19/08/2026
At Chorlton Family Practice, We are incredibly grateful for the many patients who are kind, courteous and respectful to our team every day. Those who take the time to say thank you, leave lovely feedback or simply treat our staff with kindness really do make a difference and we genuinely appreciate you. ❤️
Unfortunately, today I have also spent a considerable amount of time writing formal warning letters to a small number of patients because of unacceptable behaviour towards members of our team.
Swearing at, shouting at or verbally abusing our staff is not acceptable and will not be tolerated at Chorlton Family Practice.
We are proud of the service our team provides, but providing a good service does not mean that every patient will always receive exactly the outcome they want.
Sometimes a patient may believe they require an urgent appointment but their request is clinically triaged differently. Sometimes a patient will only agree to see a singular preferred GP, causing limited availability to themselves. We will always try to offer the most appropriate options available.
You are absolutely entitled to question a decision, ask for an explanation or write to the practice to make a complaint if you believe something has gone wrong. We will review your concerns properly.
Please also understand that a manager will not always be immediately available to take over a telephone call or come to reception on demand. Your concerns can be taken and passed to the appropriate person for review.
What is never acceptable is abusing a member of staff because you do not like the answer you have been given.
Repeated verbal abuse has a very real impact on staff wellbeing, morale and our ability to retain valued members of our team.
Where patients behave abusively towards staff, incidents will be documented and, where appropriate, and formal warnings are being issued. Continued or serious unacceptable behaviour can ultimately result in removal from the practice list in accordance with NHS requirements and practice policy.
To the overwhelming majority of our patients who treat our team with kindness and respect. Thank you. We notice it, and we really do appreciate it.
We expect our team to treat you with courtesy and respect. We simply ask for the same in return. Thank you for reading.
