POLICY
Expected Behaviour Policy
Purpose
Drummond Dermatology is committed to providing a safe, respectful and professional environment for patients, carers, visitors, contractors and staff.
This policy outlines the standards of behaviour expected from everyone attending or interacting with the practice.
The practice seeks to foster a culture of mutual respect, courtesy and dignity
Our Commitment
Drummond Dermatology is committed to:
- Treating all patients fairly and respectfully
- Providing care free from discrimination
- Maintaining patient privacy and confidentiality
- Providing a safe workplace for staff
- Managing concerns and complaints professionally
- Supporting cultural safety and inclusion
We ask patients and visitors to extend the same courtesy to our staff and other patients.
Respectful Behaviour
The following behaviours are expected:
- Treating staff and other patients with courtesy and respect
- Communicating calmly and appropriately
- Respecting the privacy of others
- Following reasonable requests from staff
- Attending appointments on time
- Providing accurate information relevant to care
- Respecting practice policies and procedures
Patients are encouraged to ask questions and raise concerns if they are dissatisfied with any aspect of their care.
Cultural Safety and Inclusion
Drummond Dermatology welcomes patients from all backgrounds.
The practice is committed to:
- Respecting cultural diversity
- Respecting Aboriginal and Torres Strait Islander peoples
- Respecting religious and cultural beliefs
- Respecting gender diversity
- Supporting people living with disability
- Providing care free from unlawful discrimination
The practice expects all patients and visitors to demonstrate the same respect towards others.
Unacceptable Behaviour
The following behaviours are not acceptable:
Aggressive Behaviour
- Shouting
- Intimidation
- Threatening language
- Verbal abuse
- Harassment
- Bullying
Physical Violence
- Assault
- Attempted assault
- Physical intimidation
- Throwing objects
- Damage to property
Discriminatory Behaviour
- Racist remarks
- Sexist remarks
- Homophobic or transphobic remarks
- Religious harassment
- Discriminatory behaviour of any kind
Inappropriate Conduct
- Offensive language
- Persistent disruptive behaviour
- Deliberate interference with practice operations
- Filming or recording without permission
- Refusal to comply with reasonable safety requirements
Online Misconduct
- Abusive emails
- Harassing electronic communications
- Threatening social media activity directed at staff
- Repeated inappropriate contact after requests to cease
Behaviour Influenced by Illness or Disability
The practice recognises that medical conditions, cognitive impairment, mental illness, neurodiversity, acquired brain injury and other disabilities may influence behaviour.
Where appropriate, the practice will make reasonable adjustments and seek to understand the circumstances contributing to behaviour.
Safety of staff, patients and visitors remains paramount.
Complaints and Disagreements
Patients have the right to:
- Ask questions
- Seek clarification
- Express dissatisfaction
- Make complaints
- Request a second opinion
The practice encourages concerns to be raised respectfully so that they can be addressed constructively.
Making a complaint will not adversely affect a patient’s ongoing care.
Managing Unacceptable Behaviour
Where unacceptable behaviour occurs, the practice may:
- Remind the individual of expected standards
- Request that behaviour cease
- End a telephone call
- End an email exchange
- Require future communications to be in writing
- Request a support person attend future consultations
- Ask a person to leave the premises
- Involve security or police if necessary
The response will be proportionate to the circumstances.
Termination of the Doctor–Patient Relationship
In rare circumstances, the practice may determine that continuation of the therapeutic relationship is not appropriate.
Reasons may include:
- Serious threats to staff or patients
- Repeated abusive behaviour
- Violence or intimidation
- Persistent refusal to comply with reasonable practice requirements
- Conduct creating an unsafe environment
Where clinically appropriate, reasonable steps will be taken to facilitate transfer of care.
Termination of care will not occur in circumstances where it would place a patient at immediate risk of harm.
Recording and Privacy
To protect privacy and confidentiality:
- Audio recording is not permitted without consent.
- Video recording is not permitted without consent.
- Photography of staff, patients or clinical areas is not permitted without consent.
Any recording made without consent may result in termination of the consultation.
Safety of Children
Parents and carers remain responsible for supervising children attending the practice.
The practice is committed to maintaining a safe environment for children and vulnerable persons.
Staff Responsibilities
Staff are expected to:
- Treat all patients respectfully
- Remain professional during difficult interactions
- Maintain confidentiality
- Escalate concerns where appropriate
- Seek assistance if safety concerns arise
Review of Behavioural Incidents
Significant incidents may be documented and reviewed as part of the practice’s quality improvement and risk management processes.
Related Policies
- Practice Policy
- Privacy Policy
- Fee Policy
- Complaints Management Policy
- Work Health and Safety Procedures
Policy Information
Policy: Expected Behaviour
Version: 2.0
Effective Date: 1 June 2026
Review Date: 1 June 2028
Approved By: Dr Catherine Drummond
Drummond Dermatology
Suite 16, Francis Chambers
40-42 Corinna St, Phillip ACT 2606
The best way to contact us is via email
E: contact@drumderm.com.au
P: +61 2 5114 2682
F: +61 2 5114 2684
Office Hours
Monday: Closed
Tuesdays and Thursdays: 9.00am – 4.00pm
Wednesdays: 9.00am – 3.00pm
Friday: 9.00am – 2.00pm
How to get here
Drummond Dermatology pays respect to all First Nations Australians on whose traditional lands we meet and work, and whose cultures are among the oldest continuing cultures in human history.