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Zero Tolerance Policy: Ensuring Safety and Respect at Vital Leaf

Introduction

Vital Leaf fully supports the UK government’s ‘Zero Tolerance’ initiative, which safeguards healthcare workers’ right to provide care without fear of harm or mistreatment. We believe that mutual respect between staff and patients is essential for delivering effective and compassionate services.

Our commitment to respect and safety

At Vital Leaf, our team is dedicated to being courteous, helpful, and attentive to the unique needs of every patient. We understand that healthcare professionals often face challenging and demanding situations, and we strive to handle every interaction with care and professionalism.

However, we also recognise that illness or stress can sometimes lead to difficult behaviour. While we approach misunderstandings or complaints with empathy, we will not tolerate any form of abusive, threatening, or disrespectful conduct. Such behaviour may result in its removal from our patient registry and could be reported to the police for further investigation.

Unacceptable behaviour

To maintain a safe and respectful environment, we ask all patients to be aware of the following behaviours, which are considered unacceptable at Vital Leaf. This applies to interactions in person, over the phone, or via email and social media:
  • Using offensive language or swearing towards staff
  • Any form of physical aggression, including pushing, shoving, or inappropriate contact
  • Verbal abuse, threats, or insults directed at staff or other patients
  • Sexual harassment, racial abuse, or discrimination based on disability, religion, sexual orientation, or gender identity
  • Damaging or stealing property from Vital Leaf premises, staff, or patients
  • Attempting to obtain medications or services illegally
  • Persistent or unreasonable demands that place undue stress on staff
While we strive to fulfil requests whenever possible, we will always explain clearly when we are unable to meet certain demands.

Removal from the vital leaf patient registry

A positive relationship between Vital Leaf and our patients is built on trust and mutual respect. Removal from our patient registry is a rare and last-resort measure, taken only when the relationship has been irreparably damaged and it is in the best interests of both parties to part ways.

In cases involving police intervention, immediate removal from the registry may occur.

Impact on household members

If one household member is removed from our registry due to unacceptable behaviour, we may also need to reconsider our ability to care for other household members. This decision is made to ensure the safety and well-being of our staff and to avoid complications arising from ongoing contact with the removed individual.

Policy monitoring and review

In line with the Equality Act 2010, we regularly review this policy to assess its impact on different groups of staff and patients. This helps us identify and address any disparities that may negatively affect specific groups.

We review the policy at least annually, or more frequently if significant events, incidents, or changes in legislation necessitate it.

Conclusion

At Vital Leaf, our Zero Tolerance Policy reflects our commitment to creating a safe, respectful, and supportive environment for both staff and patients. We appreciate your understanding and cooperation in helping us maintain these standards.

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