Zero Tolerance Policy

At Zoto, following national guidelines, we have a strict Zero Tolerance Policy regarding the treatment of our healthcare staff and patients.

We are committed to providing all patients with high-quality care in a safe and supportive environment. Equally, we have a responsibility to ensure that our staff can perform their duties in a workplace that is safe, respectful, and free from abuse. This policy applies to all staff working for us, whether at our premises, at home or elsewhere, as well as our patients and their carers or other representatives. This includes all of our clinicians and administrative staff, as well as any contractors working for us.

We operate on the principle of mutual respect. Our staff are trained to assist you professionally and compassionately, addressing a wide range of situations with care and understanding.

Protecting Our Staff
The safety and wellbeing of our staff are of the highest priority. Our employees have the right to carry out their work without fear of abuse or intimidation. Any form of abusive, threatening, aggressive, manipulative, or violent behaviour towards staff will not be tolerated.

This includes unacceptable conduct in all forms of communication, whether in person, by phone, email, online platforms, or social media.

Protecting Our Patients

Zoto is committed to ensuring that all patients are treated with dignity and respect. Unacceptable behaviour is not limited to conduct directed at our staff, but includes any behaviour by one patient that causes distress, harm, or harassment to another patient.

Any patient who engages in harassment, intimidation, discriminatory conduct, or any other form of abusive behaviour toward a fellow patient may be subject to the same actions outlined in this policy, including discharge and referral to the appropriate authorities. This shall include any such conduct against a patient’s carer or other representative acting on behalf of a patient.

Actions We May Take
We reserve the right to issue a formal warning, suspend or refuse service, discharge, or cease contact with anyone exhibiting such behaviour toward our staff, patients or others. Additionally, we are obliged to report any safety concerns involving patients, staff, or the public to the appropriate authorities, including the police.

We also reserve the right to keep records of such incidents in line with our data protection policy.

Examples of Unacceptable Behaviour
While not exhaustive, behaviours that are prohibited include:

• Shouting or raised voices
• Verbal abuse or derogatory remarks aimed at staff or the organisation
• Racial abuse, sexual harassment, or any form of discrimination or harassment due to an actual or perceived protected characteristic
• Bullying or intimidation
• Offensive gestures
• Persistent or unreasonable demands that disrupt services
• Manipulative behaviour intended to coerce staff
• Repeated interruptions that prevent staff from providing necessary information
• Attempts to fraudulently obtain drugs, services, free appointments, or medication
• Damage to property or equipment
• Violent, threatening or intimidating actions causing distress to staff

Regarding Threats of Self-Harm
We take threats of self-harm very seriously and are dedicated to supporting patients in need. However, patients who make false threats of self-harm to secure services, prescriptions, expedited care, refunds, or free products divert crucial resources and pose risks to staff safety. We reserve the right to discharge any patient found to be using such tactics.

Final Note
This list of unacceptable behaviours is not exhaustive. Zoto reserves the right to issue warnings or discharge patients without fulfilling prescriptions in other circumstances deemed necessary to protect the safety and wellbeing of our staff and patients.