Zero Tolerance Policy

We treat our patients with courtesy and ask the same in return.  We ask that you treat your GP and ALL other Practice Staff courteously –without violence, abuse or harassment.

GP’s and their staff have the right to care for others without fear of being attacked or abused.  Any behaviour verbal or physical which causes staff to feel uncomfortable, embarrassed or threatened is totally unacceptable.

The Zero Tolerance policy includes aggression or threats made In person, over the telephone or in a written communication.  The practice considers threatening behaviour to be:

  • Attempted or actual, aggressive threatening physical actions towards any member of staff
  • The use of aggressive, threatening or abusive language (including raising of the voice, swearing and cursing, shouting) which threatens or intimidates staff

This policy applies to both premises (Health Centre and Annexe building), including the carpark and grounds.  It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.

Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police.  The patient will be removed from the practice list and PCSS will be notified so they can inform the patient that they must register elsewhere.

Instances of abusive/threatening behaviour will be reported to the Practice Manager, recorded into an Incident Log Book and a warning letter sent to the patient.  When the Incident Log Book shows a second recorded offence, the patient will be sent a Final Warning Letter informing them of their breach of the Zero Tolerance Policy, and they may be removed from the Practice list.

13.12.21

Message to our patients – update on the COVID-19 booster programme.

The NHS and its partners are working extremely hard to roll out the COVID-19 booster vaccination programme to our communities.
All adults are eligible from Monday 13 December, and you will be able to book via the National Booking System from Wednesday 15 December.

Please do not contact the practice over any vaccination queries or try to book through the practice as this will stop patients with medical conditions being able to get through.

You can book your booster for 3 months from the date of second vaccine, and you can access the National Booking System to book the appointment from 2 months.

We are working at pace to increase the availability of appointments so that there are plenty of options for people on the National Booking System. Some local vaccination services will also contact patients directly.

New appointments are being added every day across our vaccination services. Further availability will come online from Wednesday 15 December.

We will be working with all our sites to take further steps to increase what they can offer again, including opening later and on more days.
All these appointments will be added to the National Booking System. We encourage everyone who is aged 18 and over, is yet to have their booster and who is approaching 3 months from your second vaccine to use the National Booking System to arrange your appointment when you are able to do so.

In terms of any planned appointments with The Castle Medical Group, there are no changes at the current time, and everyone should attend your planned appointments as normal. If we need to make any changes, we will contact you directly.

See more about the vaccination programme or to book:

Book or manage a coronavirus (COVID-19) vaccination – NHS

Or call 119.