1. Our Commitment

At Emerald Health, we are committed to providing a safe, respectful, and professional environment for both patients and staff.

We expect all interactions with our team to be conducted in a respectful and appropriate manner.

2. Zero Tolerance Approach

Emerald Health operates a zero tolerance policy towards any form of abuse, aggression, or inappropriate behaviour directed at our staff.

This applies to all communication channels, including:

• Telephone calls
• Video consultations
• Emails
• Online messaging
• Social media

3. Unacceptable Behaviour

Unacceptable behaviour includes, but is not limited to:

• Verbal abuse or shouting
• Threatening or intimidating behaviour
• Harassment or repeated unwanted contact
• Discriminatory or offensive language (including racist, sexist, or homophobic remarks)
• Aggressive or persistent complaints that become abusive
• Misuse of communication channels

4. Our Response

Where unacceptable behaviour occurs, Emerald Health may take one or more of the following actions:

• Issue a warning
• End a call or consultation immediately
• Restrict communication methods
• Require communication through a nominated contact
• Refuse future appointments
• Discharge the patient from the service

In serious cases, we may:

• Report the behaviour to relevant authorities
• Take legal action where appropriate

5. Clinical Care and Safety

We will always aim to ensure that any action taken does not compromise patient safety.

Where a patient is discharged due to behaviour:

• We will provide appropriate information to support continuity of care where possible
• This may include advising the patient to contact their GP or alternative services

6. Respect for Our Team

Our staff have the right to work without fear of abuse or harm.

We take all reports of inappropriate behaviour seriously and support our team in enforcing this policy.

7. Fairness and Proportionality

We recognise that patients may be distressed or unwell.

We will:

• Act proportionately
• Consider individual circumstances
• Aim to resolve concerns where possible

However, this does not excuse abusive behaviour.

8. Related Policies

This policy should be read alongside:

• Complaints Policy
• Terms & Conditions