The Practice operates a Zero Tolerance approach to violent, aggressive or rude behaviour including abusive words or actions. 

Verbal abuse is a pattern of speaking with the intent to demean, humiliate, blame or threaten the victim.  Though an abuser may raise their voice in mean and threatening ways, verbal abuse does not always include shouting.  It can simply be defined by the manner in which the abuser is speaking - typically a demeaning, demoralizing way.

Any patient who behaves in this way will be reported to the Practice Manager who will take appropriate action.  This may involve a letter to the patient or in the most serious cases removal from the Practice list, in this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.