My Health and Wellbeing Clinic
My Health and Wellbeing Clinic is committed to providing a safe, respectful, and secure environment for all patients, staff, and visitors. We have a zero tolerance approach to any form of abusive, aggressive, or violent behaviour.
This means that behaviour that is threatening, abusive, or violent will not be accepted under any circumstances.
Most patients treat our staff with courtesy and respect. However, a small number of incidents can place staff and other patients at risk. This policy is in place to protect everyone and ensure that high-quality care can continue to be delivered safely.
Unacceptable behaviour includes, but is not limited to, verbal abuse, shouting, swearing, threats, intimidation, harassment, discrimination, physical violence, or damage to property. This applies whether behaviour is in person, over the phone, or online.
We recognise that patients may sometimes feel anxious, frustrated, or unwell. In some cases, behaviour may be influenced by medical or mental health conditions. Where appropriate, we will take this into account and seek to understand the cause of the behaviour. However, this does not mean that abusive or violent behaviour will be tolerated.
We expect all patients and visitors to treat our staff and others with respect at all times.
Our staff are trained to manage difficult situations calmly and professionally. Where possible, they will attempt to de-escalate situations by listening, acknowledging concerns, and trying to resolve issues appropriately.
However, if behaviour becomes unacceptable or unsafe, staff may take immediate action to protect themselves and others. This may include asking the individual to leave the premises, ending a consultation or call, or seeking assistance from colleagues, security, or the police.
In cases of serious threats or physical violence, the police will be contacted immediately.
All incidents of aggression, abuse, or violence will be recorded and reviewed. This allows us to learn from incidents and improve safety within the clinic.
Where a patient behaves inappropriately, a formal warning may be issued. This will clearly explain the behaviour that is unacceptable and outline expectations for future conduct. A written record of the warning will be kept and is typically valid for 12 months.
If unacceptable behaviour continues after a warning, further action may be taken. This may include asking the patient to agree to a behaviour agreement outlining acceptable conduct.
In rare cases, where behaviour does not improve or where there has been serious aggression or violence, the clinic may take steps to remove a patient from the practice list. This decision is made carefully and in line with national guidance. In cases involving violence or threats of violence, removal may occur immediately and the police may be involved.
Despite this policy, all patients will continue to receive care based on clinical need. However, this may be provided in a way that ensures the safety of staff and others.
Where patients present a higher risk, additional measures may be taken. This could include arranging appointments in a controlled environment or with additional staff present.
Staff safety is a priority. The clinic has systems in place to reduce risk, including staff training, safe room layouts, and procedures for managing incidents.
If an incident occurs, staff will be supported and appropriate follow-up actions will be taken. This may include internal review, reporting, and external support where required.
Patients also have responsibilities. These include behaving respectfully, following clinic procedures, communicating appropriately, and understanding that staff are working to provide care to all patients.
We are committed to maintaining a respectful and safe environment for everyone. This policy helps ensure that our clinic remains a place where patients can receive care and staff can work without fear of abuse or harm.