Patient Conduct Policy

 

Effective from 3rd March 2025

Review Date 3rd December 2025

Date]

1. Purpose

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This policy outlines the expected standards of conduct for patients at The DOCTORS Hope Island to ensure a safe, respectful, and welcoming environment for all patients, staff, and visitors.

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2. Scope

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This policy applies to all patients, carers, and visitors attending The DOCTORS Hope Island, whether in person, via phone, or through electronic communication.

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3. Patient Responsibilities

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Patients are expected to:

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• Treat all staff, doctors, nurses, and other patients with respect and courtesy.

• Communicate honestly with healthcare providers about their medical history and current health concerns.

• Follow clinic procedures, including appointment scheduling, cancellations, and payment requirements.

• Abide by confidentiality and privacy requirements, respecting the rights of other patients.

• Follow medical advice and treatment plans or discuss any concerns with their healthcare provider.

• Inform the clinic of any changes to personal details (e.g., contact information, Medicare details).

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4. Unacceptable Conduct

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The following behaviours will not be tolerated and may result in refusal of service or legal action:

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• Abusive, aggressive, or violent behaviour, including yelling, threats, intimidation, or physical violence.

• Discriminatory or offensive language, including racism, sexism, or harassment.

• Damage to clinic property or disruption of clinic operations.

• Recording or photographing staff or other patients without consent.

• Misuse of prescription medications or fraudulent requests for medication.

• Failure to comply with clinic policies, safety measures, or staff instructions.

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5. Consequences of Breaching This Policy

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If a patient engages in unacceptable conduct, The DOCTORS Hope Island may take the following actions:

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1. Verbal Warning – Staff will request that the behaviour cease immediately.

2. Written Warning – A formal notice may be issued if the behaviour continues.

3. Refusal of Service – The clinic may refuse to provide further appointments or treatment.

4. Permanent Ban – In severe cases, patients may be removed from the practice permanently.

5. Police Involvement – If threats, violence, or illegal activity occur, the clinic may contact law enforcement.

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6. Reporting and Complaints

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• Patients who witness or experience misconduct may report concerns to the Practice Manager.

• Complaints will be handled confidentially and in accordance with the clinic’s complaint resolution process.

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7. Policy Review

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This policy will be reviewed annually or as required to comply with legal and regulatory changes.

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For further information, contact:

Chief Operation Officer 
Phone: 07 5613 2022
Email: admin@embracemedical.au