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Zero Tolerance Policy

All the staff at Colwall Surgery aim to treat patients with courtesy and respect at all times. In return, the Surgery expects our patients to treat staff in the same way, which is with courtesy and respect.

The Surgery takes very seriously any threatening, abusive (verbally or physically), or violent behaviour against any member of our staff, patients or property. If a patient is violent, or abusive (verbally or physically), the Practice may exercise its right to take action by removing patients from the Practice List. In some cases, if the police have been involved, patients can be removed from the list with immediate effect. For some instances of violent behaviour, patients will be referred to the Herefordshire's CCG Zero Tolerance Scheme, which, as a consequence, may compromise a patient’s access to healthcare services.

If, as a patient, you are not happy with the service we provide, there are three things that you can do: firstly, write a letter to the Practice Manager outlining the reason for your complaint with the surgery; secondly, raise it as an issue with the Patient Liaison Group; and finally re-register at an alternative Practice if this is what you want to do. However, the Practice is open to suggestions, complaints and commendations and will endeavour to resolve any issues as swiftly as possible.

We are constantly looking for ways to ensure we maintain a high standard of service to our patients and would hope that we could do this in partnership with our Patients.’

 
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