Willowbrook Medical Practice

Willowbrook Medical Practice

Brook Street, Sutton in Ashfield, Nottinghamshire, NG17 1ES

Current time is 03:57 - Sorry we are closed. Call NHS 111 or go to 111.nhs.uk


Telephone: 01623 440018

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Practice Policies

Zero ToleranceSocial Media Patient Policy

Zero Tolerance

Willowbrook Medical Practice is committed to taking all reasonable precautions necessary to ensure the health, safety, welfare and well-being of its employees, patients and visitors, and endeavours to ensure that all employees are protected from physical and verbal abuse while they are working.

The Practice acknowledges that there may be instances where violence and/or aggression forms part of a patient’s illness.  In these circumstances, the issue will be discussed with the patient and form part of their care planning.

This information will be recorded in the patient’s medical record and flagged to ensure that staff are aware. In addition, where deemed necessary, appropriate support will be put in place, e.g. staff member does not see the patient alone.

Patients who are under the excessive influence of drugs and/or alcohol will be asked to rebook their appointment.

This is in line with our Zero Tolerance policy.

Definition of Physical and Verbal Abuse and Violence:

Physical and verbal abuse includes:

  • Unreasonable and/or offensive remarks or behaviour/rude gestures/innuendoes
  • Sexual and racial harassment
  • Threatening behaviour (with or without a weapon)
  • Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or excrement
  • Attacks on Partners, members of staff or the public
  • Discrimination of any kind
  • Damage to employee’s or employer’s property


The Practice supports the NHS policy of Zero Tolerance which defines violence as:

Any incident where staff are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being or health.


Violence and aggression towards a person may also be defined as:

A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff.

Missed Appointments (DNA’s)

We take missed appointments at Willowbrook very seriously as we have in excess of 200 per month, which is lot of wasted Doctor, Nurse & Phlebotomist’s time.

By not phoning in and cancelling unwanted appointments we are not able to offer these appointments to another patient to use.

Please always ensure you cancel your appointment in good time if you know you cannot attend – tel 01623 440018 – we have a dedicated cancellations option which is answered immediately.

Policy for Missed Appointments

Due to the large amount of wasted doctor, nurse and phlebotomist time that missed appointments cause, we regret that we must take the following action against those patients who abuse our service:

If a patient fails to attend two appointments in any six month period without letting us know, they will receive a warning letter.  If any more appointments are missed in the next six months the patient will receive a letter informing them that the doctors are considering whether they should be  removed from the practice list.  They may then have to register with another practice.