Zero Tolerance

Incident Definition
Any incident where staff perceive they, or their colleagues, have been abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well being or health.

A risk assessment will be carried out on an annual basis focussing on support for staff. This will be followed up on risk control for all identified points.

Any issues and/or critical incidents will be discussed at the monthly reception meeting.

Dr. Wear is the doctor responsible for co-ordinating the violence policy in the Practice

A Statement on zero tolerance is displayed in the waiting room

This policy is also produced as a patient information leaflet which will be brought to the attention of all new patients and inserted in the Practice Leaflet.

The Practice Procedure is –

(a) complaint received from staff member following an incident

(b) incident form completed

(c) An interview to take place with the patient(s) involved, the doctor and the Practice Manager

(i) A meeting will take place involving all the Practice staff which will include he decision or otherwise to keep a patient on the list or alternative ways of seeing the patient in the surgery.

If, after discussion, any single member of staff feels they want the patient removed from the list, then this takes precedence over everything else.

(d) A decision will then be given to the patient

(e) An entry will be made on the patient’s computer record

(f) Every incident, including verbal abuse, will be reported to the Health Authority and where appropriate to the police.

Patients should be aware that –

 Subsequent incidents may lead to removal from the list

 Serious incidents will lead to immediate removal from the list.

Receptionists Role

 Try to be positive, always offer the patient something rather than outright refusal.

 Refer the aggressive or aggrieved patient to a more senior member of staff rather than entering into arguments

 Don’t exceed one’s responsibility by appearing to make inapropriate judgements about patients’ needs

 Respect the dignity of all patients and befriend the vulnerable ones.