School Lane SurgeryAt School Lane Surgery, we have a duty to ensure the health and safety of our staff and a safe working environment. We understand accessing healthcare can be frustrating, especially with limited appointments. We appreciate the vast majority of our patients who treat our staff with respect and understanding.
However, there has been a recent increase in abusive behaviour towards staff. Like all NHS organisations we have a zero-tolerance policy for any behaviour that is abusive, threatening, or disrespectful towards them. This includes swearing, threats, or aggressive behaviour toward staff members
We will also not accept phases used to distress our staff such as “If I die, it will be your fault”. This is because:
- It is threating as it places blame for an outcome on the staff member is a veiled threat and it is intimidation.
- It is manipulative as it is attempts to guilt the staff member into fulfilling a patients demand.
- It is undermining the staff member as they are following agreed protocol and policy set by the Partners, Managers, and others such as NHS England.
- It is creating a hostile work environment that increases stress and lowers morale leading to high staff turnover.
- It is unacceptable.
We understand healthcare can be stressful. If you’re facing challenges, please know resources are available to help. Don’t hesitate to ask our staff for information or guidance.
All calls are recorded for training and investigating complaints. We also have CCTV for everyone’s safety. Inappropriate behaviour will be addressed through warnings or removal from the surgery, if necessary. In extreme cases, we involve the police.
We know these incidents involve a small minority, but the recent increase in incidents meant that we felt we needed to remind all patients of the Surgery policy.
We are committed to providing compassionate care to all patients. By working together, we can create a positive and supportive environment for everyone.