Zero Tolerance Policy at your Village Surgeries Group

It is with regret that we wish to report that members of your Village Surgeries Group (VSG), which has surgeries in both Tattenhall and in Farndon, have been verbally abused and intimidated.

During the pandemic and to create a Covid-secure environment for staff and patients alike, your VSG has undertaken a system of 'telephone triaging', full details of which can be found on the VSG Website.

This has proved to be highly successful.

However, VSG receptionists have most recently been the recipients of foul language and verbal abuse. Some patients have even taken to appearing at a surgery door, intimidating staff members.

This is completely unacceptable and has left some of the VSG team extremely shaken and upset.

Your VSG prides itself on the excellent relationship that it has with the community. However, we must remind everyone (and we know this relates to a small minority) that the NHS has a 'zero tolerance' policy of all violence and aggression. This policy is for the protection of all NHS staff, but also for the protection of all patients, their families, visitors, etc.

Anyone giving verbal abuse to members of staff, either in person or over the telephone, will be sent a letter from the Practice advising that such behaviour will not be tolerated. Any future violation of this policy will result in the removal of that patient from the Practice Patient List. There will be no appeal process.

We feel sure that you will understand that proper behaviour is absolutely necessary for staff and patients and that non-observance will not be accepted.