In accordance with NHS guidance - Whitehouse Medical Group Practice operates a Zero Tolerance Policy. As an employer, it has a duty of care for the health and safety of its staff and patients. It also has a responsibility to provide a safe and secure working environment for staff. In this respect ALL patients are expected to behave in an appropriate and acceptable manner. 


The Practice will remove any patient from its list who is aggressive or abusive (verbally or physically) towards any doctor, member of staff, other patient, or who damages property. The Police may be contacted if an incident is taking place or if the patient is posing a threat to staff or other patients.


We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs.


If you are unhappy with the quality of service you receive from the Practice, you have the right to register with another GP surgery without notifying us. Similarly, on the very rare occasions when a patient repeatedly ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list.

Examples of Unacceptable Standards of Behaviour


  • Low level abuse eg manipulation, aggression, raised voices
  • Violence
  • Threatening, intimidating or abusive language or behaviour
  • Malicious allegations relating to members of staff, other patients or visitors.
  • Offensive sexual remarks, gestures or behaviours
  • Abusing alcohol or drugs on Practice premises
  • Wilful damage to Practice property
  • Theft


This list is not exhaustive



Our Staff have the right to be treated with dignity and respect at all times.

Staff should be able to come to work without fear of violence or abuse.


Most people respect this.


Anyone found abusing doctors and staff in person, on social media or on the telephone will be asked

to leave the Practice.





Removal from the List

A good patient-doctor relationship is based on mutual respect and trust. In exceptional circumstances, a breakdown between doctor and patient may result whereby the doctors may feel the relationship has been compromised. In this instance steps may be taken to remove the patient from the Practice list.  The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship – where possible, conciliation would always be the preferred option.


Reasons for removal will be given in writing.