Important Information - Detailed Medical Record Viewer Patient Information

Download the NHS App, or open the NHS website in a web browser, to set up and log in to your NHS account. Owned and run by the NHS, your NHS account is a simple and secure way to access a range of NHS services online.

NHS App and your NHS account - NHS (

Zero Tolerance Policy




The Practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and all other staff have a right to care for others without fear of being attacked or abused.

We understand that patients who are ill do not always act in a reasonable manner and we take this into consideration when trying to deal with a misunderstanding or complaint. We ask that you treat our staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning letter. A further incident of abusive or unreasonable behaviour will result in you being removed from the Practice List immediately.

Aggressive behaviour, be it violent or verbal abuse, will not be tolerated and will result in you being removed from the Practice List. In extreme cases, the Police will be contacted (if an incident is taking place and you are posing a threat to staff or other patients.


A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our Practice List is an exceptional and rare event and a last resort (in an impaired patient-practice relationship). When trust has irretrievably broken down, it is in the patient’s interest just as much as that of The Practice, that they should find a new Practice. An exception to this is on immediate removal on the grounds of violence (e.g. when the police are involved).


In rare cases, because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative (who is no longer a patient of the Practice, by virtue of their unacceptable behaviour)resides OR being regularly confronted by the removed patient, may make it too difficult for the Practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or staff at risk.




Anyone employed by Ilex View Medical Practice including our doctors will treat patients with respect and courtesy. These two qualities are threaded into the fabric of our Mission Statement. Patients have the right to complain to the management if anyone working at the Practice does not greet or treat them with courtesy or respect. Incidents will be thoroughly investigated and appropriate action taken.



This Policy has been approved by:



Dr Zeenat Sykes                                                     Date:                           01/08/19

( Senior Partner)                                                     Review Date:            01/08/20

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website