Staying Safe at Rosedale Medical Practice

3-Point Zero-Tolerance Policy

Staying safe in our medical practice: At Rosedale Medical Practice West Pennant Hills, we are committed to providing safe, respectful, and high-quality healthcare. Our 3‑point zero‑tolerance policy sets clear expectations for behaviour and explains how we protect patients, staff, and the care environment.

This medical practice zero-tolerance policy exists to protect our patients, our reception and clinical teams, and the safe delivery of care. It sets clear expectations for behaviour and explains how our practice responds when those standards are not met.

 

Rosedale Medical Practice warm and inviting waiting room in West Pennant Hills

Maintaining a Culture of Trust and Mutual Respect

We are a S.A.F.E Practice

Rosedale Medical Practice is a S.A.F.E. practice.
S – Speak respectfully.
A – Abuse is not accepted.
F – Format doesn’t matter (in person, phone, or online).
E – Enforcement protects everyone.

Our Approach

Our approach to safety is simple, clear, and consistent. Our 3‑point zero‑tolerance policy applies to everyone who enters or contacts our practice — including patients, families, carers, and visitors.

    1. Respectful Behaviour is Essential

    Everyone has the right to be treated with dignity and respect.

    This includes:

    • Patients and visitors

    • Our reception team

    • Nurses, doctors, and allied health professionals

    • Administrative and support staff

    Respectful communication is a fundamental requirement for safe, effective healthcare and continuity of care in a medical practice.

    2. Abuse or Disrespect Will Not Be Accepted

    Under our medical practice zero tolerance policy, we do not accept abusive, aggressive, threatening, or disrespectful behaviour toward any member of our team.

    Unacceptable behaviour includes (but is not limited to):

    • Verbal abuse, shouting, swearing, or aggressive tone

    • Threatening language or behaviour

    • Harassment, bullying, or intimidation

    • Discriminatory, racist, sexist, or offensive remarks

    • Repeated disregard for staff instructions or practice policies

    • Abusive or inappropriate communication via phone, email, social media, or online platforms

    This policy applies to behaviour occurring:

    • In person

    • Over the phone

    • In writing or electronically

    3. Clear Boundaries Protect Everyone

    Clear boundaries are essential for staying safe in healthcare.

    When behaviour crosses boundaries, our medical practice may take action to protect staff and patients, including:

    • Ending an interaction or consultation

    • Restricting communication to written channels only

    • Declining non-urgent care

    • Transferring care where appropriate

    • Contacting security or police if safety is at risk

    These actions are taken in line with our medical practice zero tolerance policy, clinical judgement, and legal obligations.

      Why Staying Safe Matters in Healthcare

      How This Policy Supports Safe Patient Care

      Our medical practice zero tolerance policy is about safety, quality, and trust in healthcare.

      By setting clear expectations for respectful behaviour, this policy helps ensure that:

      • Patients can access care in a calm, supportive, and non-threatening environment
      • Clinicians can focus fully on clinical decision-making without distraction or fear
      • Reception staff can manage appointments, results, and enquiries accurately and safely
      • Communication remains clear, professional, and clinically appropriate
      • Continuity of care is preserved for patients who engage respectfully

      A safe care environment supports better listening, better decision-making, and better health outcomes. This is particularly important for long-term and shared-care arrangements, including chronic disease management and ADHD continuation prescribing.

      Clear boundaries allow our team to deliver care consistently, fairly, and in line with professional standards – while protecting access to care for all patients.

      We recognise that illness, stress, and frustration can be challenging. However, these factors do not justify abusive or disrespectful behaviour.

      Respectful communication is a fundamental requirement for:

      • Ongoing GP care
      • Shared-care arrangements (including ADHD continuation prescribing)
      • Safe clinical decision-making and continuity of care

      If respectful engagement is not possible, continuation of care may not be appropriate.

      This zero-tolerance policy aligns with:

      Rosedale Medical Practice has a legal obligation to provide a safe working environment for its staff.

      Rosedale Medical Practice reception desk

      Providing Feedback and Raising Concerns

      How to Raise Concerns Safely and Respectfully

      We welcome feedback, questions, and concerns when they are raised respectfully through the appropriate channels:

      We are always willing to listen and assist, provided communication remains respectful.