01/20/2026
A litte PSA based on an experience we had at the clinic today:
Any aggression or abuse directed towards our staff will not be tolerated.
Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. The use of swear words in written or verbal communication will not be tolerated and these communications will not be responded to. Swearing at staff members will not be tolerated.
We also consider inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations, to be abusive behaviour.
A demand becomes unacceptable when it starts to, or when complying with the demand would, impact excessively on the work of our staff. Or when dealing with the matter takes up an excessive amount of staff time and in so doing, disadvantages other members of the public.
For example:
- Repeatedly demanding responses within an unreasonable timescale
- Insisting on seeing or speaking to a particular member of staff when that is not possible;
- Repeatedly posing a question time and again, when a response has already been given, because the individual may not like the answer they have received.
Any staff member who directly experiences aggressive or abusive behaviour has the authority to deal immediately with that behaviour in a manner they consider appropriate to the situation and which is in line with this policy.
Staff will end telephone calls or communication if they consider the caller aggressive, abusive or offensive. Our staff have the right to make this decision, to tell them their behaviour is unacceptable and to end the call if the behaviour then persists.
If behaviour persists in future correspondence, we will tell the person in writing that we will not permit any further contact from them.
Where someone repeatedly demands a response on an issue on which they have already been a given a clear answer, we may refuse to respond to further enquiries from the person.
We have policies in place for a reason and will consider them on a case by case basis. If you do fail to comply with the policies, you may not appreciate the results and being abusive or aggressive will not make us change our decision.
