Unacceptable Behaviour Policy
1. Policy Statement
Wapping Group Practice is committed to providing a safe, respectful, and supportive environment for patients, staff, and visitors. We believe everyone has the right to be treated with dignity and respect. Unacceptable behaviour will not be tolerated and may result in action being taken, including removal from the practice list where appropriate.
2. Purpose of the Policy
This policy aims to: – Protect patients, staff, and visitors from unacceptable behaviour – Set clear standards of behaviour expected within the practice – Ensure consistent and fair management of incidents – Comply with NHS guidance and legal obligations
3. Scope
This policy applies to all patients, their relatives, carers, visitors, and any other individuals interacting with the GP surgery, whether: – In person (on practice premises) – By telephone – In writing (letters, emails) – Online or via social media
4. Expected Behaviour
We expect all patients and visitors to: – Treat staff and other patients with courtesy and respect – Communicate calmly and reasonably, even when frustrated – Follow practice procedures and NHS guidance – Respect the privacy and confidentiality of others
5. Unacceptable Behaviour
Unacceptable behaviour includes, but is not limited to:
5.1 Aggressive or Abusive Behaviour
- Shouting, swearing, or offensive language
- Threatening or intimidating behaviour
- Verbal abuse, insults, or harassment
- Discriminatory or derogatory comments (including racism, sexism, homophobia, transphobia, or disability-related abuse)
5.2 Physical Violence or Threats
- Physical assault or attempted assault
- Threats of violence towards staff, patients, or visitors
- Damage or attempted damage to property
5.3 Harassment and Bullying
- Persistent unreasonable demands
- Repeated unwanted contact
- Sexual harassment or inappropriate comments
5.4 Disruptive or Unsafe Behaviour
- Refusing to follow reasonable instructions from staff
- Being under the influence of alcohol or drugs while on the premises
- Bringing weapons or dangerous items onto practice premises
5.5 Online and Written Abuse
- Abusive emails, letters, or phone calls
- Posting defamatory, abusive, or threatening comments about staff or the practice on social media or online platforms
6. Zero Tolerance Statement
The GP surgery operates a zero tolerance approach to violence, abuse, and harassment. Any incidents of physical violence or serious threats will be reported to the police.
7. Managing Unacceptable Behaviour
Depending on the severity and frequency of the behaviour, the practice may take one or more of the following actions:
7.1 Informal Action
- Calmly asking the individual to modify their behaviour
- Explaining why the behaviour is unacceptable
7.2 Formal Warning
- Issuing a verbal or written warning
- Documenting the incident in the patient record
7.3 Restrictions
- Requiring appointments to be scheduled at specific times
- Asking the individual to leave the premises
- Bespoke contracts with patients as appropriate and agreed between the Practice Mangement Team
7.4 Removal from the Practice List
In extreme or persistent cases, patients may be removed from the practice list in line with NHS regulations. Where possible, patients will be given written notice and support to register with another GP.
If there is a second incident within 12 months of a formal written notice, then action wil be taken to remove the patient from the Practice.
Immediate removal may occur where there is violence, serious threats, or criminal activity.
8. Support for Staff
The practice will: – Support staff affected by unacceptable behaviour – Encourage reporting of all incidents – Provide access to appropriate support and debriefing.
Wherever a team member feels that there has been abusive / unacceptable behaviour this needs to be reported to the Practice Manager at the earliest possible convenience. At this time a decision will be made by the Practice Manager regarding what is the appropriate course of action, from those listed above. The chosen action will then be immediately implemented.
9. Equality and Fairness
This policy is applied fairly and consistently. No patient will be treated less favourably due to age, disability, gender, race, religion, sexual orientation, or any other protected characteristic.
10. Review of the Policy
This policy will be reviewed regularly to ensure it remains up to date with NHS guidance and legal requirements.
11. Contact Information
If you have questions about this policy, please contact the Practice Manager.
