Zero Tolerance Policy

Policy statement

At Clarendon Dental Spa, we are committed to providing a safe, respectful and welcoming environment for our patients, visitors and staff. We expect all interactions to be conducted with courtesy and mutual respect.

Our team is committed to treating every patient with dignity, compassion and professionalism. In return, we ask that all patients and visitors treat our staff with the same respect.

We understand that attending the dentist can sometimes be stressful or anxiety-inducing. However, aggressive, abusive or threatening behaviour towards any member of our team, other patients or visitors will not be tolerated under any circumstances.

If you are unhappy with any aspect of your care or service, we encourage you to raise your concerns politely with a member of staff or ask to speak to our Practice Manager, Chesley Van Der Veen. We will always aim to resolve concerns fairly and professionally.

Zero tolerance

Clarendon Dental Spa operates a Zero Tolerance Policy towards any form of violence, aggression, abuse or intimidation.

Any patient or visitor displaying unacceptable behaviour may be asked to leave the premises immediately. Depending on the severity of the incident, the practice reserves the right to:

• Issue a verbal or written warning.
• Remove the patient from the practice list (where appropriate).
• Terminate any ongoing treatment where it is safe and appropriate to do so.
• Report the incident to NHS England or the relevant NHS authority where applicable (contact details are set out in our Complaints policy).
• Contact the Police where a criminal offence has occurred or where staff or patient safety is threatened.

Unacceptable behaviour

The following behaviours are unacceptable and will not be tolerated:

Physical violence or threats

• Physical assault or attempted assault towards any member of staff, patient or visitor.
• Threatening violence or making intimidating threats.
• Deliberate damage to practice property.
• Theft from the practice, staff or other patients.

Verbal and psychological abuse

• Shouting, swearing or using offensive language.
• Verbal abuse or intimidation.
• Psychological abuse, bullying or harassment.
• Aggressive gestures or behaviour intended to intimidate staff.
• Invading a member of staff’s personal space or attempting to assert physical dominance.

Discriminatory behaviour

Abuse, harassment or discrimination relating to any protected characteristic, including but not limited to:

• Age
• Disability
• Race or ethnicity
• Religion or belief
• Sex
• Gender reassignment
• Sexual orientation
• Pregnancy or maternity

Sexual harassment

Any unwanted sexual comments, jokes, gestures, advances or physical contact towards members of staff or other patients.

Alcohol and drugs

Attending the practice under the influence of alcohol or illegal drugs, or consuming such substances on the premises where behaviour becomes disruptive or poses a risk to others.

Persistent unreasonable behaviour

The practice also reserves the right to take action where a patient’s behaviour becomes persistently unreasonable, even if it does not involve threats or violence.

Examples include:

• Persistent or unrealistic demands that place unreasonable pressure on staff.
• Becoming aggressive when appointments cannot be offered immediately.
• Repeatedly requesting different clinicians without a clinical reason.
• Repeated, unreasonable criticism of staff or the practice.
• Contacting clinicians outside of normal practice channels without consent.
• Repeated abusive telephone calls, emails or social media messages.

Such behaviour may result in a verbal warning, followed by a written warning. Continued unacceptable behaviour may result in removal from the practice list.

Our commitment

We are committed to providing high-quality dental care in a safe environment. Our staff have the right to work without fear of abuse, intimidation or violence, and we will always take appropriate action to protect their wellbeing.

We thank all our patients for helping us maintain a respectful and safe environment for everyone.

Review

Reviewed: 4th June 2026
Next review date: 3rd June 2027