At Cricklade Surgery, we are committed to providing a safe, respectful and welcoming environment for our patients and staff.

Our staff work hard to provide the best possible service and care to all patients. We understand that patients may sometimes feel frustrated, worried or upset, particularly when trying to access healthcare. However, aggressive, abusive, threatening or intimidating behaviour towards our staff is not acceptable under any circumstances.

We operate a zero-tolerance approach to:

• Verbal abuse, shouting, swearing or offensive language
• Threatening or intimidating behaviour
• Aggressive or confrontational behaviour
• Personal insults, harassment or discriminatory comments
• Threats of violence or physical violence
• Any behaviour that causes staff to feel threatened, unsafe or intimidated

We ask that patients treat all members of our team with the same courtesy and respect that they would expect to receive themselves.

If a patient behaves aggressively or abusively, staff may end the conversation or telephone call and, where appropriate, ask the patient to leave the premises. Serious incidents may be reported to the police or other relevant authorities.

Repeated or serious incidents of unacceptable behaviour may result in further action in accordance with NHS guidance and the practice's policies and procedures, which may include reviewing the patient's continued registration with the practice where appropriate.

Please remember that our staff are here to help you. If you are unhappy with any aspect of the service you have received, we encourage you to raise your concerns appropriately through our complaints process. We will listen to your concerns and investigate them fairly and professionally.

We appreciate your understanding and cooperation in helping us maintain a safe and respectful environment for everyone.