Lightwater Surgery are committed to providing high‑quality care in a safe, respectful, and supportive environment for both patients and staff.

We operate a Zero Tolerance Policy towards any form of inappropriate behaviour. This includes:

• Verbal abuse, shouting, or offensive language
• Threatening behaviour or intimidation
• Physical abuse or violence
• Discrimination, harassment, or bullying

Such behaviour will not be tolerated under any circumstances.

Our responsibilities

• We will treat all patients with dignity, respect, and courtesy.
• We will listen carefully to concerns and aim to resolve issues promptly.
• We will provide care without discrimination. 

Your responsibilities

• Treat our staff and other patients with the same respect you expect to receive.
• Communicate calmly and courteously.
• Raise concerns through the appropriate complaints procedure rather than through aggression. 

Consequences of inappropriate behaviour

• Any incident of abuse or violence will be taken seriously and may result in removal from our patient list.
• In cases of physical assault or serious threats, the police will be contacted immediately.
• We reserve the right to take further action to protect staff and patients