can be distressing and will provide appropriate support to staff, including debriefing, peer support, and referrals to occupational health services when needed. The wellbeing of our team is a fundamental priority.

Review of Policy

This policy will be reviewed annually or after any significant incident to ensure it remains effective, proportionate, and fit for purpose.