At Stepps Surgery, we are committed to providing high-quality care and believe that all patients deserve to be treated with dignity, respect, and understanding. We strive to be open and accessible to everyone. However, there may be instances where the behaviour or actions of individuals using our services make it challenging for us to address their concerns. In such cases, we must take steps to protect our staff and maintain the safe delivery of services.
This policy outlines how we address unacceptable behaviour and actions, including violence, aggression, and unreasonable demands.
Section 1: Aggressive or Abusive Behaviour
We recognize that patients may act out of character when distressed or frustrated. However, any form of violence or abuse directed at our staff is unacceptable. This includes:
- Acts of physical aggression or threats of violence.
- Verbal or written language that is offensive, threatening, or abusive, including derogatory, racist, sexist, transphobic, or homophobic remarks.
- Serious, unsubstantiated allegations of criminal, corrupt, or unprofessional behaviour.
Our staff may end telephone calls or interactions if they feel threatened or abused, and any incidents may be reported to the police. Violent or abusive behaviour will result in immediate removal from the practice list.
Section 2: Unreasonable Demands
Demands become unreasonable when they negatively impact our ability to provide care to others. Examples include:
- Repeatedly requesting early or additional medication without justification.
- Insisting on seeing specific staff members when unavailable.
- Raising unrelated or excessive issues during interactions.
We may limit or restrict contact with patients whose demands are deemed unreasonable.
Section 3: Excessive Contact
When the frequency of contact, such as repeated calls, appointments, or written correspondence, hinders our ability to assist other patients, we may:
- Restrict contact to specific times or staff members.
- Limit the number of issues addressed at any given time.
- Refuse to engage with further correspondence that is excessive or unreasonable.
Section 4: Requests for Medical Records
Patients have the right to access their medical records under the Data Protection Act 2018. However, excessive or repeated requests for the same information may incur a fee or be refused.
Section 5: Unreasonable Refusal to Co-operate
We expect patients to work with us to resolve issues. Refusal to provide information or respond to reasonable requests may prevent us from addressing concerns effectively.
Section 6: Misuse of Complaint process
While we value transparency and encourage feedback, repeated or unfounded complaints designed to harass or disrupt services will be addressed in line with this policy.
Section 7: Managing Unacceptable Behaviour
Staff who experience aggressive or abusive behaviour may respond immediately and appropriately to the situation. Decisions to issue warnings or remove patients from the practice list will be made by the Practice Partners following a thorough review.
Section 8: Removal Without Warning
Patients may be removed from the practice list without prior warning in the following circumstances:
- If they move outside the practice boundary (30 days’ notice is provided).
- If issuing a warning would harm the patient or put staff at risk.
- If it is deemed unreasonable or impractical to issue a warning.
Section 9: Documentation and Communication
All incidents of unacceptable behaviour are documented. Patients will be notified in writing of any warnings or decisions regarding removal from the practice list.
Section 10: Appeals Process
Patients may appeal decisions regarding warnings or removal. Appeals will be reviewed by a Practice Manager or GP Partner who was not involved in the initial decision. Patients will be informed of the outcome in writing.
At Stepps Surgery, we are committed to fostering a safe and respectful environment for everyone. Thank you for your understanding and cooperation.