Patient Conduct

Working Together

We are here to help you and aim to provide the best possible care. We ask for your cooperation in maintaining a safe and respectful environment so that everyone can benefit from the services we provide.

At Market Surgery, we are committed to providing safe, high-quality healthcare for all our patients. To do this, we must ensure a respectful and supportive environment for both patients and staff.

Respect and Consideration

We kindly ask all patients, relatives, and visitors to treat our staff, other patients, and our premises with courtesy and respect. Everyone has the right to:

• Be treated with dignity and compassion.

• Work or receive care in a safe, supportive environment.

Zero Tolerance Policy

The NHS operates a Zero Tolerance Policy towards abusive, aggressive, or violent behaviour. This includes (but is not limited to):

• Verbal abuse, shouting, swearing, or offensive language.

• Threatening behaviour or intimidation.

• Physical abuse or violence.

• Discrimination or harassment of any kind.

Consequences of Unacceptable Behaviour

Any behaviour that threatens the safety or wellbeing of staff, patients, or visitors will not be tolerated. Actions may include:

• Verbal or written warnings.

• Removal from the premises.

• Involvement of the police in cases of violence or threats.

• Possible removal from the practice list.

CCTV Monitoring

• Our premises are monitored by Closed Circuit Television (CCTV).

• CCTV is used to promote a safe environment, protect patients, visitors, and staff, and prevent and detect crime.

• Images are recorded and stored securely in line with data protection legislation (UK GDPR and the Data Protection Act 2018).

• Access to recordings is strictly controlled and only shared when legally required (e.g. with the police).

Telephone Call Recording

• All telephone calls to and from the Practice may be recorded.

• Recordings are made for training, monitoring, and quality assurance purposes, as well as to protect both patients and staff.

• Calls may also be used as evidence in the event of complaints, disputes, or investigations.

• Recordings are stored securely and kept only for as long as necessary in accordance with legal and NHS guidelines.

Your Rights

You have the right to access information held about you under data protection law. If you have any concerns about CCTV or call recordings, please contact the practice.