Zero Tolerance Policy

Introduction

The Practice takes incidents of abusive or violent behaviour extremely seriously. We support the NHS Zero Tolerance campaign, which states that healthcare staff have the right to work without fear of violence, abuse or harassment.

Mutual respect between patients and staff is essential to providing safe, effective care. Our team aims to be polite, helpful and understanding. We recognise that illness can cause distress and may affect behaviour; however, abusive or aggressive actions will not be tolerated and may lead to removal from our patient list and, in severe cases, police involvement.

Unacceptable Behaviour

The following behaviours are considered unacceptable:

• Using abusive language or swearing at staff
• Physical violence, including pushing or shoving
• Verbal abuse, including insulting or threatening language
• Racial abuse or sexual harassment
• Persistent or unrealistic demands that cause stress to staff
• Damaging or stealing practice property
• Fraudulently obtaining drugs or medical services
• Any behaviour that causes staff to feel unsafe or intimidated

Legal Position

The Practice has a legal duty to protect the health, safety and welfare of all employees under the Health & Safety at Work Act 1974 and the Management of Health & Safety at Work Regulations 1999. This includes assessing risks relating to violence and taking reasonable measures to prevent harm. Staff have the right to pursue legal action if preventable risks were not addressed. Security considerations include building access, CCTV, lone working, handling medicines and equipment, and emergency planning.

Violence at Work

Some aggressive behaviours may be related to a patient’s medical or mental health condition. If this is identified, it will be recorded in the patient’s notes and considered as part of their care plan. Additional measures such as ensuring staff are not alone with the patient may be put in place to protect everyone involved.

Definition of Abuse and Violence

Abusive or violent behaviour includes:

• Offensive remarks, gestures, or behaviour
• Sexual or racial harassment
• Threatening behaviour, with or without a weapon
• Physical assault, including being pushed, hit, or attacked
• Attempts to intimidate staff or other patients
• Damage to property

The Health and Safety Executive defines work-related violence as any incident in which a person is
abused, threatened or assaulted in circumstances relating to their work.

Practice Responsibilities

To maintain a safe working environment, the Practice will:

• Carry out and review risk assessments
• Review premises layout to minimise risks
• Provide personal safety equipment when needed
• Ensure staff are trained in dealing with aggression and de-escalation
• Offer support and referrals for staff affected by incidents
• Record incidents and implement actions to prevent recurrence

Removal from the Practice List

Removing a patient is a last resort and occurs only when the therapeutic relationship has irretrievably broken down. This will be clearly communicated to the patient. Immediate removal will occur when serious violence or threats occur, particularly if police are involved. In some circumstances, the Practice may also need to remove other household members if their presence poses a continued safety risk to staff.