Respectful Conduct (aka Zero Tolerance) Policy
Purpose
Our clinic is committed to providing safe, respectful, and professional care to all patients and staff.
In return, respectful communication is expected from all patients and visitors.
This policy applies to all in-person, telephone, and written interactions with the clinic.
Expected Conduct
Patients are expected to communicate in a respectful and appropriate manner with physicians, staff, and allied healthcare providers.
Unacceptable Behaviour
The following behaviours are not tolerated:
Verbal abuse, harassment, or intimidation
Aggressive, threatening, or disruptive conduct
Persistent inappropriate or disrespectful communication
Any behaviour that interferes with safe or effective clinic operations
Clinic Response
Where inappropriate behaviour occurs, the clinic may:
Provide a warning and clarify expectations
Modify communication or booking processes
Decline to book non-urgent appointments
Terminate the physician–patient relationship in accordance with professional obligations and standards of the College of Physicians and Surgeons of British Columbia
Pre-encounter conduct: Where a referred patient or their representative engages in unacceptable behaviour prior to the first scheduled appointment (including during scheduling or intake), the clinic may decline to establish a physician-patient relationship, return the referral to the referring physician, and advise that an alternative surgical consultation be arranged. The referring physician will be notified in writing. No transfer of care obligations arise in this circumstance.
Post-encounter termination: Where the physician-patient relationship has been established and subsequently terminated in accordance with the professional obligations and standards of the College of Physicians and Surgeons of British Columbia, the patient will be advised in writing to follow up with their family physician (or referring physician) for any ongoing surgical needs and future referrals. The clinic will support continuity of care only to the extent required by professional standards, without obligating a direct transfer to another surgeon within the same clinical network.