Patient Rights & Zero Tolerance Policy

NHS Patient Rights

Citizens Advice Scotland provides patients with with a full array of information about their right within the NHS, to find out more Click Here

Complaints, Compliments and Suggestions

We aim to provide the highest standard of care to everyone who uses our services. We recognise that, on occasion, things may not go as expected and a patient may feel they have cause for complaint.

If this happens, we encourage patients to raise concerns so they can be considered promptly and resolved as quickly and amicably as possible.
To find out more about how we handle complaints, please Click Here

Persistent or Unreasonable Behaviour

Victoria Practice is committed to delivering safe and effective care to all our patients. Very rarely, the actions or behaviour of an individual may become unreasonable, persistent or disruptive, and may impact our ability to provide care safely to other patients or to support our colleagues.

In such circumstances, the Practice may need to take proportionate action, which could include restricting contact with the Practice or taking other steps in line with our policies. If you would like further information about this, please contact the Practice via the reception team.

Examples of behaviour that may be considered unreasonably demanding or persistent include (this list is not exhaustive):

• Persistently pursuing a complaint after the Practice’s complaints process has been fully implemented and exhausted

• Continually changing the substance of a complaint or raising new issues while an existing concern is being addressed

• Refusing to accept documented clinical evidence as factual

• Making excessive or repeated contact that places unreasonable demands on colleagues

• Focusing on a matter that is disproportionate to its significance

• Harassing or verbally abusing colleagues during the handling of a concern

• Threatening or using physical violence towards colleagues at any time

Zero Tolerance Policy

Victoria Practice is committed to providing a safe, respectful and supportive environment for our patients, visitors and colleagues. We recognise that patients and families may feel anxious, upset or frustrated at times, and we will always aim to listen and respond with compassion and professionalism.

However, we operate a zero-tolerance approach to behaviour that is abusive, threatening, intimidating or places undue pressure on our colleagues. All members of our team have the right to work in an environment free from intimidation, harassment or distress, and to exercise their professional judgement without being undermined or coerced.

Where behaviour falls below the standards we expect, the Practice may take action to protect colleagues and others. This may include issuing a formal behaviour warning letter, restricting contact with the Practice, or taking further action in line with our policies.

Examples of Unacceptable Behaviour

The following examples describe behaviours that the Practice considers unacceptable and which may result in a warning letter or other action. This list is not exhaustive.

Unreasonable and inappropriate behaviour

• Aggressive or abusive behaviour, such as shouting or personal insults, in person or via social media

• Discrimination or harassment when related to a protected characteristic under the Equality Act 2010

• Unwanted physical contact

• Spreading malicious rumours or gossip or insulting someone

• Stalking

• Offensive comments/jokes or body language

• Persistent and unreasonable criticism

• Unreasonable demands, impossible requests and persistent or blatant disregard of treatment or requirements by the practice. This could include regular failures to attend appointments without being able to give any reasonable explanation

• Intimidating, pressurising or undermining behaviour directed towards colleagues, including attempts to influence or coerce a clinician into making a diagnosis or prescribing medication against their professional judgement

• Coercion, such as pressure to subscribe to a particular political or religious belief

Violent or abusive behaviour

• Any incident in which “an employee is abused, threatened or assaulted in circumstances relating to their work” (HSE 1996)
• The intentional application of force to the person of another, without lawful justification, resulting in physical injury or personal discomfort
• The use of inappropriate or discriminatory words or behaviour causing distress and/or constituting harassment
• Behaviour that is hostile, destructive and/or violent

Assault

• Physical assault is the intentional application of force to the person of another, without lawful justification, resulting in physical injury or personal discomfort
• Non-physical assault is deemed to be the use of inappropriate or discriminatory words or behaviour causing distress and/or constituting harassment