Zero Tolerance Policy

At Newgrove Pharmacy, we are committed to providing safe, professional, and respectful care to all patients and customers who use our services. Our team works hard to ensure your medicines and healthcare needs are managed with care and efficiency.

To protect both patients and staff, we operate a Zero Tolerance Policy toward abusive, aggressive, or inappropriate behavior in all forms of communication, whether by telephone, email, text, online messaging, or through our delivery services.

Unacceptable Behaviour:

The following will not be tolerated, but not limited to:

• Verbal abuse, shouting, swearing, or offensive language in calls, emails, or messages.
• Threatening or intimidating words, behavior, or written communication.
• Harassment, bullying, or discriminatory remarks.
• Inappropriate use of online platforms to harass staff or spread misinformation.
• Fraudulent activity such as falsifying prescription information, attempting to obtain medicines dishonestly, or misusing NHS services.
• Abuse or aggression toward delivery drivers or other contracted staff.

Such behaviour is unacceptable and will not be tolerated under any circumstances.

Consequences

Abusive calls or online messages will be ended immediately.

Offensive emails, texts, or messages will not be responded to and may be blocked.

Patients who engage in unacceptable behaviour may be removed from our service and referred to another pharmacy service provider.

Serious or repeated incidents will be reported to the NHS, General Pharmaceutical Council (GPhC), and/or the police.

Our Commitment

We are here to deliver a professional, safe, and caring pharmacy service to all patients. To do this, our staff have the right to work without fear of abuse. We ask that patients treat our team with respect at all times to help us deliver the best care we can to our patients.

Thank you for supporting a safe and positive healthcare environment.