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Zero tolerance policy

Last Updated: Friday, 20 February 2026

Zero Tolerance & Acceptable Behaviour Policy

Grassendale Medical Practice is committed to providing high‑quality care in a safe, respectful and supportive environment. All patients, visitors and staff have the right to be treated with dignity and without fear, distress or intimidation.

To maintain a safe working environment, the practice operates a Zero Tolerance & Acceptable Behaviour Policy, which sets out the standards of behaviour expected from anyone who engages with the practice.

1. Our Commitment

We are committed to ensuring that:

  • All staff, patients and visitors are treated with courtesy and respect.
  • Staff can carry out their work without fear of harassment, intimidation, abuse or harm.
  • The practice is a safe and secure environment for everyone.

2. Unacceptable Behaviour

The following behaviours will not be tolerated under any circumstances. This includes behaviour in person, by telephone, in writing, via online platforms, or through any other form of communication.

2.1 Abuse, Threats and Violence

  • Physical violence or aggressive behaviour
  • Threatening or intimidating language
  • Shouting, swearing, or verbal abuse
  • Bullying or coercive behaviour

2.2 Harassment and Inappropriate Behaviour

The practice will not tolerate any form of harassment towards staff, patients or visitors. This includes, but is not limited to:

  • Unwanted personal comments, intrusive remarks, or inappropriate jokes
  • Sexual comments, innuendo, suggestive or flirtatious behaviour
  • Giving gifts of a personal nature (e.g., flowers, personal items) where this causes discomfort, is unwanted, or is used to initiate inappropriate familiarity
  • Persistent attempts to initiate personal relationships with staff members
  • Intrusive questions about staff members' private lives
  • Staring, loitering, following, or waiting for staff inside or outside the practice
  • Any behaviour that causes a staff member to feel uncomfortable, unsafe or intimidated

2.3 Other Unacceptable Conduct

  • Malicious allegations against staff
  • Wilful damage to practice property
  • Discriminatory remarks relating to race, gender, disability, sexuality, age, religion or any protected characteristic
  • Refusal to follow reasonable instructions related to safety and practice processes

3. How We Will Respond

When unacceptable behaviour occurs, the practice will take timely and proportionate action. This may include:

3.1 Verbal Warning

A clear explanation that the behaviour is unacceptable and must stop immediately.

3.2 Written Warning / Behavioural Letter

A formal letter setting out the behaviour, referencing this policy, and confirming the consequences of continued breaches.

3.3 Restricted Access to Services

Where necessary, the practice may:

  • Arrange for the patient to interact only with specific staff
  • Arrange for consultations to occur under supervision
  • Require the patient to be seen at specific times

3.4 Removal from the Practice List

In line with NHS England regulations, the practice may request removal of a patient from the practice list where:

  • Unacceptable behaviour continues despite warnings
  • A single serious incident occurs
  • Staff or patient safety is at risk

Immediate removal may occur in cases of violence, threats, or behaviour that makes staff feel in danger.

3.5 Police Involvement

We will contact the police where behaviour constitutes a criminal offence or where staff safety is threatened.

4. Support for Staff

The practice is committed to:

  • Supporting any staff member who experiences harassment, abuse or threatening behaviour
  • Recording all incidents
  • Reviewing safety measures regularly
  • Ensuring no staff member is left alone with a patient who has demonstrated concerning behaviour
  • Taking swift action to protect staff wellbeing

5. Patient Responsibilities

By being registered with Grassendale Medical Practice, patients agree to:

  • Treat staff and other patients with courtesy and respect
  • Communicate in an appropriate and non‑aggressive way
  • Respect personal and professional boundaries of staff
  • Follow reasonable instructions designed to support safety and service delivery
  • Understand that abusive or inappropriate behaviour may result in restricted access or removal from the practice list

6. Practice Responsibilities

We will:

  • Treat all patients fairly, respectfully and without discrimination
  • Provide clear information and communication
  • Act promptly when concerns about behaviour arise
  • Maintain a safe environment for staff, patients and visitors
  • Follow NHS England guidance when considering warnings, restrictions or removals

7. Policy Review

This policy will be reviewed regularly and updated as necessary to reflect changes in legislation, NHS England guidance or practice risk assessments.