The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to anyone fearing for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it. Our practice staff are here to help you and to be as polite as possible. Shouting or swearing at practice staff either in person or on the phone will not be tolerated under any circumstances and patients who are abusive may be removed from the patient list.