Moorside Surgery defines aggressive behaviour as personal, abusive or aggressive comments, bad language, physical contact or aggressive gestures. No abuse of staff is acceptable whether verbal or physical, and will be reported to the business manager.
In the case of verbal abuse, the business manager may issue an informal warning, and this may be-followed up by a formal warning and a final written warning. If a patient's conduct does not improve following these warnings, she will advise the patient that they are to be removed from the list.
If there is physical abuse of any of our staff, this will be reported to the police, and the patient will be removed immediately from the list. If the practice has to remove a patient, he or she will be offered registration at a nominated practice within North Bradford by the Health Authority.