Zero Tolerance Policy – Violence, Aggression and Abuse
Greenlaw Dental Care is committed to providing a safe, respectful and professional environment for patients, visitors and all members of the dental team.
The Practice operates a zero-tolerance approach to violence, aggression, abuse, threatening or intimidating behaviour towards members of staff, patients or anyone attending the Practice.
Expected Behaviour
Patients and visitors are expected to treat all members of the Practice team with courtesy and respect.
The Practice understands that patients may sometimes be upset, anxious or frustrated, particularly in relation to their dental care. Patients are entitled to raise concerns and make complaints, and these will be listened to and dealt with through the Practice’s complaints procedure.
However, unacceptable behaviour will not be tolerated.
This includes, but is not limited to:
Verbal abuse, shouting, swearing or offensive language directed at staff.
Threatening or intimidating behaviour.
Aggressive or abusive telephone calls, emails, messages or social media communications.
Personal insults, discriminatory or derogatory comments.
Threats of violence or actual physical violence.
Threatening or abusive behaviour towards other patients or visitors.
Damage to Practice property.
Any behaviour which causes a member of staff or another person to feel threatened, intimidated or unsafe.
Action the Practice May Take
Where unacceptable behaviour occurs, a member of the Practice team may ask the person to stop the behaviour and explain that it is unacceptable.
Depending on the seriousness of the incident, the Practice may:
End the conversation or telephone call.
Ask the person to leave the Practice premises.
Refuse to continue an appointment where it is considered unsafe to do so.
Record the incident in the patient’s records or the Practice’s incident records.
Issue a written warning about future behaviour.
Consider restrictions on future contact with the Practice.
Contact the police where there is a threat of violence, actual violence, criminal behaviour or where staff or patient safety is at risk.
In serious or repeated cases, consider whether the patient’s registration with the Practice should be reviewed in accordance with applicable NHS and contractual requirements.
Any action taken will be proportionate to the circumstances and will take account of the patient’s individual needs and any relevant disability or vulnerability.
Staff Support and Reporting
All staff are encouraged to report incidents of violence, aggression, abuse or threatening behaviour to the Practice Manager or Principal Dentist.
All incidents will be taken seriously and recorded appropriately.
Staff should not feel that they have to tolerate abusive or threatening behaviour simply because the person is a patient.
The Practice will support staff who raise concerns about unacceptable behaviour and will take appropriate action to protect the health, safety and wellbeing of the dental team.
Complaints
This policy does not prevent patients from making a complaint or expressing dissatisfaction with the care or service they have received.
Patients have the right to raise legitimate concerns, and the Practice will deal with complaints fairly and in accordance with its complaints procedure.
The distinction is that a complaint or expression of dissatisfaction is acceptable, whereas abusive, threatening, violent or intimidating behaviour is not.
Review
This policy will be reviewed regularly and updated where necessary.