Zero Tolerance Policy

We understand that patients are often anxious and upset, may be frustrated at delays in care or being able to get through to us at peak times and we would like to assure all our patients that we are doing our best to maintain access during these very difficult times.

Please see some of the news items on our website explaining more about some of the ways we are working to provide services and manage demand so that we can provide you with the best service we can.

Our staff are working exceptionally hard, and have been doing so consistently throughout the pandemic and so we thank the majority of patients for appreciating this and treating them respectfully, even when they may have to ask questions of a personal nature or give a response that some patients may not like.

For the minority of patients that swear, shout, speak or behave in a generally rude or aggressive manner towards our staff we have a zero tolerance approach. Such patients will be warned once only about such behaviour in writing and any recurrence will result in removal from the practice list without further warning.

There is a complaints process documented on our website or available on request should patients be unhappy with the services or access or we are providing. We never wish to have to take such action but will not hesitate to do so in order to protect the health and wellbeing of our staff.