Zero Tolerance Policy
The Practice embraces The Scottish Government's published policy for handling unacceptable actions and behaviour. We recognise that the vast majority of interactions that we have with people are positive and productive for all parties.
However, occasionally the behaviour of some individuals we have dealings with, make it impossible for us to continue any constructive engagement. These can be categorised as aggressive or abusive behaviour, unreasonable demands and unreasonable persistence. When any of these arise we have to consider taking steps to protect our staff and to ensure that our ability to work effectively is not undermined.
The practice considers aggressive or abusive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.
Unreasonable demands - where unreasonable requests or conditions are placed on the Practice which dilutes our ability to provide a service for other patients.
Unreasonable persistence - making repeated requests on the same or similar issue which results in disrupting our ability to fulfil our functions as a medical practice.
If any of the above categories are breached the practice will request the removal of the patient from the practice list (this might include children of these patients if they are under 16 years of age). The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault