Surgery policies and procedures

Non-urgent advice: Practice Policies

Violence Policy

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.

Violence and Aggression code

Newbyres medical group will not tolerate violent or aggressive behaviour towards its staff. We consider the following behaviour unacceptable -

Use of threatening/abusive/obscene language
Offensive remarks of a racial, sexual or personally derogatory nature
Threatening or aggressive gestures and or actions
Excessive noise which is obtrusive to others in the vicinity
Damage to property
Theft
Spitting
Inappropriate behaviour involving alcohol or substance misuse

Any person acting in an unacceptable manner will be asked by a member of staff to stop, if they do not comply with this request they will be reported to the partners. If they continue to behave in an unacceptable manner they will be removed from the practice list.

Text Messaging

We may send text notifications to you about appointment reminders, flu clinics, health promotion information, cancellation of clinics and changes in service provision. (You can opt out of the text notification service at any time by phoning the practice on 01875 820 405. We may also text you with review reminders or lab results - If you wish to opt out at any time, please contact the practice on 01875 820 405.

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.