Zero Tolerance to Violence Policy
A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service.
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.
The staff in this practice have the right to work in an environment free from violent, threatening, aggressive or abusive behaviour and everything will be done to protect that right. At no time will any violent, threatening, aggressive or abusive behaviour be tolerated in this practice, either in person or over the telephone.
Physical and verbal abuse includes:
- Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes
- Sexual and racial harassment
- Threatening behaviour (with or without a weapon)
- Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or waste products
- Attacks on clinicians, members of staff or the public
- Discrimination of any kind
- Damage to staff property or practice property
If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our practice list.
- Our Practice staff are here to help you
- Our aim is to be as polite and helpful as possible to all patients
- If you consider that you have been treated unfairly or inappropriately, please ask the reception staff to contact the Practice Manager or supervisor, who will be happy to address your concerns
- Please help us to help you
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.
Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment. The Healthcare Professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
All trained chaperones understand their role and responsibilities and are competent to perform that role.
There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.
Their role can be considered in any of the following areas:
- Emotional comfort and reassurance to patients
- Assist in examination (e.g. during IUCD insertion)
- Assist in undressing
- Act as interpreter
- Protection to the healthcare professional against allegations / attack)
If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the Reception Team Leader.