Zero Tolerance Policy.

Our commitment

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.

What is not tolerated

Unacceptable behaviour includes, but is not limited to:

• Verbal abuse, shouting or swearing at staff or other patients
• Threats or intimidation
• Harassment of any kind
• Discrimination on the basis of any protected characteristic under the Equality Act 2010
• Physical violence
• Damage to property

This applies whether behaviour is in person, over the phone, or online — including comments on our social media or reviews that are abusive, threatening, or contain personal attacks on staff.

Mental health and medical considerations

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 — staff have the right to a safe workplace, and other patients have the right to receive care in a calm environment.

How we respond

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 telephone call
• Seeking assistance from colleagues, security, or the police

In cases of serious threats or physical violence, the police will be contacted immediately.

Warning, behaviour agreement, removal

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.

Step 1 — Formal warning

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.

Step 2 — Behaviour agreement

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.

Step 3 — Removal from practice list

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.

Higher-risk situations

Where patients present a higher risk, additional measures may be taken. This could include arranging appointments in a controlled environment, with additional staff present, or with specific safeguards in place.

Staff safety

Staff safety is a priority. The clinic has systems in place to reduce risk, including:

• Staff training in de-escalation and managing difficult situations
• Safe room layouts with clear exits
• Procedures for managing incidents
• Internal review and external reporting where required
• Support for staff after any incident

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.

Patient responsibilities

Patients also have responsibilities. These include:

• Behaving respectfully towards staff and other patients
• Following clinic procedures
• Communicating appropriately
• Understanding that staff are working to provide care to many 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.