When speaking to any member of staff from the surgery, could you please speak to them appropriately and in a manner in which you would like to be spoken to yourself. Reception staff are under an extreme volume of pressure and are there to assist you in your hour of need.

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.

In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.