IMPORTANT: Zero Tolerance to Aggression or Inappropriate Behaviour Towards Medical and Administrative Staff

In today’s healthcare landscape, ensuring the safety and well-being of both patients and staff is fundamental. Unfortunately, incidents of aggression towards doctors, administrative staff, and fellow patients are on the rise.

Understanding Aggression in Healthcare

Aggression can take many forms, ranging from hurtful comments to outright threats. It's vital to recognise that healthcare professionals dedicate their lives to providing quality care. They deserve to work in an environment free from hostility. The toll of aggressive interactions can extend beyond the staff; it affects other patients waiting for care, making their experiences less comfortable and more stressful.

For instance, in a recent survey among healthcare staff, the majority reported feeling anxious at work due to the fear of aggressive encounters. Both the psychological impact on staff and the disruption caused in patient care are significant reasons why confrontation must be minimised, as is the fact that aggression breaches Workplace Health and Safety Legislation.

Firm Policy on Aggression

We uphold a straightforward policy: any form of aggression results in immediate discharge from the service. Those who display inappropriate behaviour toward medical professionals, administrative staff or fellow patients will be asked to leave if in person, and if they are on the phone or on email, communication will be ended.

By maintaining a zero-tolerance stance on aggression, we aim to foster a climate that encourages compassion and care rather than fear and anxiety. Staff who feel safe and appreciated are able to be helpful, enthusiastic and caring.

Asking for help in a polite manner rather than being demanding or demeaning is appreciated. Young people who see parents get their way by being abusive, demanding, demeaning and threatening will copy these behaviours, including towards their parents.

The Right to a Safe Environment

It's crucial to understand that healthcare professionals should not have to tolerate aggression.

We urge patients and their families to express any concerns respectfully. Constructive dialogue leads to better outcomes, while unkind words can hinder the healing process for everyone.

Encouraging Respectful Communication

To build a culture of respect, appropriate communication is essential. If you feel dissatisfied with the care or service received, we welcome constructive feedback. We do not welcome bullying, belittling, name calling or communication intended to insult. We encourage taking a few days to consider the content of any communication written in the heat of the moment. This is a good rule for life.

Constructive feedback becomes demeaning or insulting when it's delivered with a negative intent, focuses on personal attacks rather than specific behaviours, lacks actionable suggestions, or is delivered in a harsh, disrespectful manner, ultimately hindering growth and fostering negativity. 

Here's a breakdown of when constructive feedback crosses the line:

1. Negative Intent and Personal Attacks:

• Focus on the person, not the behaviour:

Instead of addressing specific actions or areas for improvement, the feedback becomes a personal attack, focusing on the individual's character or worth.

• Harsh language and tone:

Using derogatory language, sarcasm, or a mocking tone can make the feedback feel demeaning and disrespectful.

• Lack of empathy:

Failing to acknowledge the recipient's feelings or perspective can create a hostile environment and make the feedback feel like an attack rather than an opportunity for growth. 

2. Lack of Actionable Suggestions and Solutions:

• Unclear or vague feedback:

If the feedback doesn't provide specific examples or actionable suggestions for improvement, it becomes frustrating and unhelpful.

• Focus on the negative without offering solutions:

Constructive feedback should aim to help the recipient improve, not just point out flaws. It should offer guidance and solutions to address the issues.

• Ignoring strengths and positive aspects:

A complete lack of acknowledgment of positive attributes or strengths can make the feedback feel one-sided and demoralising. 

3. Destructive Communication:

• Public shaming or humiliation:

Delivering feedback in a way that exposes the recipient to public embarrassment or ridicule is never constructive. 

• Creating a hostile or intimidating environment:

If the feedback creates a climate of fear or negativity, it's counterproductive and harmful. 

• Using feedback as a power play:

If the intention is to control or manipulate the recipient, the feedback is not constructive. 

In contrast, constructive feedback is characterised by:

• Focus on specific behaviours, not the person:

The feedback should address what the person did or didn't do, not make judgments about their character. 

• Clear, direct, and honest language:

The feedback should be easy to understand and avoid ambiguity or vagueness. 

• Actionable suggestions and solutions:

The feedback should offer practical steps the recipient can take to improve. 

• Respectful and empathetic communication:

The feedback should be delivered in a way that acknowledges the recipient's feelings and promotes a positive environment. 

• A focus on growth and improvement:

The goal of constructive feedback is to help the recipient learn and grow, not to tear them down. 

Moving Forward Together

Implementing a zero-tolerance policy towards aggression or inappropriate behaviour is vital for the safety and wellness of both staff and patients.

Your cooperation is essential in ensuring that our clinic remains a haven.

We thank you for your support in prioritising the well-being of all involved.