Zero Tolerance

NHS staff should be able to come to work without fear of violence, abuse or harassment from patients or their relatives.

Birtley Medical Group operates a zero-tolerance attitude to all forms of abuse, the use of inappropriate words, and aggressive or elevated tone will not be tolerated. Any calls of this nature will be terminated, additionally, you may be removed from the practice meaning you would have to register at another surgery. The whole NHS is facing unprecedented demand, as a result, appointment availability may be limited at times and you may be referred to another provider or service please do not take this out on our staff, they are working tirelessly to care for you.

Where patients are disruptive and display aggressive and/or intimidating behaviour and refuse to leave the premises, staff are instructed to dial 999 for Police assistance, and charges may then be brought against these individuals.