PATIENT AND TEAM SAFETY - Zero Tolerance Policy

Our Commitment

We are committed to providing a safe and respectful work environment for our staff. Violent behavior, whether physical or verbal, including threats, will not be tolerated. If such behavior occurs, you will be asked to leave or the phone communication will be terminated. This may result in immediate dismissal as a patient.

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Resolving Conflicts

Most conflicts or miscommunications can be resolved through calm, respectful and open communication. Verbal abuse and harassment of our staff are not tolerated. This includes yelling, swearing, or any other abusive behavior.

 

Policy Overview
We strive to ensure that you feel respected and welcomed in our clinic, and we expect the same respect from our patients. The physician may end the patient-physician relationship if a patient engages in behavior that significantly disrupts the practice, including abusive or threatening language, or when the patient poses a risk of harm to the physician, staff, colleagues, and/or other patients.

 

Enforcement
Our clinic has a strict zero-tolerance policy for inappropriate behavior in any form, whether in person, by phone, voicemail, or in writing. If a team member observes or is subjected to harassment, threats, discrimination, racism, disrespectful, demeaning, violent, or abusive behavior and/or language, the offending individual will be immediately removed, and their care will be discharged from the clinic and the physician's practice.

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MOA EMAIL ACCOUNT USE

Email is not a secure method of transferring personal health information.  It is our clinic’s strict policy that the clinic MOA email account should not be used to send personal health information. This Policy is strictly adhered without exception. Additionally, the clinic MOA account is not a means to communicate with Dr. Madhani.

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All emails not respecting this policy will be securely destroyed to safeguard against risks.

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PATIENT AND DOCTOR COMMUNCIATION

All communication between Dr. Madhani and the patient must occur during scheduled appointment times and should respect appointment boundaries including appointment time limitations, respect other patient appointment times which follow and should be pertinent to addressing the referral question asked by the referring physician.  

 

POLICY RATIONALE

The rationale for this policy is to prevent negative impacts to patient care.  These include but are not limited to difficulties confirming the identity of the patient in an incoming email and difficulties ensuring the correct recipient with only the patient’s name and email address as other patients in the practice may have similar names.  

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Additionally, there is the risks of misinterpreting the content of an email which may lead to adverse health consequences.   There are inherent risks to email communication which can result in serious privacy and security issues as email can be intercepted by unauthorized parties, as well can be altered and forwarded to unintended recipients. The personal health information being emailed may leave Canada during transmission, and may be subject to laws in other jurisdictions that have inadequate protections or no protections at all.

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