Zero Tolerance Policy
Our Commitment to Staff and Patients
At Origin HRT, we are committed to protecting the safety, dignity, and wellbeing of our staff and patients at all times.
This Zero Tolerance Policy is intended to protect all members of our team from unacceptable, abusive, aggressive, or threatening behaviour.
Our staff strive to be polite, professional, and sensitive to the individual needs and circumstances of patients. We recognise that patients may at times feel distressed or unwell, and this will be taken into consideration when addressing misunderstandings or concerns.
However, violence, abuse, aggression, harassment, or threatening behaviour in any form will not be tolerated, regardless of the circumstances.
Unacceptable Behaviour
Violent, abusive, or aggressive behaviour includes, but is not limited to:
- Verbal abuse, insults, shouting, swearing, or intimidation
- Bullying, harassment, or threatening language
- Threats of harm to individuals, property, or family members
- Any form of physical violence
- Racial abuse, discrimination, or sexual harassment
- Persistent or unreasonable demands that cause distress or pressure to staff
- Damage to property or theft
- Fraudulent attempts to obtain medication or medical services
Such behaviour may occur via telephone, video consultation, email, written correspondence, social media, or any other form of communication, and is treated equally seriously in all formats.
Action Taken
Any incident of unacceptable behaviour may result in:
- Immediate termination of the consultation or communication
- Suspension or termination of the patient–clinic relationship
- Refusal to provide further services
- Reporting to relevant authorities where appropriate
Serious incidents may result in immediate discharge from the service, particularly where there is a risk to staff safety or where illegal activity is involved.
Incidents may be recorded in the patient’s clinical record where appropriate, and safeguards may be implemented to protect staff, including restricting future contact methods or requiring communications to be handled by senior staff only.
Exceptional Circumstances
Origin HRT acknowledges that, in some cases, aggressive or inappropriate behaviour may be influenced by a patient’s medical condition. Where clinically appropriate, this will be considered sensitively and addressed as part of care planning.
Removal from the service is a last resort and will only be considered where the therapeutic relationship has irretrievably broken down, or where safety is at risk.
Where possible, patients will be informed in writing and advised to seek alternative care. Immediate termination may occur without notice in cases involving serious threats, violence, or illegal activity.
Staff Safety and Responsibilities
Under the Health and Safety at Work etc. Act 1974, Origin HRT has a legal duty to protect the health, safety, and welfare of its employees.
Clinic Responsibilities
- Implementation and regular review of this policy
- Ensuring appropriate staff training
- Supporting staff affected by incidents
- Maintaining safe working procedures and communication systems
Staff Responsibilities
- Take reasonable care of their own safety and that of others
- Report incidents of abuse, aggression, or violence promptly
- Provide accurate details of incidents to support investigation and prevention
Preventative Measures
Origin HRT will take reasonable steps to minimise risks and maintain a safe environment for both staff and patients, including:
- Risk assessment of roles and working practices
- Review of communication systems and lone-working risks
- Training in conflict management and de-escalation
- Access to appropriate support following incidents
- Recording incidents and implementing learning to help prevent recurrence