Safety and security

Our teammates deserve to be treated with respect and kindness. We do not tolerate racism, violence, or any other form of abuse.

We may report you to the police and refuse treatment if you behave unacceptably to our teammates, patients, or visitors.

If found guilty, you could face a fine of up to £10,000 or up to a year in prison.

Violent or abusive behaviours can include:

• verbal abuse, including racism, sexism, or homophobia
• threats of violence
• physical violence, including punching, kicking, or spitting
• sexual abuse or assault, or inappropriate sexual behaviour
• destruction of property.

If you are violent or abusive, we may:

• issue a verbal warning
• give you a written warning
• refuse to treat you.

We can report you to the police even if we decide to continue to treat you.

Verbal warnings

It’s important we can treat our patients in a safe environment. We understand that sometimes things don’t go as planned, and sometimes coming to hospital can be stressful.

Our teammates have training to help de-escalate tense or stressful situations. If that doesn’t work, we can give you a verbal warning.

A verbal warning will be given by a senior member of our care team. Your verbal warning will be noted in your medical record.

Formal written warning

If you continue to behave unacceptably, we will write to you with a warning.

In the letter, we will:

• explain why we have sent you a written warning
• outline any restrictions to your care or treatment.

We will ask you to send back a signed copy of the letter to show that you have:

• read and understood the information
• accepted any restrictions to your care or treatment.

The signed letter will be placed in your medical record.

Refusal to treat (exclusion)

While exclusion is our last resort, we may ban you from our sites without first giving you a verbal or written warning.

If we exclude you, we will:

• arrange for you to be seen elsewhere
• write to you and your GP to explain why you have been excluded.

Your exclusion could last up to a year, but in some cases it may last longer.

We do not have a duty of care to visitors. Visitors who are violent or abusive will be asked to leave and we may report you to the police.

You could face a fine of up to £10,000 or up to a year in prison.

If you refuse to leave:

• our security team will remove you
• we will report you to the police
• if necessary, you will be banned from our locations.

We will treat people who we find cannot take responsibility for their actions or if they lack capacity to make their own decisions.

This can include people who have:

• certain mental health conditions
• personality changes due to a brain injury
• neurological conditions such as dementia
• autism or learning disabilities
• children under 16.

You can appeal your exclusion at any time.

Information about the appeals process is included in your letter.

Your appeal will be reviewed by:

• our security team
• senior members of the care team
• and if necessary, an executive director.

After we’ve reviewed your appeal, we may:

• keep your exclusion in place
• lift your exclusion with conditions in place
• lift your exclusion with no conditions.

We want our hospitals and clinics to be safe for everyone, free of violence, aggression, and discrimination.

If you see anyone who is violent or aggressive to our teammates, patients, or visitors, please tell us if you feel safe. And if you're in immediate danger, always call 999.