Newcastle Lung Group takes it very seriously if a member of staff is treated in an abusive or violent way.

We have a ZERO TOLERANCE approach to any verbal, aggressive and violent abuse towards our Doctors, Secretaries, Laboratory Technicians and other patients. Our Doctors and staff have a right to care for others without fear of attack or abuse. To successfully provide these services, mutual respect between all staff and patients must be in place. Dealing with people who are abusive or aggressive towards our staff and our patients takes us away from caring for you.

All our staff aim to be polite, helpful, and sensitive to each patient’s individual needs and circumstances. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with any misunderstanding or complaint.

Aggressive behavior, be it violent or abusive, will not be tolerated. Abusers will be required to leave the Practice and be asked to transfer their care to another practice. In extreme cases, including refusal to leave the Practice, the police will be called. We have the right to refuse treatment and take further action against anyone who threatens the safety of our staff and our patients.

In order for the practice to maintain good relationships with our patients, the practice would like to ask all patients to read and take note of the following unacceptable behaviors:

• Using offensive language or swearing at practice staff
• Any physical violence towards any member of the Practice Team or other patients
• Verbal abuse towards the staff in any form including verbally insulting the staff
• Racial abuse and sexual harassment will not be tolerated within this practice
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
• Causing damage/stealing from the Practice’s premises, staff or patients
• Obtaining drugs and/or medical services fraudulently

Finally, we ask you to treat our Doctors and staff courteously at all times.

NEWCASTLE LUNG GROUP PTY LTD