Zero Tolerance Policy
Purpose
Estheva is committed to providing a safe, respectful and professional environment for all patients, visitors and staff members. This policy exists to protect the wellbeing, dignity and safety of our team and patients at all times.
Policy
We operate a zero tolerance policy towards abusive, aggressive, threatening or inappropriate behaviour directed towards any member of staff, whether in person, by telephone, email, messaging platforms or social media.
Examples of unacceptable behaviour include, but are not limited to:
- Raised voices or shouting
- Verbal abuse, intimidation or harassment
- Aggressive or confrontational behaviour
- Threatening language or behaviour
- Discriminatory, offensive or inappropriate comments
- Repeated unreasonable conduct after policies or decisions have been explained
- Recording staff without consent
- Abusive or defamatory social media posts directed at staff or the clinic
- Attending appointments under the influence of alcohol or drugs
- Behaviour causing distress or discomfort to staff or other patients
Clinic Rights
Where behaviour is deemed unacceptable, Estheva reserves the right to refuse or stop treatment, ask individuals to leave the premises, decline future appointments, end the ongoing patient relationship and/or communicate only in writing moving forward where appropriate.
Staff Safety
All members of staff have the right to work in a safe and respectful environment. Clinic policies and decisions must be respected and will not be debated in an aggressive or abusive manner at reception or within treatment areas.
Documentation
Any incidents of inappropriate behaviour may be documented within the patient record and retained as part of clinic governance procedures.
Agreement
By attending Estheva, patients agree to treat all staff members and other patients with courtesy, professionalism and respect at all times.