Violence and abuse towards staff: what your practice website must say
By Sreeni, Editor · Last reviewed 20 October 2026 · 4 minute read
What the contract says
The list of what your practice leaflet must include (GP contract, Schedule 3, paragraph 48) has two related items: patients’ rights and responsibilities, including keeping appointments, and the action you may take if a patient is violent or abusive. Everything in the leaflet must also be on your website.
The contract sets out two ways a patient can be removed from your list:
- Immediately, if the patient has been violent, or behaved so that someone feared for their safety, and you’ve reported it to the police (paragraph 25). This covers staff, clinicians and anyone else at the practice or wherever you were treating the patient.
- After a warning, for other reasonable grounds, such as repeated abuse. You normally have to warn the patient and explain why within the 12 months before you ask for removal (paragraph 24).
What your page should say
- That your team deserves to work without abuse, and patients deserve to be treated without fear.
- What you count as unacceptable: violence, threats, abuse, and harassment, in person, by phone or online.
- What you’ll do: warn, report to the police, and remove patients from the list where the rules allow.
- That a removed patient can still get care from another service, so they aren’t left without a GP.
- What you ask of patients in return: keep appointments, cancel ones you can’t make, be honest.
Wording you can adapt
Our team is here to help you. We will not accept violence, threats or abuse towards anyone at the practice, in person, on the phone or online. If it happens, we may report it to the police. If a patient is violent or threatening and we report it to the police, they can be removed from our list straight away. They will still be able to see a GP through another service.
Getting the tone right
Most patients reading this page have done nothing wrong, and some are anxious or unwell. Write for them: one short section, no capital letters or red warning boxes, and nothing that sounds like a threat. Put it with your other policies rather than on the homepage, and link to it from your practice information page.
Questions
Can we remove a violent patient straight away?
Yes, if the patient has been violent or made someone fear for their safety and you've reported it to the police. You tell the commissioner, and the patient is removed immediately.
Do we have to warn a patient before removing them for abuse?
Usually, for removals that aren't about violence. The contract says you normally have to warn the patient and explain why within the 12 months before you ask for removal, unless a warning would be unsafe or not reasonable.
Where should this information go on our website?
With your other policies, such as on a practice information page, linked from the footer. It doesn't need to be on the homepage.
Correct as of October 2026. This guide reflects the GMS Contracts Regulations at that date. It's not legal advice: check removals with your ICB and your indemnity provider.
This guide is general information, not legal or contractual advice.