Unacceptable behaviour

Violence and Abuse 

West Green Surgery aims to provide the best possible health care for their patients. However, there may be circumstances when it would be considered reasonable, or in the best interests of the patient, to remove patients from the list. The purpose of this policy, therefore, is to define the practice guidelines for when it is reasonable to remove a patient from the practice list for unacceptable behaviour and to ensure that any concerns about removing patients from the list are dealt with fairly.


The practice supports the Government’s Zero Tolerance Campaign in relation to violence and abuse. The staff and GPs at the surgery have the right to care for others without the fear of being attacked or abused. Violent patients can be reported to the police and offending patients will be removed from the GPs list. We ask that you treat your GP and practice staff without any violence, intimidation or verbal abuse. Situations which justify removal:

Unacceptable behaviour policy

When a patient:- 

Other examples of unacceptable behaviour include

Irretrievable Breakdown of the Doctor-Patient Relationship

Where a patients behaviour falls outside of that which is normally considered reasonable and leads to an irretrievable breakdown of the doctor-patient relationship. This includes where a patient:-

Fraudulently obtains drugs for non-medical reasons. 

• States that does not trust the judgement of doctors at the practice 

• Deliberately lies to the doctor or other member of the primary/secondary health care team (e.g. by giving a false name or false medical history) in order to obtain a service or benefit by deception. 

• Attempts to use the doctor to conceal or aid any criminal activity

Steals from practice premises. 

Guidance on removing patients 

Occasionally patients persistently act inconsiderately and their behaviour falls outside that which is normally considered to be reasonable. In such circumstances there may be a complete breakdown in the doctor-patient relationship. 


The patient will be warned verbally or written that they are at risk of removal from the practice within 12 months before the date of the request to the Primary Care Organisation. Should the patient not heed the verbal or written warning then they may be removed from the practice list.

However no warning is required if:

Family Members

When a decision is made to remove a patient from the practice list, the removal may well be extended to other members of the family or household i.e. if the patient is deemed violent and we worry for the staff’s safety, or the named responsible person for children is deregistered. The practice manager may write to or inform verbally the family / household offering an explanation for the removal. They will be allowed 4 weeks to re-register rather than being removed from the practice list immediately.