Zero Tolerance Policy 

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As per national guidance, we take a Zero Tolerance Policy approach to violent, threatening and aggressive behaviour exhibited towards our staff in the pharmacy

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We value our customers, and we are committed to providing our customers with a high quality service in a safe environment. We also have a duty to ensure our staff work in a safe environment.

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We operate from a place of mutual respect and we would ask you to understand that our staff deal with varying situations, and they will always do their best to support you.

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The safety and well being of our staff is very important to us. Our staff have a right to undertake their work safely, without fear.

We take abusive, threatening, shouting, manipulative or violent behaviour to our staff very seriously, and we reserve the right to cease contact and refuse to dispense medication(s) or sell products to anyone who demonstrates these kinds of behaviour towards our staff or anyone else. This includes any form of communication or contact, whether it be over the phone, via email, online or on social media.

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Please be advised that we have a duty to escalate any safety concerns posed to customers, staff or members of the public to the police. Threats to cause harm will be treated extremely seriously, and they will not be tolerated.

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Unacceptable behaviour includes:

• Bullying of any kind

• Verbal abuse towards staff or the company of any form, including any derogatory remarks

• Racial abuse and sexual harassment of any kind

• Persistent or unrealistic demands

• Manipulation

• Shouting

• Persistent interrupting preventing staff from sharing information

• Attempting to obtain drugs, services fraudulently or using unacceptable behaviour to try to bully staff into receiving free medication or products

• Offensive gestures

• Damage of any kind to property or other assets

• Threats or acts intending to cause disruption, or to coerce and intimidate staff, leaving them embarrassed, uncomfortable or distressed

 

Please also be advised that we take any threats of self harm very seriously. We are here to support customers and ensure that they are safe. Customers falsely reporting intention to self harm not only takes time away from other customers seeking medication dispensing but it also poses a risk to our own staff. We reserve the right to refuse to dispense medication(s) and/or sell products to anyone falsely using a threat of self harm in order to receive service, prescriptions, medication, expedited service, refunds or free products.

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This is not an exhaustive list, there may be other reasons where we reserve the right to cease contact and/or refuse to dispense medication(s) or sell products to anyone.​