We want every patient to feel respected, listened to, and supported. Our team works hard to provide care that is open and accessible to everyone. Most interactions with patients are positive, but occasionally behavior or actions make it very difficult for us to help. In rare cases, this behavior becomes unacceptable because it involves abuse of our staff or disrupts our ability to provide care.

When this happens, we must take steps to protect our team and ensure we can continue delivering safe, effective services for all patients.

What Do We Mean by “Unacceptable”?

We understand that illness and stress can lead to frustration. Being persistent or assertive is not a problem — sometimes it’s necessary. However, behavior becomes unacceptable when it:

• Places unreasonable demands on our time or resources.
• Involves aggression, abuse, or intimidation toward staff.
• Prevents us from providing care to other patients.

Aggression and Abuse

We will not tolerate:

• Physical violence or threats.
• Verbal or written abuse, including offensive, discriminatory, or threatening language.
• Serious allegations without evidence.

If aggression occurs during a call, staff may end the conversation. Physical violence or threats will always be reported to the Police.

Examples of Unreasonable Demands

• Repeated requests for urgent responses without clinical need.
• Frequent early prescription requests or replacements without proper documentation.
• Insisting on treatment that has no clinical basis.
• Refusing to book review appointments for ongoing medication.

Excessive Contact

Multiple calls in a short time, lengthy conversations, or sending large volumes of irrelevant documents can disrupt care for others. We may limit contact if this happens.

Refusal to Work With Us

If you raise a concern, we may need information or cooperation to resolve it. Persistent refusal to engage without good reason is considered unreasonable.

Misuse of Complaints

You have the right to complain. However, repeated complaints that amount to harassment or block legitimate decisions may lead us to restrict contact.

How We Respond

We aim to act fairly and proportionately. Actions may include:

• Limiting contact to certain times or formats (e.g. written only).
• Assigning a single point of contact.
• Restricting appointments to scheduled visits.
• In extreme cases, removal from the Practice list.

We will always explain what action we are taking and why.

Decision Process

Immediate action may be taken during an incident. Formal decisions, such as warnings or removal, are made by senior staff after review. Patients will have the chance to change their behavior before further steps are taken.

Appeals

If you disagree with a decision, you can appeal. A senior staff member not involved in the original decision will review your case and respond in writing.

Our priority is to maintain a safe, respectful environment for patients and staff. Thank you for helping us achieve this.