The Grove Medical Group

Zero Tolerance Policy – Information for patients.   Updated July 2026

Our Commitment

The Grove Medical Group is committed to providing high-quality healthcare and treating all patients with dignity, courtesy and respect. In return, we ask that all patients, relatives and visitors treat our staff with the same respect.

We recognise that patients may sometimes be anxious, distressed or frustrated when seeking healthcare. Our staff will always aim to respond with professionalism, compassion and understanding. They understand that people who are unwell do not always act reasonably and will take this into consideration when trying to resolve misunderstandings or concerns.

However, abusive, aggressive, threatening or discriminatory behaviour towards any member of our team will not be tolerated.

Zero Tolerance

The Practice supports the NHS Zero Tolerance approach to violence, aggression and abuse towards healthcare staff. All members of our team have the right to work in an environment that is safe and free from intimidation, harassment, abuse or violence.

We are committed to providing the best possible care for our patients, and this relies upon mutual trust and respect between patients and Practice staff.

Unacceptable Behaviour

Examples of behaviour that are considered unacceptable include, but are not limited to:

• Using abusive, offensive or threatening language towards Practice staff or other patients.
• Swearing at, shouting at or verbally abusing members of staff.
• Physical violence, attempted violence or threatening behaviour towards any member of the Practice team or other patients.
• Intimidation, harassment or bullying of staff.
• Discriminatory behaviour or language, including racist, sexist, homophobic, transphobic, disability-related or other discriminatory comments.
• Making persistent, unreasonable or unrealistic demands that place undue pressure on staff.
• Repeatedly refusing to follow reasonable Practice procedures.
• Deliberately causing damage to, or stealing from, Practice premises or the property of staff or patients.
• Obtaining prescriptions, medication or medical services fraudulently.
• Posting abusive, offensive or defamatory comments about Practice staff on social media or other online platforms.
• Any abusive, threatening or inappropriate behaviour towards staff in person, by telephone, in writing or electronically.

Consequences

 Any incident of abusive, aggressive or threatening behaviour will be documented and reviewed by the Practice Partners or Practice Management Team.

Depending on the seriousness of the incident, the Practice may:

• Issue a verbal or written warning.
• Ask the patient to modify their behaviour.
• Contact the police where a criminal offence may have been committed.
• Remove the patient from the Practice list in accordance with NHS regulations.

Violent behaviour, threats of violence, intimidation or any behaviour that causes staff to fear for their safety may result in immediate action, including police involvement and removal from the Practice list where appropriate.

Removal from the Practice List

A positive patient–Practice relationship is based on mutual trust and respect. Removal from the Practice list is an exceptional measure and will only be considered where the relationship has irretrievably broken down or where the safety and wellbeing of staff or other patients is at risk.

Immediate removal may occur in cases involving actual or threatened violence or where the police have been involved.

Where appropriate, patients will be informed of the reasons for the Practice’s decision and the process will be undertaken in accordance with NHS regulations.

Removal of Other Members of the Household

 In exceptional circumstances, it may also be necessary to remove other members of the same household where continuing to provide care would place staff at risk. This may apply where staff are required to visit the home or where the continued presence of the removed patient is likely to compromise the safety or wellbeing of Practice staff.

Each case will be considered individually, taking into account the safety of our staff, the needs of the patients involved and relevant NHS guidance.

Working Together

 The Grove Medical Group is committed to providing safe, compassionate and high-quality healthcare for all patients. We ask that everyone who attends or contacts the Practice helps us to maintain a safe, welcoming and respectful environment for patients, visitors and staff alike.

We thank you for your cooperation and understanding.