Zero Tolerance Policy

Every team member of Streatham Park Surgery has the right to carry out their duties without fear of violent or aggressive behaviour by patients, their family or visitors to the practice.

Violence is the use of force against a person, and has the same definition as “assault” in law i.e. an attempt, offer or application of force against the person. This would cover:

  • Any person unlawfully touching any other person forcefully
  • Spitting at another person
  • Raising fists or feet
  • Verbally threatening to strike or otherwise apply force to any person


Aggression is regarded as:

  • Threatening or abusive language, or gestures
  • Sexual gestures or behaviour
  • Derogatory sexual or racial remarks
  • Shouting loudly at any person in an intimidating manner
  • Applying force to practice property or the personal property of any person on the practice
  • This would also cover people banging on desks or counters


Streatham Park Surgery is committed to taking all reasonable precautions necessary to protect staff, patients and visitors from unacceptable behaviour. In line with other NHS agencies, we have Zero Tolerance Policy of any incident that causes hurt, alarm damage or distress to any team member, patient or visitor.

Definition of Physical and Verbal Abuse


Shouting and swearing at practice staff will not be tolerated under any circumstances. Patients who are abusive may be removed from the patient list.

Our practice staff are here to help you. Our aim is to be as polite and helpful as possible to all patients.

If you feel that you have been treated unfairly or inappropriately, please ask the reception staff to contact the Practice Manager, who will be happy to address your concerns.

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