Sheffield GP practice makes major policy change after ‘shocking’ behaviour from patients

Chapelgreen Practice, which operates out of Burncross Surgery and High Green Health Centre, said such behaviour had increased in recent months despite employees doing their best in ‘very difficult circumstances’ during the coronavirus pandemic.

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It said such abuse would not be tolerated and police would now be called if anyone became verbally or physically aggressive at the doors, while any patients acting abusively over the phone would be cut off.

"Unfortunately, in recent months we have noticed increasing incidences of verbal aggression and disrespect towards staff, both on the phone and at the front doors,” said the practice.

“We appreciate how difficult things are at the moment and understand the frustration when the phone lines are so busy. We share and understand this frustration and assure you our staff are working exceptionally hard to provide the best service possible in very difficult circumstances. These circumstances are only set to worsen during the winter months.

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“Therefore we are now enforcing a zero tolerance policy. We will end phone calls for verbal aggression and abuse and will call the police for verbal and physical aggression at the front doors. This behaviour will not be tolerated.

“We endeavour to be kind, courteous and respectful of all our patients, and we expect the same treatment in return.

“We do hope you understand that we need to protect our staff through these unprecedented times and that by working together we can push through this difficult time.”

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