We operate a zero tolerance policy to violence against staff. Any incident where staff are abused, threatened or assaulted will result in the patient being reported to the police and being removed from our Practice List.
VERBAL ABUSE BY PATIENTS TO STAFF DURING TELEPHONE CALLS 2018
Telephone calls that are made to our practice and verbal abuse used to a member of staff we will be requesting that the patients are removed from our list
During the past 2 years more and more staff are confronted by verbal abuse on the telephone by patients. We have introduced a new protocol which now states that staff should inform a patient who is becoming verbal and shouting on the phone that the call is now "going to end" - Our staff are not prepared to be shouted at or verbally abused like what often happening when the staff can not give the patient answers to the patient request.
These are isolated cases as nearly all our patients understand the pressure that currently the NHS is going through with the very high demand for appointment.
Please be assured we do all we possibly can to help patients - by asking the reason you are requesting an appointment is a way that we triage - some ailments or request do not necessary mean you need a GP appointment, leaving appointments for sick patients who really do need an appointment with a GP on the day. You do not need to tell us your reason for wanting an appointment , but say personal.