At Ivel Medical Centre, we are committed to providing safe, high-quality healthcare in an environment of mutual respect. Patients, carers, visitors, and staff all have the right to be treated with dignity and courtesy at all times.
We understand that illness and stress can make situations difficult. However, abusive, aggressive, or unacceptable behaviour towards our staff or other patients will not be tolerated under any circumstances.
What We Expect
- Treat staff and other patients with courtesy and respect.
- Follow our practice procedures for appointments, prescriptions, and communications.
- Use the official complaints procedure if you are unhappy with any aspect of your care.
Unacceptable Behaviour
The following actions are considered unacceptable:
- Verbal abuse, swearing, shouting, or offensive language.
- Threats, intimidation, or physical violence of any kind.
- Harassment or discrimination, including racial, sexual, or religious abuse.
- Aggressive or forceful demands, refusal to listen, or raised voices.
- Damage to property, theft, or any criminal activity on practice premises.
- Being under the influence of alcohol or illegal drugs while attending the practice.
- Persistent or unrealistic demands that cause undue pressure on staff.
- Misuse of communication channels, e.g. contacting staff through personal numbers, email, or social media.
- Defamatory or derogatory comments about the practice or staff on social media or other public platforms.
Consequences of Unacceptable Behaviour
- Written Warning – In less serious cases, patients may receive a written warning and asked to reflect on their behaviour.
- Immediate Removal – Any violent, threatening, or seriously abusive behaviour will result in immediate removal from the practice list.
- Police Involvement – Where patients are disruptive, aggressive, and/or intimidating, and refuse to leave when asked, staff are instructed to dial 999 for Police assistance. Charges may then be brought against the individual.
- Reporting to Authorities – Threats, violence, harassment, or criminal acts will be reported to the Police or other relevant authorities.
- Household Removal – In rare cases, if one individual’s behaviour makes it unsafe to continue care for their family, the entire household may be removed from the list.
Removal From The Practice List
A positive relationship between patients and doctors is crucial for providing quality care. Therefore, aggressive or disrespectful behaviour toward staff, other patients, or property will not be accepted. The following outlines our process for dealing with such incidents:
Monitoring Unacceptable Behaviour
- First Incident:
- A note will be added to the patient’s record about the unacceptable behaviour.
- The patient will receive a formal warning letter outlining the incident and advising that further incidents may lead to more serious consequences.
- Second Incident:
- After a second incident, a second warning letter will be issued, reinforcing the importance of respectful behaviour and warning that a third incident may result in removal from the Practice list.
- Third Incident:
- Following a third incident, the patient will receive a removal letter, informing them that they have been removed from the Practice list.
- Review Period:
- The patient’s behaviour will be closely monitored for 12 months following the first incident.
- Emergency Situations:
In extreme cases where there is an immediate threat to staff or other patients, the police will be called, and the patient may be removed from the Practice list without prior warning.
Alternative Care Arrangements
Patients removed from the practice list will be given a 7-day or 30-day period (depending on the circumstances) to register with another GP. Where violence or serious threats are involved, patients will be referred to the Special Allocation Scheme, which provides care in secure settings.
Our Commitment
Our staff are here to support your health and wellbeing. We will always treat patients with respect, dignity, and professionalism, and we ask the same in return. By working together in a safe and supportive environment, we can provide the best possible care for all.
