We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.

Lucie Wedgwood Surgery’s Mission Statement:

“To provide high quality, safe and patient centred primary care. To improve our medical practice, share our expertise and to refer on to the appropriate service where necessary.

As a training practice our Doctors and nurses’ objective is to deliver knowledgeable and informed patient care, in line with the current guidelines. This ethos we pass on to the GP registrars and Keele University medical students.”

Zero Tolerance on Aggressive and Threatening Behaviour

The Practice considers aggressive and threatening behaviour to be:

• Attempted or actual, aggressive threatening physical actions made towards any member of staff.
• The use of aggressive, threatening or abusive language, (including raising of the voice, swearing and cursing, shouting) which threatens or intimidates staff.
• Any behaviour verbal or physical which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable.

This policy applies throughout the premises.

Procedure

All instances of abusive/threatening behaviour will be reported to the Practice Manager and recorded into an incident log. Any instance of physical abuse will be reported to the police

The offender will be removed from the premises by the police. The patient will then be removed from the practice list and the PCSE will be notified so they can then inform the Patient that they must register elsewhere.

Any instance of verbal abuse whether in person or on the telephone will be reported to the Practice Manager and recorded in the incident log.

A copy of this Zero Tolerance agreement will be filed in the patient’s medical records.