Zero Tolerance


This Practice takes a “zero tolerance” approach to violence and aggression, and this is strictly observed by all personnel. The aim of this policy is to protect everyone who works at the practice from possible harm or aggressive behaviour. The policy also helps to fulfil the practice’s obligations to provide a safe place to work; practice philosophy is that violence is unacceptable in whatever form it takes, for whatever reason.

  • It is the responsibility of every member of the practice to take reasonable care of the health and safety of him or her, and of other persons who might be affected by his or her acts and omissions at work.
  • The policy covers everyone who is engaged by the practice including self-employed contractors (for example Associates), temporary and casual workers.
  • The operation of this policy is the responsibility of the Practice Manager on behalf of the Practice Partners.
  • We define violence and aggression as:-
    • Verbal abuse (which includes shouting, swearing and gestures);
    • Psychological abuse of practice personnel;
    • Threats against practice personnel which occur in the workplace;
    • Actual or threatened physical assaults on practice personnel.
  • The workplace is defined as the practice premises, and all other premises where work is undertaken as part of the person’s official duties.
  • To comply with this policy the practice will:-
    • Undertake risk assessments;
    • Ensure that the Practice premises are secure;
    • Provide a “panic button” on the patient management software;
    • Provide training in dealing with difficult/aggressive patients;
    • Aim to operate an effective appointment system, and make the reception area as relaxing as possible to minimise delays and tension.
  • All incidents (however trivial) must be reported to the Practice Manager (or a senior member of practice personnel in their absence), and a recording form completed. In the event of an actual or threatened violence, the Police will be called. Injuries will be recorded in the accident book.
  • The practice will undertake to provide support and assistance to members of the practice who are victims of violence and aggression in the course of their work.