AGGRESSION AND ABUSE
We recognise that it can be very frustrating getting through to us at the moment.
Sadly, there is a small but significant minority of our patients who are being aggressive and abusive to our staff.
There seems to be a belief that shouting the loudest and refusing to take no for an answer will produce their desired
results. Our staff work hard and do their best. They do not deserve abuse or aggression from any of our patients and
we have a zero-tolerance policy against this. We will continue to act against patients who continue to behave in this
way. Again, time spent comforting tearful staff, listening to phone calls and composing letters to abusive patients is
time that could be better spent looking after you.
Urgency must always be determined on a clinical (medical) basis, and not determined based on convenience, prior
engagements, eagerness or any other reason.
If you push in, it means you have pushed someone else out, someone who could be quite vulnerable and in need,
and the next time this happens, that person might be you. This is a safety issue that has an impact upon anybody
who truly needs to be assessed quickly by a GP.