We are committed to providing a safe, respectful and supportive environment for all our patients and staff. Our team is here to help you, and they have the right to be treated with dignity and respect at all times. We operate a zero tolerance policy on abusive, aggressive or violent behaviour.
Unacceptable Behaviour
Please treat our staff with kindness and respect. The following behaviours are considered unacceptable and will not be tolerated:
- Aggressive, abusive or threatening language – including yelling, insults, or threats.
- Discrimination or harassment – including racist, sexist, homophobic, transphobic, ageist or otherwise abusive remarks.
- Persistent and unreasonable criticism – such as excessive complaints about individual staff members or practices.
- Unreasonable demands and impossible requests – expecting immediate service for non‑urgent matters or demanding services that are not available.
- Entering staff‑only areas – or refusing to engage appropriately with services.
- Disruptive behaviour – such as excessive noise, offensive gestures or other conduct that disturbs staff and other patients.
- Microaggressions – subtle, often unintentional words or actions that can make others feel excluded or disrespected, especially when linked to identity or difference. Microaggressions have real impact and have no place in our practice.
- Passive aggressive behaviour – indirect or covert expressions of hostility, such as sarcasm, undermining or refusing to cooperate, backhanded compliments or ignoring requests.
Policy on Discrimination, Harassment and Victimisation
We do not tolerate discrimination on the basis of age, gender reassignment, marital status or civil partnership, pregnancy or maternity, disability, race (including nationality, ethnic or national origin), religion or belief, sex, or sexual orientation. Harassment and victimisation of any kind are also unacceptable. Everyone has the right to be treated fairly and equally, with dignity and respect.
Consequences of Breaching This Policy
Anyone found to be in breach of this policy will receive a formal warning. Persistent or serious breaches may lead to removal from the practice list. We will not hesitate to contact the authorities if your behaviour puts our staff or other patients at risk.
Feedback and Complaints
If you are unhappy with any aspect of our service, please let us know. We welcome constructive feedback and will do our best to resolve issues fairly. You can contact us at nhsnwl.patientexperience.cmp@nhs.net.
Patient Responsibilities
We ask all patients to:
- Use our services responsibly and only request urgent care when it is needed.
- Keep to appointments or cancel in good time so that we can offer the slot to another patient.
- Take personal responsibility for your own health and follow advice from our clinicians.
- Treat staff and other patients with respect and courtesy.
- Provide accurate information about your health and status.
- Participate in important public health programmes such as vaccinations.
Thank you for your cooperation and understanding. By working together, we can ensure a safe and welcoming environment for everyone at Chiswick Medical Practice.