Zero Tolerance Policy
Catterick Village Surgery operates a strict Zero Tolerance Policy regarding any form of abuse or unacceptable behaviour towards our staff, doctors, or other patients. This includes physical, verbal, and online abuse.
Our GPs and staff have the right to work in an environment free from the threat of harm, intimidation, or disrespect. In order to provide high-quality care, it is essential that there is mutual respect between staff and patients at all times.
We recognise that patients may be under stress or experiencing difficulties, and our team is committed to being polite, helpful, and understanding. However, our staff also manage a wide range of responsibilities and must be treated with courtesy and patience.
Aggressive or abusive behaviour will not be tolerated. This may lead to removal from the practice list and, where necessary, the involvement of the Police.
Unacceptable Behaviour Includes:
- Using bad language, shouting, or raising voices at practice staff.
- Any physical violence towards any member of the team or other patients.
- Verbal abuse towards staff or patients, including shouting or threatening language.
- Racist, xenophobic, sexist, homophobic, or otherwise discriminatory or intolerant language, including sexual harassment.
- Persistent or unrealistic demands that cause stress to staff. While we aim to meet patient requests wherever possible, an explanation will be provided when this is not feasible.
- Attempting to bully or manipulate staff members to obtain services or information.
- Damaging, stealing, or failing to return practice equipment belonging to the surgery, staff, or other patients.
- Fraudulently obtaining drugs or medical services.
- We thank all our patients for helping us maintain a safe, respectful, and supportive environment for everyone at the practice.