Patient & Family Code of Conduct

All patients, families, staff, and visitors are expected to engage respectfully and appropriately within the clinic environment. This applies to all forms of interaction, including in-person, telephone, email, written, and other electronic communication.

In assessing whether behaviour is appropriate, the experience of the person on the receiving end of the behaviour is the primary consideration. This means that the impact of an action, comment, or interaction matters more than the intended meaning behind it.

Conduct that causes distress, discomfort, fear, or harm — even if not intended — will be taken seriously and addressed. Maintaining a psychologically safe and respectful environment is essential for care to proceed effectively and ethically.

Disrespectful, threatening, discriminatory, or otherwise inappropriate behaviour may result in restriction of services or termination of care. Discrimination is not tolerated.

While we aim to apply our policies with understanding and flexibility, breaches of the following guidelines may result in discharge and a referral back to your GP:

Multiple appointment cancellations
Booking an appointment and failing to attend
Refusal to follow clinic rules or policies
Aggression, rudeness or discrimination towards doctors, management, or administrative staff (zero tolerance policy) or other families or patients
Intentional dishonesty or withholding crucial information that could affect the safety or effectiveness of your treatment
Payments that are regularly paid after the due date, or refusal to pay moneys owed
Repeated disregard for polite requests or established boundaries
Failure to respond to an offer to rebook an appointment
Not attending appointments as recommended as part of your treatment plan.

Your referring GP will receive ongoing updates following your appointments, and they should be aware of Dr. Richardson's treatment plans and any monitoring required.

When necessary, the doctor will send a discharge letter to your referring GP, and you will be included in that correspondence.