At Newquay Health Centre, we are committed to providing a safe, welcoming and respectful environment for everyone.

We understand that patients may sometimes feel worried, frustrated or upset. However, we expect all patients, relatives and visitors to treat our staff and others with courtesy and respect.

We will not tolerate:

• Verbal abuse, including shouting, swearing or offensive language.

• Threatening, aggressive or intimidating behaviour.

• Physical violence or threats of violence.

• Racist, sexist, discriminatory or derogatory remarks.

• Behaviour that causes staff or other patients distress or fear.

• Damage to practice property, theft or illegal activity.

Any physical assault, threat of violence or serious intimidation may result in police involvement and removal from the practice list.

Our staff are here to help you and deserve to feel safe and respected while doing their jobs.

We aim to provide fair and timely access to healthcare for all our patients. However, as a busy GP practice, we must manage appointments and resources carefully to ensure that everyone receives appropriate care.

We recognise that patients may have preferences or concerns about the services offered. However, repeated unreasonable demands that disrupt services for others may result in further action.

Examples include:

• Repeatedly demanding same-day appointments for non-urgent or routine concerns.

• Insisting on seeing or speaking to a particular GP or staff member when another appropriately qualified clinician is available.

• Refusing suitable appointments without reasonable grounds.

• Repeatedly refusing to use the practice's approved contact methods.

• Contacting staff through personal email accounts or social media.

• Entering staff-only or restricted areas without permission.

• Making persistent or disproportionate demands on practice time and resources.

Where clinically appropriate, patients may be offered an appointment with a different member of our healthcare team rather than their preferred GP.

We ask patients to work with us so that we can provide safe, effective and fair healthcare for everyone.

We take incidents of unacceptable behaviour seriously and will respond according to the nature and severity of the incident.

Where behaviour is inappropriate but does not warrant immediate removal, the practice may issue a formal first and final warning. This gives the patient an opportunity to improve their behaviour and maintain a respectful relationship with the practice.

Further action may be taken where behaviour includes:

• Violence, threats or intimidation.

• Persistent verbal abuse or discriminatory language.

• Repeated aggressive or offensive conduct.

• Malicious allegations against staff or patients.

• Damage to property, theft or other illegal activity.

• Persistent unreasonable demands that affect the delivery of healthcare.

• Repeated derogatory comments about staff or the practice, including online or on social media.

In serious circumstances, particularly where violence or threats are involved, the practice may contact the police and consider immediate removal from the practice list.

In other circumstances, removal may be considered where the doctor-patient relationship has broken down to the extent that safe and effective care can no longer be provided.

Our priority is to protect the safety and wellbeing of patients, visitors and staff while maintaining a respectful healthcare environment.

We understand that there may be occasions when patients are unhappy with the care or service they have received.

We welcome constructive feedback and encourage patients to raise concerns so that we can investigate issues, resolve problems and continue improving our services.

If you have a concern or complaint:

• Please raise it calmly and respectfully with a member of our team.

• Explain what has happened and how you feel the matter could be resolved.

• If your concern cannot be resolved informally, you can follow our formal complaints procedure.

• We will aim to address your concerns fairly and appropriately.

Making a genuine complaint or expressing dissatisfaction will not, in itself, be considered unacceptable behaviour. However, we ask that all communication remains respectful and does not involve abuse, threats or intimidation.

We value patient feedback and believe that respectful communication helps us work together to resolve concerns effectively.

For more information, please visit our Complaints Procedure page.