Falkland Surgery

Behaviour Policy

We believe that patients have a right to be heard, understood, and respected. We strive to be open and accessible to everyone. However, sometimes individuals' behaviour or actions become unacceptable, involving abuse of our staff or processes. This policy outlines how we handle such situations.

Unacceptable Actions and Aggressive or Abusive Behaviour

We understand distress may cause uncharacteristic behaviour. We do not consider determined behaviour unacceptable unless it results in unreasonable demands or treatment of our staff. This policy aims to manage these situations.

Anger escalating into aggression is unacceptable. Violence or abusive language including derogatory, racist, sexist, transphobic or homophobic remarks, is not tolerated. Each situation is judged individually, and we act to protect our staff from such behaviour. 

Unreasonable Behaviour

Demands become unacceptable when they excessively impact our practice. Examples include unreasonable response times, and insisting on seeing unavailable staff members.

Excessive contact, such as multiple calls in a short periodc or repetitive communications, cecomes unacceptable when it hampers our ability to deal with other patients' requests.

Refusal to cooperate with reasonable requests, such as providing necessary information or summarising concerns, hinders our ability to address issues effectively. 

Repeated complaints that harass or prevent us from pursing legitimate aims are considered unreasonable. We reserve the right to limit such complaints in exceptional circumstances. 

Managing Aggressive and Abusive Behaviour

Treats or acts of violence or abuse will result in warnings and/or reporting to the police. Staff may end calls if they consider the caller aggressive or abusive. All of our calls are recorded for both training and monitoring purposes. 

We take action to manage behaviour that impairs our practice's functioning whilst aiming to address the patient's concerns. Actions are tailored to the seriousness of the issue and individual needs. 

Additional Actions 

For persistent unreasonable behaviour we may:

• Limit contact to set staff members
• Require written communication 
• Return irrelevent documents

Decision-Making Process

Immediate decisions on aggressive behaviuour are made by staff, whilst warnings or patient removals are considered by senior management. In most situations, patients are given the opportunity to change their behaviour before actions are taken.

Patients are informed in writing about warnings or removals, including reasons and terms. 

Incidents and warnings are recorded and reviewed quarterly by senior management to ensure appropriate application of the policy. 

Appeals Process

Patients can appeal decisions regarding warnings or removals. Appeals are reviewed by uninvolved senior staff who may uphold, vary or quash the warning based on available evidence. Written notification of the appeal outcome is provided. 

Contacts:

Practice Manager: Mark Betkowski 

Contact.Falkland@NHS.Net

Complaints Lead GP: Dr Alice Devall