All staff members aim to be professional, polite, respectful and helpful to all patients, family members and visitors to the Practice. Our aim is to have a mutual respect between patients and staff to ensure services can be delivered effectively. Our staff understand that people do not always act reasonably when they are ill, and they will take this into consideration when faced with difficult situations. 

At Bennfield Surgery we operate a zero-tolerance policy on acts of violence or verbal or physical abuse, to any staff member. Anyone who becomes physically or verbally aggressive or violent will be asked to leave the premises immediately. Failure to do so will result in removal by the Police. 

In order to maintain mutual respect between staff members and visitors to the practice, we would ask that patients, family members and visitors are informed of the unacceptable behaviours listed below that may result in them being removed from the practice:

• The use of bad language, including swearing or derogatory language to practice staff. 
• Physical violence towards staff or other visitors in the practice. 
• Verbal abuse aimed towards staff or indirectly whilst in the practice. 
• Racial abuse. 
• Sexual harassment.
• Persistent or unrealistic demands that cause stress to staff. 
• Causing damage to property or stealing from the practice premises. 
• Obtaining drugs and/or medical services fraudulently. 

Removal of patients from our practice list is a rare occasion and is seen to be the last resort when a Doctor/Patient relationship has broken down. The only exception is where there has been an act of violence or extreme aggression resulting in Police attendance to the practice; in this instance, immediate removal from the practice list will occur. 

In exceptional circumstances it may be relevant to remove the family members of the person who has been removed from the practice, particularly if there has been acts of violence or aggression against the Doctor. 

This is to protect the Doctor against any further abuse should a home visit request be made by a family member. 

In all cases of abuse towards a staff member, an incident report will be completed and the Practice Manager will be informed. Where it is deemed appropriate, the Practice Manager will write to the patient to remind them of the zero-tolerance policy and to advise them that their behaviour will be monitored. Repeat offences may result in removal from the practice list.