Lucie Wedgwood Surgery

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.


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.

  • I fully understand and agree that on registering with Lucie Wedgwood Surgery I will not use any form of violent, threatening or abusive behaviour towards any member of staff at any time.
  • This field is for validation purposes and should be left unchanged.

Date published: 4th June, 2020
Date last updated: 3rd October, 2023