Zero Tolerance Policy

We are dedicated to providing you with high-quality care in a safe environment. Your well-being is our priority, and we also have a duty to ensure our staff work in a safe and respectful environment.

We ask for your mutual respect. Our staff handle diverse situations and always strive to support you to the best of their ability.

The safety and well-being of our team are paramount. Our staff have the right to work without fear of abusive, threatening, or violent behavior.

We take any such behavior — whether shouting, manipulative tactics, or direct threats, and regardless of communication method (phone, email, online, social media) — very seriously. We reserve the right to discharge or cease contact with anyone who demonstrates these actions towards our staff or others.

We are legally obliged to report any safety concerns to the police, whether they involve patients, staff, or the public. Threats to cause harm will be treated with extreme seriousness and will not be tolerated.

Unacceptable behaviors include, but are not limited to:

• Shouting 
• Offensive gestures
• Threats or actions designed to disrupt, coerce, intimidate, embarrass, or distress staff
• Persistent or unrealistic demands 
• Manipulation
• Attempting to obtain services or drugs fraudulently, or using unacceptable behavior to pressure staff for free appointments or medication
• Constant interruption preventing staff from providing information
• Racial abuse or sexual harassment
• Verbal abuse or derogatory remarks

We also take threats of self-harm very seriously and are here to support patients in need. However, falsely reporting an intention to self-harm not only diverts resources from genuine safeguarding cases but also poses a risk to our staff. We reserve the right to discharge any patient who falsely uses a threat of self-harm to gain services, prescriptions, medication, expedited service, refunds, or free products. 

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