Castle PartnershipWhist we make every effort to try and ensure that you are seen as quickly and efficiently as possible the sad fact is we have seen an increase in abusive behaviour towards our staff. This is primarily directed to the reception team when some patients are not able to get what they would like.
Whilst we recognise that this is a minority and not the majority of patients, the abuse staff have to face is not acceptable. This ranges from swearing, threats and in a recent incident physical violence and damage to surgery property.
Abuse can take many forms including saying to staff that “if I die, it will be your fault.” This is often levelled at reception staff by patients unhappy if they are unable to get an appointment on the day. This places an unacceptable amount of stress and worry on our staff who try to help as much as possible.
All calls are recorded not only for us to learn from any mistakes we make but to also ensure that where a complaint or abuse needs to be investigated, it can be backed up with evidence. Likewise all surgeries have CCTV in their common areas for the benefit of patients and staff alike.
Any breaches of the partnership zero tolerance policy will be dealt with swiftly and robustly. This may mean removal from the partnership and having to register elsewhere.
Where appropriate we will always involve the Police and seek action through the courts, if required, to protect our staff.
We will make sure that you are treated compassionately and respectfully and our staff deserve the same.