Zero Tolerance

At Len Valley Practice, we are committed to providing a safe, respectful, and supportive environment for both patients and staff. We understand that being unwell or in pain can be distressing, and we do our best to support patients during difficult times. However, we have a Zero Tolerance approach to abuse of any kind.

All staff have the right to work without fear of abuse, intimidation, or harm. Patients, carers, and visitors are expected to treat all members of the team, clinical, reception, and administrative staff, with courtesy and respect.

 

Unnacceptable behaviour includes (but is not limited to):

  • Shouting or aggressive tone of voice

  • Swearing or use of inappropriate language

  • Verbal abuse, personal insults, or discriminatory remarks

  • Physical intimidation or threatening body language

  • Threats or acts of violence

  • Deliberate damage to property

  • Persistent or excessive demands that cause stress or disruption

We take any form of aggression or abuse seriously. Staff are trained to manage difficult situations, but will end any phone call or interaction if they feel threatened or abused.The GPs also have the right to remove from their list with immediate effect any patient who behaves in the above manner. 

What Action Will Be Taken:

  • A verbal or written warning may be issued

  • Incidents will be recorded and reviewed by the Practice Manager or Partners

  • In serious cases, we will involve the police

  • Patients who exhibit threatening or abusive behaviour may be removed from the practice list immediately

NOTE TO PATIENTS

In 2025, demand for healthcare services continues to grow. On some days, our reception team handles over 1,800 calls, in addition to managing face-to-face queries, prescriptions, and admin. Without them, the practice simply cannot function.

We ask for your patience and understanding. Receptionists follow protocols set by the GPs and clinical team to ensure patient safety and fairness. If you're frustrated, please raise concerns respectfully, we’re here to help.

 

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