Zero tolerance policy

We treat all patients and visitors with dignity and respect, and we expect the same courtesy in return from you and any of your representatives. This respect extends to your financial responsibilities; invoices must be settled promptly and all information related to your payments must be transparent.

As an employer, the practice has a duty of care for the health, safety and well-being of our staff, and we are legally responsible for providing them with a safe and secure working environment.

Accordingly, we operate a zero tolerance policy towards any verbal or physical abuse, threatening behaviour, or conduct amounting to financial fraud.

Who this policy applies to

This policy covers the conduct of patients, anyone accompanying a patient, and anyone acting on a patient’s behalf. It applies in person at the clinic, by telephone, by email or written correspondence, and across any online or social media communication directed at the clinic or its staff.

Removal of patients from the clinic register

If a patient or their representative demonstrates any of the behaviours outlined below, we will remove them from the clinic register, and close their file. They will need to seek care elsewhere.

Behaviour we will not accept

• Attempted or actual aggressive or threatening physical actions towards any member of staff.
• Use of aggressive, threatening or abusive language, including shouting, swearing or an intimidating tone that causes distress to staff members.
• Violence of any kind.
• Racial, sexual or otherwise discriminatory remarks.
• Malicious allegations about staff, other patients or visitors.
• Offensive gestures or behaviour.
• Persistent or unrealistic demands, including threats or pressure used to obtain treatment, fees, outcomes or information to which the person is not entitled.
• Refusal to follow our appointment guide, clinic policies or clinic pathways.
• Wilful damage to practice property.
• Theft.
• Knowingly false, defamatory or malicious statements about the practice or its staff, in any medium, including online and social media.
• Vexatious, malicious or repetitive complaints. This means complaints or allegations made in bad faith, knowingly false allegations, repeated complaints about the same issue after a clear final response has been given, or complaints used to harass, intimidate or pressure staff rather than to raise a genuine concern.
• Financial dishonesty and insurance misuse (see below)

Financial dishonesty and insurance misuse

Patients are responsible for payment of fees in accordance with our fees and terms. Where treatment is funded by an insurer or third party, the patient remains responsible for ensuring that cover is valid, authorised and sufficient. Any shortfall, excess, declined invoice or non-covered treatment remains the patient’s responsibility unless otherwise agreed in writing.

Where treatment is funded by an insurer or third party, the patient remains responsible for ensuring that cover is valid, authorised and sufficient. Any shortfall, excess, declined invoice or non-covered treatment remains the patient’s responsibility unless otherwise agreed in writing.

Midland Skin will not accept financial dishonesty or misuse of insurance arrangements. Examples include:

• Failure to settle invoices within the agreed timeframe.
• Using disguised or third party payments intended to conceal the true payer or source of funds.
• Supplying falsified, expired or inactive insurance details.
• For insurance-funded patients, it is your responsibility to ensure your cover is current and sufficient for the services you request.
• Providing misleading information or falsified symptoms in order to obtain treatment that is not covered under your insurance policy or not offered by us under any insurance arrangement. The appointment guide clarifies the services we offer under insurance arrangements and you should check with the staff if you are not sure before making an appointment.
• Any other attempt to obtain reimbursement to which you are not entitled.

Our staff have the right to terminate a consultation or correspondence immediately if they experience any of the above behaviours. We will prosecute anyone who assaults, threatens or defrauds the practice. If you are removed from the register, future contact must be made in writing, and we reserve the right not to respond.