Code of Conduct

Code of conduct within the GP practice

You can expect us to handle your medical request correctly. In return, we expect you to give our healthcare providers the opportunity to do so by speaking to them calmly and respectfully, and by not causing a nuisance to other patients. This applies to contact by telephone, home visits, and when you visit the practice for a consultation.

In the event of a disagreement or dissatisfaction regarding the care or treatment provided, we ask you to discuss this with the healthcare provider concerned.
You can request a meeting with the staff member(s) involved through the medical assistant. You can also inform us in writing by using the complaint form, which is available on our website (click here). This allows you to inform us of the issue. We will then contact you shortly to find a solution together.

Unfortunately, we occasionally encounter aggression or violence in the practice and over the phone. This can range from verbal abuse and insults to threats and even physical violence. For those who have to endure aggressive outbursts, this is very distressing and threatening. We have therefore decided that we will not tolerate any form of aggression (against any of our staff members).

The following agreements are in effect within our practice:

• Every person is treated with respect and in compliance with applicable legal regulations.
• We do not tolerate aggression, violence, or unwelcome sexually intimidating behavior in any form.
• We do not tolerate discrimination, insults, or coarse language. This is classified as intimidating behavior.
• Smoking is not permitted.
• Patients are expected to look after their own belongings. The practice is not liable for damage, loss, or theft.

All incidents in which a staff member feels insulted or threatened are recorded in writing and discussed within our team. The GP will assess the situation and take measures if necessary.

This may include the following:

• The person concerned must offer an apology to the staff member involved.
• The police may be called, and a formal report will be filed if necessary.
• In the event of repeated occurrences or very serious incidents, it may be decided that the person concerned is no longer welcome at the practice. For patients, this may mean they have to find another GP.

It does not have to come to that. Please let us know if you are dissatisfied, and we will try to resolve it together.