We value our staff and feel that it is important that clients behave in an acceptable manner towards them. Milestone Vets operates a zero tolerance policy with regard to violence, abuse and demanding behaviour.
This practice will not tolerate unacceptable behaviour e.g. clients swearing at staff, shouting or being aggressive, bullying or racist and being demanding. Clients will be given a warning should any staff experience such incidents.
The practice has the right to remove violent clients with immediate effect in order to safeguard practice staff, clients and animals.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety.
In this situation, we will notify the client in writing of their removal from the practice and record it in the clients animal records stating the fact of the removal and the circumstances leading to it.
What we expect....
OUR PRACTICE STAFF ARE HERE TO HELP YOU. OUR AIM IS TO BE AS POLITE AND HELPFUL AS POSSIBLE TO ALL CLIENTS.
IF YOU CONSIDER THAT YOU HAVE BEEN TREATED UNFAIRLY OR INAPPROPRIATELY, PLEASE ASK THE RECEPTION STAFF TO CONTACT THE PRACTICE MANAGER, WHO WILL BE HAPPY TO ADDRESS YOUR CONCERNS.
HOWEVER, INAPPROPRIATE OR AGGRESSIVE BEHAVIOUR WILL NOT BE TOLERATED UNDER ANY CIRCUMSTANCES AND CLIENTS WHO ARE ABUSIVE MAY BE REMOVED FROM THE PRACTICE.