The Parish Fields Practice (PFP) is committed to providing a first class primary care environment. PFP has responsibility to all of its patients to provide high professional standards and a safe clinical environment.

Patients also have to accept and undertake various responsibilities.

These responsibilities form the basis of a Code that every patient must observe. The Patient Code is important as it aims to ensure that everyone at Parish Fields works within an environment that is safe, secure and conducive to providing primary care services.

Unacceptable behaviour is defined as “any behaviour which impacts negatively any member of staff or other user of the Health Centre”. Whilst staff are urged to be sensitive to patients’ individual circumstances, it must be emphasised that there are no exceptions in the application of the responsibilities outlined in this Code of Conduct.

Examples of Unacceptable Behaviour/Misconduct

• abusive language or intimidating verbal or physical behaviour towards doctors, nurses, members of staff or other patients
• deliberate misuse of, damage to, misappropriation or theft of any equipment, furniture, fittings or other property belonging to PFP or its staff
• anti social or disruptive behaviour e.g. any behaviour that infringes upon patients

Patient Disciplinary Procedure

Stage 1 – Pre-disciplinary procedure

The Practice Manager or GP Partner issues a verbal warning informing the patient that his/her behaviour is unacceptable and infringes the practice Code of Conduct.

Stage 2 – Start of disciplinary procedure

The Practice Manager writes to the patient advising them of the issues.

Stage 3

The Practice Manager issues a final warning to the patient, explaining how they must change their behaviour.

Stage 4

The Practice Manager writes to the patient advising them that they need to find an alternative practice with which to register.

Serious Incident

Examples might include wilful damage to property, physical violence, serious breach of health and safety, verbal or physically abusive behaviour.

A serious incident could lead to immediate dismissal from the premises and will be dealt with by the most senior person on site. The police will be called (if appropriate) and a letter from the Practice Manager will be sent.

Appeals Procedure

The patient will be informed about his/her right of appeal to the Senior Partner and about his/her right to be accompanied by an agreed advocate.

This process works in parallel with the NHS process for the removal of patients from the practice register following the breakdown of the Doctor Patient Relationship and the practice and the NHS Zero Tolerance Policy.

Updated January 2019
Review date January 2020