Everyone who works at Premier Medical Centre has the right to do their job without fear of violence, abuse, or harassment. We operate a zero tolerance policy, and this page explains what that means for you.
1. What We Expect
We treat every patient with dignity, respect and compassion — and we ask for the same in return for our staff. We understand that being unwell, in pain, or worried can be stressful, and we always take that into account. But distress is never an excuse for abuse, threats, or violence.
2. What We Don't Accept
We will not tolerate, from anyone, at any time — in person, on the phone, or online:
- ›Violence, or threats of violence, towards staff, patients or visitors
- ›Shouting, swearing, or aggressive and threatening language
- ›Racist, sexist, homophobic or other discriminatory language or behaviour
- ›Threats, intimidation, or pressuring staff to get medication, referrals or appointments
- ›Damage to practice property
- ›Abusive or threatening calls, emails, messages, or online reviews
3. What Happens If This Happens
If someone behaves this way, here's what we'll do:
- ›We'll calmly ask the behaviour to stop
- ›If it continues, we may ask the person to leave
- ›For violence or serious threats, we'll call the police straight away
- ›We'll keep a record of what happened
For a first, less serious incident, we'll usually give a written warning before considering anything further.
4. Removal from Our Patient List
Removing a patient from our list is something we only do as a last resort, not a first response. We'll always think carefully about what happened, how serious it was, and your own circumstances before making this decision.
We may remove a patient where behaviour has continued after a warning, or where it's serious enough on its own — for example, violence or a serious threat. If this happens, we'll tell you in writing and explain why, except where this isn't possible or could cause harm.
If one person in a household behaves this way, this doesn't automatically mean other family members will be removed too — we look at each person separately.
We will never remove you from our list for making a complaint. We will never remove you because of your race, gender, age, religion, sexual orientation, disability, or any other protected characteristic.
If you're removed, you'll still be able to register with another GP practice, and you can access urgent or emergency care at any time, whatever your registration status.
5. Your Right to Appeal
If you've been removed from our list and you don't agree with the decision, you can appeal through NHS England or our Integrated Care Board (ICB).
If you feel you've been treated unfairly at any point, you can also raise a formal complaint with us, or contact the Parliamentary and Health Service Ombudsman (PHSO).
6. Want to Read Our Full Policy?
This page is a summary. Our full Zero Tolerance Policy — including the detailed procedures we follow — is available at reception, or you can request a copy by contacting us at nhsnwl.premiermedicalcentre@nhs.net.