Zero Tolerance Policy

An employer has a duty of care for the health, safety, and wellbeing of its staff. The employer also has a legal responsibility to provide a safe and secure working environment for staff. Staff mental health is as important as their physical health.

At Jubilee Medical Centre, the directive is that at no time will any violent, threatening or abusive behaviour be tolerated towards staff, patients or visitors. The Practice follows the NHS Guidance concerning Zero Tolerance.

Whilst violence and threatening behaviour is often easy to label, abuse may take on many forms. For the purpose of this policy, abuse can be towards any service user, visitor or staff member and includes (but is not limited to) sexism, racism homophobia, biphobia, transphobia and ageism, or harassment or abuse on the basis of disability, marriage or civil partnership, pregnancy or maternity, religion or belief.

In addition, unreasonable behaviour is also unacceptable and, as such, needs to be managed appropriately and consistently. This organisation has a zero tolerance towards poor behaviour and is committed to reducing the risk to staff and other patients.

All patients and staff are expected to behave in an acceptable, respectful manner.

The practice follows the NHS guidance concerning Zero Tolerance.

Examples of Unacceptable Standards of Behaviour

Unacceptable standards of behaviour can be categorised as inappropriate behaviour or violent or abusive behaviour.

Inappropriate/Unreasonable Behaviour

Inappropriate behaviour does not have to be face-to-face and may take other forms including written, telephone or e-mail communications or through social media.

Some examples of inappropriate behaviour include, but are not limited to the following:

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

What constitutes inappropriate or unreasonable behaviour could be viewed as a subjective matter. Therefore, to ensure objectivity and prior to any further actions being taken, incidents of inappropriate behaviour will be discussed with a member of the senior management team.

Any person, be they staff, visitor or service user, who encounters unreasonable behaviour will be fully supported by senior management.

Violent/Abusive Behaviour

It is acknowledged that a small minority of patients may become abusive or violent towards staff at Jubilee Medical Centre, making it difficult for the healthcare team to provide services. This organisation has a zero tolerance towards such behaviour and is committed to reducing the risk to staff and other patients resulting from such behaviour.            

NHS England classifies violent or abusive behaviour as:

• 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

Classifications for assault are as follows:

• 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

In exceptional circumstances, a breakdown may occur between a doctor and their patient. If the breakdown is of a serious nature serious physical or verbal abuse to any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Steps may be taken to have the patient removed immediately from the practice list. Where possible, conciliation would always be the preferred route. Reasons for removal will be given in writing.

We trust this policy is clear and supports a mutually respectful environment for patients and staff.