Patient Behaviour Policy

Our Commitment to a Safe and Respectful Environment

We are committed to providing a safe, respectful, and welcoming environment for all patients, visitors, and staff. We understand that people may feel anxious, frustrated, or unwell when attending medical appointments, and we always aim to treat everyone with dignity, empathy, and understanding. At the same time, we have a responsibility to ensure the safety and wellbeing of everyone in our clinics.

Expectations of Behaviour

Aggressive, threatening, abusive, or inappropriate behaviour is not tolerated under any circumstances. This includes verbal abuse, intimidation, threats, harassment (including sexual harassment), physical violence, damage to property, or behaviour that makes others feel unsafe or distressed. While feeling angry or upset is a normal human emotion, actions that harm or threaten others are not acceptable.

How We Respond to Concerning Behaviour

Our staff are trained to respond calmly and professionally to difficult situations and to try to de‑escalate concerns wherever possible. However, if behaviour places staff or other patients at risk, we may take further action to ensure safety. This can include involving security or emergency services, issuing formal warnings, or, in rare and serious cases, discontinuing care at our clinics. Any such decision is made carefully and in line with our duty of care.

Working Together for Everyone’s Safety

We ask all patients and visitors to treat our staff and other patients with courtesy and respect. By working together, we can maintain a safe, supportive environment where high‑quality care can be delivered to everyone. If you have concerns, questions, or feel distressed at any point during your visit, please let our team know — we are here to help.

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