Client Behaviour Expectations Policy
Purpose
To establish the Peninsula Paediatric Psychology’s expectations of our client’s behaviour when engaging with staff and team members either over the telephone, email or face to face.
Scope
This procedure relates to all team members (administration, clinical, staff and contractors) in relation to direct contact with clients or the public via any modalities (email, phone, in person, telehealth)
Policy Statement
It is Peninsula Paediatric Psychology’s policy that we provide a safe and comfortable place to work that is characterised by respectful and positive interactions. This policy is published on the Peninsula Paediatric Psychology website to ensure all current and potential clients are aware of their responsibilities when interacting with team members and consequences for unreasonable behaviour.
Code of Expected Behaviour for all working with staff at Peninsula Paediatric Psychology:
1. Team members of Peninsula Paediatric Psychology aim to treat all clients and members of the public they engage with in the professional setting with courtesy and respect. We also expect that clients will adhere to similar standards when dealing with staff at Peninsula Paediatric Psychology.
2. Intimidating, abusive and/or aggressive behaviour will not be tolerated.
This behaviour may include:
– Rude or otherwise vulgar expressions, noises or gestures.
– Intimidation: the action of threatening or frightening someone in order to persuade them to do what is desired (e.g. gaining an appointment urgently when none are available, expediate a report urgently when a timeline is in place, demanding to see someone urgently when this person is not available, requesting/demanding actions urgently, requesting to change psychological data or clinical opinion in reports when evidence has led to a firm conclusion)
– Making requests that are not possible and/or compromises staff ethics and professionalism
– Verbal abuse of a personal nature.
– Threatening or offensive behaviour either verbally, physically or electronically (eg. email).
– Making false accusations, or changing the reality to better a situation for one’s own gains or agenda.
– Threats of physical violence against a person or property.
Client Complaints
In the event that a client is unhappy with their experience, they are encouraged to complete the client complaint form. This information will be reviewed by the Leadership team to take appropriate action within 72 hours.
