Zero Tolerance Policy: Treating Our Staff with Respect

At Mendip Vale Medical Group, we are committed to providing a safe, respectful and welcoming environment for our patients, visitors and staff.

Our team works hard to provide the best possible care. We understand that people may sometimes feel anxious, frustrated or upset, particularly when they are unwell or worried about a loved one. We will always do our best to listen, help and treat everyone with kindness and respect. In return, we ask that everyone treats our staff in the same way.

Our Zero Tolerance Approach

We operate a Zero Tolerance Policy towards any behaviour that is abusive, threatening or violent towards our staff or other patients.

This includes, but is not limited to:

  • Physical violence or threatening behaviour.
  • Verbal abuse, shouting, swearing or intimidation.
  • Racist, sexist, homophobic, transphobic or discriminatory language or behaviour.
  • Harassment, bullying or personal insults.
  • Aggressive behaviour in person, over the telephone or in written communications, including emails and social media.
  • Deliberate damage to practice property.
  • Recording or photographing staff without their consent.

Such behaviour is unacceptable and will not be tolerated.

What Happens if This Policy Is Breached?

Where appropriate, we will try to resolve situations calmly and respectfully. However, if unacceptable behaviour continues, we may take one or more of the following actions:

  • End a telephone call or ask you to leave the premises.
  • Arrange future contact through alternative methods where appropriate.
  • Report incidents to the police where a criminal offence has occurred.
  • Remove a patient from our practice list in line with NHS guidance, where appropriate.

Any decision to remove a patient from the practice list will only be made after careful consideration and in accordance with national NHS regulations.

Working Together

We ask all patients and visitors to help us maintain a safe and respectful environment by:

  • Speaking to staff politely and respectfully.
  • Being patient during busy periods.
  • Following staff instructions within the practice.
  • Treating other patients and visitors with courtesy.

By working together, we can ensure that everyone receives the care and support they need in a safe and welcoming environment.

Thank you for helping us create a respectful practice for everyone.