1. Purpose

Ponti Health is committed to protecting the psychological and physical safety of our administrative and clinical teams. This policy sets out our zero-tolerance approach to threatening, menacing, racist, sexist, disrespectful or intimidating behaviour directed at our staff, and applies to all patients and anyone attending or contacting the practice on a patient's behalf.

2. Scope

This policy applies to all contact with Ponti Health, including but not limited to:

• Conversations in person, on the phone or via video call

• Emails, text messages and messages sent through any practice system, portal or channel

• Interactions with administrative staff, clinical staff or any other member of the Ponti Health team

• Conduct at our Surry Hills practice, and conduct that occurs off-site but relates to Ponti Health, including online reviews and social media

3. Behaviour that is not tolerated

The following will not be tolerated under any circumstances, regardless of the reason given for it:

• Threats or menacing behaviour, whether explicit or implied

• Racist, sexist or otherwise discriminatory language or conduct

• Disrespectful, demeaning or intimidating language or behaviour

• Any conduct intended, or reasonably likely, to make a member of our team feel unsafe

We understand that ill health, pain and frustration are difficult, and our team will always extend patience and compassion. This policy addresses conduct that crosses the line into making a staff member feel threatened, unsafe or belittled.

4. What happens if this policy is breached

Any staff member who experiences behaviour of this kind is supported to end the interaction immediately and report it to the practice. Depending on the nature and severity of the breach, Ponti Health may:

• Issue a formal warning

• Require all further communication to go through a nominated staff member

• Suspend or decline future appointments with all clinicians at Ponti Health

• End the patient's care with the practice and, where appropriate, provide referral information

• Arrange transfer of the patient's records to their new medical provider 

• Cease all communication, including the patient's ability to contact or interact with Ponti Health by email, telephone, SMS, social media or otherwise

Any behaviour involving a threat to the safety of any person will also be reported to NSW Police.

5. Ownership

This policy is owned by the practice owner and reviewed periodically to ensure it continues to reflect Ponti Health's standards.