Good relationships and mutual respect
Positive relationships between patients and staff are fundamental to quality care. Staff will communicate when service standards slip, maintaining respect regardless of patient background, culture, or age.
The practice acknowledges NHS demand pressures and encourages understanding that staff work diligently within current constraints. Receptionists often navigate between patient needs and capacity limitations and deserve to be treated with respect.
Respecting other patients
The NHS provides free, equitable care. Inappropriate service use creates real costs that affect other patients — including those with serious illnesses or mental health challenges. Please see our Appointments section for guidance on using services appropriately.
Poor relationships
Dysfunctional relationships obstruct quality care and consume resources. While the practice attempts to repair these, irreparably broken trust may mean a patient is transferred to another provider.
Zero tolerance policy
The practice will remove patients from the list for violent or abusive behaviour. The Health and Safety Executive defines work-related violence as “any incident in which a person is abused, threatened or assaulted in circumstances relating to their work.”
Examples include offensive language, racist remarks, threats, intimidation, stalking, and unreasonable behaviour. Family members of removed patients may also be affected if home visits present safety concerns. Patient care continues post-removal but through different arrangements.