Zero Tolerance Policy

Please be kind to our teams  

It has been a very difficult few years for everyone and we have really appreciated the kind words, patience and support towards our staff from so many people that use our services. We can understand and share people's frustration at times.

Unfortunately we have had a rise in aggressive calls and this puts additional pressure on our already over stretched team. Please put yourselves in our Team's shoes and consider how you would feel in their situation. They will do whatever they can to support.

Our trained team may ask for details when you call so they can direct you to the best member of the team to help you in the most appropriate timescale

We want you to have a safe sustainable service at Ball Tree, we work incredibly hard every day to provide this and we are doing our best in very challenging circumstances. Please help us to help you by being kind to all the teams when you get in touch, we will always try to offer you whatever we can as soon as we can. Please be aware that due to frequent staff absences due to COVID we are not able to offer many pre-bookable GP appointments currently. We understand that this can feel frustrating however it is simply not possible for us to change this at the moment.  

Please do not take out your frustrations with the reception team members, they will do whatever they can to help you within the capacity that we have on that day.

We operate a zero tolerance policy.  Rude and agressive patients are removed from the practice list and need to register elsewhere.