Undefeeted Podiatry

Respectful Behaviour & Safety Policy

Our Commitment

At Undefeeted Podiatry, we are committed to providing a safe, welcoming and respectful environment for every person who enters our clinic.

Our team is dedicated to delivering high-quality healthcare with professionalism, compassion and respect. In return, we ask that all patients, family members, carers, support workers and visitors treat our staff and fellow patients with the same courtesy and respect.

We are committed to ensuring every person attending our clinic feels:

• Safe
• Respected
• Welcome
• Listened to
• Free from discrimination, harassment, intimidation and abuse

This policy has been developed to protect the physical and psychological wellbeing of everyone within our clinic and to ensure we can continue delivering safe, high-quality healthcare.

Our Expectations

We ask that all patients, family members, carers, support workers, contractors and visitors:

• Treat all staff, patients and visitors with courtesy and respect.
• Communicate in a calm and respectful manner.
• Follow reasonable directions provided by clinic staff.
• Respect the privacy and confidentiality of others.
• Respect clinic policies and appointment procedures.
• Help us maintain a safe, welcoming and professional environment for everyone.

Respect is expected regardless of age, culture, disability, gender identity, religion or personal beliefs.

Behaviour We Cannot Accept

Undefeeted Podiatry has zero tolerance for behaviour that places our staff, patients or visitors at risk or prevents us from providing safe healthcare.

Examples of unacceptable behaviour include, but are not limited to:

• Verbal abuse.
• Aggressive or intimidating behaviour.
• Yelling or shouting at staff.
• Swearing directed towards another person.
• Threats of violence.
• Physical assault.
• Sexual harassment or inappropriate comments.
• Bullying or intimidation.
• Racist, discriminatory or hateful language.
• Deliberate damage to clinic property.
• Recording staff or other patients without consent.
• Refusing to follow reasonable directions from staff.
• Any behaviour that causes another person to feel unsafe, threatened or intimidated.

Staff Safety

Undefeeted Podiatry is committed to providing a safe workplace for every member of our team.

No staff member is expected to tolerate abuse, intimidation, harassment or threatening behaviour in order to continue providing healthcare.

Every employee has the authority to pause or conclude a consultation where they reasonably believe their physical or psychological safety, or the safety of another person, has been compromised.

Where appropriate, staff will always endeavour to resolve concerns respectfully and professionally. However, the safety of our patients, visitors and team members will always take priority.

Illness & Infection Control

To protect vulnerable patients and our staff, we ask that patients do not attend the clinic if they are experiencing symptoms of a contagious illness unless prior arrangements have been made.

If a patient presents while unwell and their attendance may place others at risk, Undefeeted Podiatry reserves the right to:

• Pause or conclude the consultation.
• Reschedule the appointment.
• Convert the consultation to Telehealth where clinically appropriate.
• Apply the clinic's Cancellation & Appointment Policy where applicable.

Please refer to our Illness & Infectious Disease Policy for further information.

If Behaviour Becomes Inappropriate

Our team will always attempt to resolve concerns respectfully wherever possible.

If behaviour continues or escalates, Undefeeted Podiatry may:

• Pause or conclude the consultation.
• Ask the individual to leave the clinic.
• Request assistance from another staff member.
• Contact the Clinic Director.
• Contact Victoria Police if there is an immediate threat to safety.
• Refuse future appointments.
• Discharge the patient from the practice where appropriate.

These decisions are made to protect the safety and wellbeing of our staff, patients and visitors.

Feedback & Complaints

We recognise that concerns or misunderstandings can occasionally occur.

If you are dissatisfied with any aspect of your care or experience, we encourage you to raise your concerns respectfully with a member of our team or by contacting the Clinic Director.

We are committed to listening, investigating concerns fairly and working towards an appropriate resolution.

Aggressive, abusive or threatening behaviour is not an acceptable way to communicate concerns and will be managed in accordance with this policy.

Documentation & Incident Management

Where behaviour breaches this policy, our team may document the incident within the patient's clinical record and complete an internal incident report.

Depending on the circumstances, the Clinic Director may determine one or more of the following actions:

• No further action.
• Verbal reminder of the clinic's expectations.
• Written warning.
• Recovery of consultation fees where applicable.
• Temporary suspension of services.
• Permanent discharge from Undefeeted Podiatry.
• Notification of an authorised representative or Support Coordinator where appropriate and permitted.
• Notification of external authorities where required by law.

Each situation will be assessed individually, taking into account the seriousness of the behaviour, previous incidents and any relevant circumstances.

Safeguarding & Mandatory Reporting

Undefeeted Podiatry is committed to safeguarding children and vulnerable people.

Where there are reasonable grounds to believe that a child or vulnerable person may be experiencing abuse, neglect or harm, our clinicians will meet their legal and professional obligations, including making reports to the appropriate authorities where required.

Where appropriate and permitted under privacy legislation, incidents involving NDIS participants may also be communicated to an authorised Support Coordinator, Plan Manager or Guardian to support the participant's ongoing care and safety.

Emergency Situations

If an individual refuses to leave the premises after being requested to do so, or staff believe there is an immediate risk to the safety of any person, Victoria Police may be contacted.

The safety of our patients, visitors and staff will always take priority over continuing a consultation.

Our Shared Commitment

Healthcare works best when patients and clinicians work together with kindness, patience and mutual respect.

By attending Undefeeted Podiatry, patients, family members, carers, support workers and visitors acknowledge and agree to conduct themselves in accordance with this Respectful Behaviour & Safety Policy.

Undefeeted Podiatry reserves the right to refuse or discontinue services where behaviour is inconsistent with this policy.

Thank you for helping us create a safe, welcoming and respectful environment for everyone.