Zero Tolerance

Purpose: The purpose of this Zero Tolerance Policy is to ensure that Woodlands Health Centre provides a safe, respectful, and professional environment for both our patients and staff. We are committed to delivering high-quality care, and we expect all individuals to treat our healthcare providers and staff with respect, kindness, and dignity.

Scope: This policy applies to all patients, visitors, and individuals interacting with the practice, whether in person, over the phone, or through digital communication.

Policy Statement: Woodlands Health Centre operates a Zero Tolerance Policy towards any form of abuse, aggression, or inappropriate behaviour. This includes but is not limited to:

1. Verbal Abuse: Swearing, shouting, or any language that is insulting, threatening, or aggressive.
2. Physical Violence: Any physical act that could cause harm to staff or other patients, including pushing, hitting, or any form of assault.
3. Threats of Violence: Direct or implied threats of harm, whether made verbally, in writing, or through any other means.
4. Harassment: Any behaviour intended to intimidate, annoy, or otherwise cause distress to another individual, including bullying or discriminatory remarks.
5. Discrimination: Any form of discriminatory behaviour based on race, ethnicity, gender, sexual orientation, disability, or any other protected characteristic.
6. Unreasonable Demands: Any behaviour that is disruptive to the operation of the practice, including repeatedly requesting unnecessary tests, treatments, or appointments, or demanding immediate attention that is unreasonable.

Patient Expectations:

• Respect for Staff: Patients and visitors are expected to treat our staff, including receptionists, nurses, and clinicians, with courtesy and respect.
• Cooperation with Staff and Procedures: Patients are expected to cooperate with staff in a professional manner, follow practice protocols, and adhere to appointment schedules.
• Proper Conduct: Patients should refrain from making inappropriate remarks or behaving in a way that disrupts or endangers the well-being of others at the practice.

Consequences of Violating the Policy:

1. Immediate Action: Any patient who engages in abusive, aggressive, or threatening behaviour may be asked to leave the premises immediately. In cases of physical violence or serious threats, the matter will be reported to the police.
2. Termination of Services: Repeated instances of abuse or aggression may result in the patient being removed from the practice list and being informed that they can no longer receive care at Woodlands Health Centre.
3. Legal Action: In cases of physical violence or threats of harm, Woodlands Health Centre will not hesitate to take legal action, including filing police reports and seeking prosecution where necessary.
4. Suspension of Access: In extreme cases, temporary suspension of access to non-urgent services may occur until a review of the situation is completed.

Appeals Process: Patients who feel they have been unfairly treated under this policy may appeal the decision. Appeals should be submitted in writing to the practice manager, who will conduct a review and respond within 14 working days.

Support for Victims of Abuse: We take any incidents of abuse seriously and encourage our staff to report any cases immediately. Support is available for affected staff members, and appropriate action will be taken to ensure their safety and well-being.

Conclusion: Woodlands Health Centre strives to provide the best possible care in a safe, respectful environment. This Zero Tolerance Policy is in place to protect both our patients and staff, ensuring that everyone is treated with dignity and respect. We appreciate your understanding and cooperation in helping us maintain a safe and welcoming environment for all.

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This comprehensive Zero Tolerance Policy will be regularly reviewed to ensure its continued relevance and effectiveness in maintaining a respectful and safe environment for all.