We know that when you call or visit your practice that you may be worried about your health, or the health of someone you care for.

We know that can be stressful and concerning for patients, and our goal is to help you get the right care quickly and safely.

We always strive to meet patient expectation and deliver the highest standards of healthcare in Norfolk and Waveney. For the vast majority of our patients we achieve this, despite the increasing demand for services that exists today within the NHS.

Our staff come to work to care for others, and we kindly ask that patients and members of the public recognise this and treat our staff with respect.

Zero tolerance to abuse

In line with the rest of the NHS and to ensure this is fully observed, NHS Norfolk and Waveney has adopted A “Zero Tolerance to Abuse” position, which means that any aggressive or violent behaviour towards staff will not be tolerated under any circumstances.

Any patient who verbally abuses a member of practice staff will be sent a letter from the GP practice confirming that this behaviour will not be tolerated. In the event of physical abuse, the police will be called. Repeat instances of these types of behaviour could result in the patient being removed from the practice list.

Of course, we hope that such behaviour would never escalate to this level and that these extreme actions would never have to be taken.

What you can expect from staff in general practice

Staff working in general practice know that you may be worried about your health, or the health of someone you care for when you contact the practice.

They want to help you get the right care as quickly and safely as possible.

Staff, especially those working at the reception desk, may need to ask you a lot of questions and double check information. They do this so they check they have the right information to make sure you are seen as quickly as possible and by the right healthcare professional based on your clinical needs.

If your appointment is delayed, then staff will do their best to explain why and will try to give you as accurate a time-scale as possible on when it can be rescheduled.

Remember that there are no silly questions when it comes to your health and wellbeing. Staff are happy to answer your questions and welcome a polite and respectful conversation with you.

Let’s work together

Staff working across health and social care in Norfolk and Waveney continue to work exceptionally hard to provide the care and treatment people need in the quickest and safest ways possible.

Let’s work together so that both patients and staff can have positive experiences in general practice.