Lionheart Clinic Pty Ltd

Zero Tolerance Policy

Updated 01 May 2024

It is no secret that working that working in the mental health space is a rewarding but challenging space especially after the pandemic. At the Lionheart Clinic, we want our team to work in a safe and trusting environment so we can continue to have our clinicians and support team serve our patients.

The Practice, therefore, takes it very seriously if a member of staff is treated in an abusive or violent way.

1. We have a ZERO TOLERANCE approach to any verbal, aggressive and violent abuse and behaviour towards our Doctors, allied health and non-clinical staff, and to other patients.

2. Our Doctors and practice staff have a right to care for others without fear of being attacked, harassed or abused.

3. To successfully provide these services a mutual respect between all the staff and patients must be in place. Dealing with people who are abusive or aggressive towards our staff and our patients, takes us away from caring for you and other patients who need our care.

4. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances.

5. Aggressive behaviour, be it violent or abusive, will not be tolerated. Abusers will be required to discontinue care with our practice and be asked to transfer their care to another practice.

6. Our team have the right to refuse treatment and take further action against anyone who threatens the safety of our staff and our patients.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviours that would be found unacceptable:

  • Using offensive language or swearing at practice staff

  • Verbal abuse towards the staff in any form including verbally insulting the staff

  • Racial abuse and sexual harassment will not be tolerated within this practice

  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot

  • Causing damage/stealing from the Practice’s premises, staff or patients

  • Obtaining drugs and/or medical services fraudulently

It is important for the mental and emotional wellbeing of our staff to have a non-threatening environment to work in.

We ask you to treat Lionheart Clinic’s staff courteously at all times so we can continue to serve our patients in the short and long term.