Zero Tolerance Policy
This policy is intended to document GK Ortho’s Zero Tolerance approach to violence, aggression, abuse, harassment, and threatening behaviour from patients towards our staff and/or other patients as part of our commitment to maintaining a safe workplace for all.
Introduction
GK Ortho is concerned by factors affecting an employee’s ability to safely and effectively carry out their duties. We recognise that verbal or physical abuse by patients towards staff, practitioners or other patients within the practice has long-term implications for their wellbeing.
Our staff are trained and dedicated to serve patients with courtesy and respect. In return, we request that our doctors, staff, nursing team and other patients are treated with the same courtesy and respect within our premises, during telehealth consultations over-the-phone interactions and via email.
Although our staff are trained to understand that patients feeling unwell and anxious about their health do not always act in a reasonable manner, threatening, abusive or insulting words and behaviour will not be tolerated.
To that end, our Practice has a Zero Tolerance Policy towards any form of abusive, aggressive or violent behaviour towards our doctors, staff, nursing team or other patients.
What is Abusive Behaviour?
In order for the practice to maintain good relations with their patients and maintain a positive workplace environment, we consider the following types of behaviour unacceptable;
• shouting, swearing and the use of profanity;
• threats;
• inappropriate gesturing;
• name-calling, racist and sexist insults in either verbal or in written format (emails, letters, phone call, texts);
• intimidating physical behaviour such as standing in our staff/patient’s personal space or standing over them in a threatening manner;
• online trolling; and
• persistent or unrealistic demands that cause stress to staff.
What is considered Violent Behaviour?
Extreme acts of violence and aggression such as;
• Hitting;
• Punching;
• Strangulation;
• Kicking;
• Armed assault;
• Sexual harassment, including acts of indecency;
• Biting;
• Spitting;
• Scratching;
• Pushing;
• Shoving;
• Tripping;
• Grabbing;
• Stalking and/or loitering; and
• Destruction of property or possessions.
What is a Zero Tolerance Policy?
A Zero Tolerance Policy means that serious action will be taken to prevent abusive, aggressive and violent behaviour from taking place. In all such incidents, appropriate action will be taken to protect staff, patients and visitors from the effects of such behaviour while ensuring clinical services continue to be provided in a way that maximises the safety of patients, staff and others. Action may include both clinical and/or non-clinical interventions, as viewed appropriate by the Practice Manager or Principal Doctor.
Zero Tolerance towards patient aggression within the practice may exist in the form of:
• A clear message that abusive, aggressive and violent behaviour towards medical personnel is unacceptable (for further information, please see our Zero Tolerance Policy on our Website;
• A collection of resources to educate and train staff at all levels to understand their responsibilities in preventing and responding to these issues;
• A way of working collaboratively within and outside the medical sector to prevent and respond to aggressive patients.
How this Policy will be implemented within GK Ortho
Should our staff, doctors or other patients be subject to abusive, aggressive, or violent behaviour by a patient, our staff will;
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Advise the patient that they will be unable to assist the patient at our practice if this aggressive behaviour continues.
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Warn that they will end the conversation if the aggressive behaviour continues.
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End the conversation if the aggressive behaviour continues and if patient/visitor is in the practice request that they leave immediately.
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If a panic button is installed, please use it at this stage to notify the Practice Manager.
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Notify the Practice Manager to assist if the patient does not cease their behaviour or refuses to leave the premises.
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Should the behaviour/s continue, the police may be called to de-escalate the matter. Steps will also be taken to ensure that all staff and patients are protected during this process.
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GK Ortho may consider discontinuing care for a patient when there are genuine safety concerns for your practice team and others who attend the practice.
Distribution of this Policy
This policy forms part of this provider’s compliance system. A copy is provided to:
• Each person receiving support or services from us via our website, a copy can be requested from our staff.
• Our staff and clinical practitioners.
Recording and investigating the patient’s actions
• Debrief the practice team after any abusive/aggressive or violent event.
• An incident report should be completed by staff involved in any abusive or aggressive event and added to the incident register.
• If the Practice Manager believes the behaviour or act warrants it, they may also consider giving the patient a formal written warning.
• If GK Ortho has decided to discontinue care for a patient a formal letter or email will be sent to the patient.
We take our obligation to provide a safe workplace very seriously and will work hard to address and resolve safety issues that arise from violent, aggressive, abusive, behaviours efficiently as set out in this policy.
If you would like to discuss this policy further, please contact the Practice/Practice Principal.
Disclaimer of Liability
Rooms with Style is a consultancy service only. Rooms with Style nor its contributors shall be held liable for any improper or incorrect use of the information contained herein and assumesno responsibility for anyone’s use of the information
Document ID: HR22 Date: 031225