Zero Tolerance Policy

Mamedica operate a strict Zero Tolerance Policy on abuse directed towards our staff. 

We reserve the right to dismiss patients if a member of our staff are treated in an abusive, violent or threatening way. Safeguarding the care of our staff is extremely important to us and we have a firm policy on abusive behaviour.

Mamedica supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff.

This states that clinicians and staff have a right to care for others without fear of being attacked or abused. We respectfully remind patients that any aggressive behaviour, be it violent or abusive, or shouting, will not be tolerated and may result in you being removed from the clinic list and, in extreme cases, the police being contacted.

Our staff work tirelessly behind the scenes and we do our utmost to help patients wherever we can. When you contact them, please know that they are doing everything in their power to assist you. 

We ask that our staff are treated with respect, patience and courtesy in all communications – whether that takes place over the phone, online, via email or on social media.

In order for our staff to maintain good relations with patients, we ask all our patients to read and take note of the types of behaviour that are unacceptable:

• Using bad language, swearing or shouting.
• Any violence or suggestions of violence, including implied or direct threats.
• Verbal abuse towards the staff in any form including verbally insulting the staff.
• Racial abuse and harassment will not be tolerated.
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot.
• Causing damage/stealing from the premises or staff.
• Attempting to obtain drugs and/or medical services fraudulently.
• Excessive noise eg recurrent loud or intrusive conversation or shouting.
• Threatening or abusive language involving swearing or offensive remarks.
• 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.
• Wilful damage to practice property.
• Threats intending to cause disruption, or to coerce and intimidate staff, leaving them embarrassed, uncomfortable or distressed.
• Repeated derogatory comments about the practice or individuals either verbally, in writing/digitally or on social media platforms.

This list is not exhaustive and there may be other occasions where we have cause to issue a warning or remove you from our patient list.  If you are unhappy with the practice we have a complaints procedure to assist you or you have the choice to register with another practice – there really is no need for unpleasant behaviour with these options available to support you.

Any patients or users who refuse to adhere to this will be discharged from the clinic and their prescription no longer fulfilled.

Any criminal behaviour will be reported to the police.

We feel that it is important to take a firm stance on this for the safety as well as the mental and physical well-being of all our staff.

Thank you,

Mamedica