Verbal and Physical Aggression Policy
Our Staff are bound by the same rules of confidentiality as the doctors.
The Practice has a Zero Tolerance Policy with regard to verbal or physical abuse of staff and this will not be tolerated under any circumstances. Any such abuse will be reported to the police and the offender will be removed from the practice list.
The conduct of the vast majority of our patients has been empathic and exemplary with a lot of kindness and support offered.
Unfortunately the behaviour of a small minority of our patients, at this difficult time for everyone – has been extremely unhelpful.
The severity of the Coronavirus epidemic has been very traumatic for the clinicians and staff at Crookston Medical Centre – many of whom have been off with symptoms of the virus or having tested positive for coronavirus exposure. We have also had to witness many deaths at our local Nursing Homes and deal with bereaved relatives in as sympathetic a manner as possible considering the distancing and exposure requirements.
In addition, we have had to adapt to changing circumstances and a plethora of bureaucratic edicts to try and contain the spread of the virus and minimise its impact on the most vulnerable.
We DO understand that people who are worried about their health or the health of a member of their family may be extremely stressed and that tempers can be frayed in such circumstances. Thus, while acknowledging the stress on many individuals it is nevertheless very disappointing to report the verbal abuse of our staff and the gross abuse of our repeat prescribing system (which was altered to assist with social distancing) by many individuals who should know better!
It is additionally the case that certain individuals have been plaguing the practice with daily demands and nuisance calls. With many examples of rude, aggressive and inconsiderate behaviour!
WE ARE A CARING SERVICE DOING OUR UTMOST TO HELP OUR PATIENTS (WHICH MAY INCLUDE SAYING “NO” TO UNREASONABLE OR HARMFUL DEMANDS). WE EXPECT A SIMILAR LEVEL OF CARE IN RETURN!
While we have been obliged to put up with this “bad behaviour” due to the requirements of maintaining a medical service for everyone during the lockdown – this will not continue!
We will be asking several individuals to leave the practice and find another medical service. In some more extreme cases the people involved will receive an explanatory letter and simply be removed from our Practice List!
However we are a stoical community that has lived through this crisis together and we sincerely hope that the individual characteristics of our country will pull us together and provide mutual support at this challenging time.
We therefore appeal for politeness, care and compassion for our staff and promise that these sentiments will be reciprocated from our clinical team in return!