Zero tolerance policy
We treat our patients and clients with dignity, and we expect the same from you and your representatives if you wish to become or remain a patient of our clinic.
As an employer, the practice has a duty of care for the health, safety and well-being of our staff. The practice is also legally responsible for providing a safe and secure working environment for staff.
We have a Zero Tolerance Policy for verbal or physical abuse towards our staff.
Our staff have the right to work without fear of verbal abuse (including use of an aggressive or demeaning tone, shouting or swearing) or physical assault.
Staff should not be left upset and distressed after interacting with a patient.
The Practice has a Zero Tolerance Policy for this type of behaviour.
Removal of patients from the Clinic register
If a patient demonstrates these behaviours to any staff, they will be removed from the Clinic Register and will need to register elsewhere.
Examples of unacceptable behaviour
We consider the following behaviour to be unacceptable. This list is not exhaustive, and there may be other instances. The Zero Tolerance policy includes behaviours made in person, over the telephone or in written communication:
- Attempted or actual aggressive or threatening physical actions made towards any member of staff.
- The use of aggressive, threatening or abusive language, raising of the voice, swearing and cursing, shouting which threatens, distresses or intimidates staff.
- Violence.
- Racial or sexual remarks.
- Aggressive, forceful tone and/or language that upsets staff.
- Malicious allegations relating to members of staff, other patients or visitors.
- Offensive gestures or behaviours.
- Persistent or unrealistic demands
- Unwillingness to comply with appointment guide and clinic pathways of care.
- Wilful damage to practice property.
- Theft
- Derogatory comments about the practice or individuals either verbally, in writing, digitally or on social media platforms
Our staff have the right to terminate communications with those who demonstrate these behaviours. We will prosecute anyone who attacks our staff. If you have been removed from the Practice Register, any contact you make to us should be in writing only, and we reserve the right to decline responding.
