The surgery operates on a policy of mutual respect between patients and staff. We aim to build long term relationships with our patients. However, there may be circumstances when it would be considered reasonable, or in the best interests of the Practice or the patient, to remove patients from our list. The purpose of this policy is therefore to define the practice guidelines for patient removal ensuring that all cases are dealt with fairly.
Below are examples that will trigger the removal process and the resulting action by the practice.
Physical abuse, violence, or threats of the same, including any damage to practice premises
Will be immediately reported to the Police and the person will be immediately removed from the list and referred to the scheme for violent patients.
Crime and deception
Where a patient fraudulently obtains drugs for non-medical reasons, deliberately lies in order to obtain a service or benefit by deception, steals from the practice or attempts to use the doctor to conceal or aid any criminal activity, they will be immediately removed from the list
Verbal abuse of a member of staff
Normally one written warning will be issued with any further incident resulting in removal from the list, but the practice reserves the right to remove someone instantly depending on the severity and nature of the incident.
Persistent failure to attend appointments
Once an appointment is made, patients are expected to keep it, or inform us in good time that they need to cancel or change it. Failure to do so for three appointments within one year at the surgery will trigger a warning letter. Further failure to attend will result in removal from the list.
Persistent, unreasonable demands
Examples might include pressurising clinicians to prescribe a certain medication that they deem inappropriate or demanding urgent appointments for minor problems. Persistent instances will result in the patient being issued with a warning. A further incident will result in removal.
Persistent abuse of services
If the practice is aware that a patient, or relative, persistently ignores requests to follow procedures set down to ensure safe clinical care for them and other patients, two warnings in writing will be given. On a third occasion, the removal of that patient will be made.
Irretrievable breakdown of the doctor-patient relationship
Occasionally a patient’s behaviour falls outside that which is normally considered reasonable and leads to an irretrievable breakdown of the essential doctor-patient relationship. In some cases, this can be overcome by changing GPs within the practice but in others this will not be appropriate and following written explanation the patient will be removed from the practice list. Examples include sexual advances towards a clinician, making an unfounded allegation against a GP or the practice, or falling out with several clinicians within the practice and insisting on seeing only one.
Distance
If a patient moves outside of the practice boundary, they are automatically deemed to have left the practice and will be removed from the list by the Health Authority.
