Zero Tolerance to Violence Policy
A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service.
This practice takes a “zero tolerance” approach to violence and aggression, and this is strictly observed by all personnel. The aim of this policy is to protect everyone who works at the practice from possible harm or aggressive behaviour. The policy also helps to fulfil the practice’s obligations to provide a safe place to work; practice philosophy is that violence is unacceptable in whatever form it takes, for whatever reason.
The staff in this practice have the right to work in an environment free from violent, threatening, aggressive or abusive behaviour and everything will be done to protect that right. At no time will any violent, threatening, aggressive or abusive behaviour be tolerated in this practice, either in person or over the telephone.
Physical and verbal abuse includes:
- Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes
- Sexual and racial harassment
- Threatening behaviour (with or without a weapon)
- Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or waste products
- Attacks on clinicians, members of staff or the public
- Discrimination of any kind
- Damage to staff property or practice property
- If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our practice list.
- Our Practice staff are here to help you
- Our aim is to be as polite and helpful as possible to all patients
- If you consider that you have been treated unfairly or inappropriately, please ask the reception staff to
- contact the Practice Manager or supervisor, who will be happy to address your concerns
- Please help us to help you
YORK HOUSE SURGERY is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.
This Chaperone Policy adheres to local and national guidance and policy –i.e.:- NHS National Clinical Governance Support Team (NCGST) Guidance on the role and effective use of chaperones in Primary and Community Care settings’ (which runs to 18 pages eek!).
The Chaperone Policy is clearly advertised through patient information leaflets, website (when available) and can be read at the Practice upon request. A Poster is also displayed in the Practice Waiting Area
All patients are entitled to have a chaperone present for any consultation, examination or procedure when they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred. The Healthcare Professional may also require a chaperone to be present for certain consultations.
All staff are aware of and have received appropriate information in relation to this Chaperone Policy.
All trained chaperones understand their role and responsibilities and are competent to perform that role.
There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.
Their role can be considered in any of the following areas:
• Emotional comfort and reassurance to patients
• Assist in examination (e.g. during IUCD insertion)
• Assist in undressing
• Act as interpreter
• Protection to the healthcare professional against allegations / attack
Checklist for consultations involving intimate examinations
• Chaperones are most often required or requested where a male examiner is carrying out an intimate examination or procedure on a female patient, but the designation of the chaperone will depend on the role expected of them, whether participating in the procedure or providing a supportive role.
• Establish there is a genuine need for an intimate examination and discuss this with the patient and whether a formal chaperone (such as a nurse) is needed.
• Explain to the patient why an examination is necessary and give the patient an opportunity to ask questions. The chaperone would normally be the same sex as the patient and the patient will have the opportunity to decline a particular person as a chaperone, if that person is considered not acceptable for any reason.
• Offer a chaperone or invite the patient to have a family member / friend present.
• If the patient does not want a chaperone, record that the offer was made and declined in the patient’s notes.
• Obtain the patient’s consent before the examination and be prepared to discontinue the examination at any stage at the patient’s request.
• Record that permission has been obtained in the patient’s notes.
• Once the chaperone has entered the room, they should be introduced by name and the patient allowed privacy to undress / dress. Use curtains where possible to maintain dignity. There should be no undue delay prior to examination once the patient has removed any clothing.
• Explain what is being done at each stage of the examination, the outcome when it is complete and what is proposed to be done next. Keep discussion relevant and avoid personal comment.
• If a chaperone has been present, record that fact and the identity of the chaperone in the patient’s notes.
• During the examination, the chaperone may be needed to offer reassurance, remain alert to any indication of distress and should be courteous at all times.
• Record any other relevant issues or concerns in the patient’s notes, immediately following the consultation.
• Chaperones should only attend the part of the consultation that is necessary – other verbal communication should be carried out when the chaperone has left.
• Any request that the examination be discontinued should be respected.
• Healthcare professionals should note that they are at an increased risk of their actions being misconstrued or misrepresented, if they conduct intimate examinations where no other person is present.
What this is about
York House welcomes nursing mothers to breastfeed while at the surgery.
The purpose of this policy is to ensure that all staff at York House Surgery understand their role and responsibilities in supporting visiting nursing mothers and their partners to feed and care for the baby within the York House Surgery building.
What we do / our activity / our practice
All of our staff will support the needs and rights of breastfeeding mothers. Parents will be treated with respect in accordance with York House Surgery values, be listened to and acknowledged. All staff will ensure that they create an environment which is supportive of parents and nursing mothers.
If a visitor to the premises objects to discreet breastfeeding, they should be informed that management supports breastfeeding. If the situation cannot be resolved readily, junior staff should refer patients/visitors to senior management.
A copy of this policy will be displayed on the practice website. There will be a copy of the Breast Feeding Welcome Charter displayed permanently in each patient waiting area.
All relevant staff will
• Ensure that they are familiar with the contents of this document;
• Make mothers and babies welcome;
• Know how to view, read and print off the policy.
How this fits
This procedure is in line with NHS Policy to encourage the breast feeding of infants
How we audit this
Progress with this policy will be discussed once a year at the September Practice Meeting. York House Surgery who will be glad to hear comments and reports of any incidents
The definitions of terms used
The Breastfeeding Welcome Charter is as follows.
We are breastfeeding welcome:
Our aim is to support the needs of our patients and be more family friendly.
Babies need feeding when they ask for it. Their stomachs are very small and breast milk is digested very quickly.
Breastfeeding works best when mother and baby are both relaxed. Hungry, upset babies will generally be helped to calm down and become quiet when breastfeeding. This is good for all.
Links & references
With Reference to the NCT Breast Feeding Welcome Scheme
Related & support documents
Further guidance on Breast Feeding information can be gained from:
a) Val Rimmer Infant Feeding Coordinator for Heywood, Middleton and Rochdale.
Pennine Care Community Foundation Trust
01706 764 734