The NHS operate a Zero Tolerance Policy with regard to violence and abuse and the Practice has the right to remove violent patients from their list with immediate effect, in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. 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.
Where patients are disruptive and display aggressive and/or intimidating behaviour and refuse to leave the premises, staff are instructed to dial 999 for Police assistance, and charges may then be brought against these individuals.
Zero tolerance to threats
Any statement, action, or behaviour (verbal, written, electronic, or physical) that expresses an intent to cause harm, injury, or distress to any member of staff, patient, or visitor, or to damage property or the reputation of the practice, regardless of whether the threat is carried out.
Examples of Threatening Behaviour Include:
• Verbal abuse, shouting, or use of intimidating or aggressive language.
• Any statement suggesting intent to harm a person or damage property.
• Threatening gestures, body language, or invasion of personal space.
• Written or electronic messages (emails, texts, social media posts, letters) that contain threats or intimidating language.
• Repeated or escalating behaviour that causes fear, alarm, or distress.
• Implied threats (e.g. tone, gestures, or innuendo that convey potential harm).
Practice Response
• All threats—whether verbal, written, or physical—will be treated as serious incidents and WILL be reported to the police.
• The incident will be recorded in the practice’s violence and aggression register.
• The patient will be removed from the practice list in accordance with NHS England regulations.
• Support will be provided to any member of staff affected.