Zero Tolerance Policy
Last updated: October 2026
Everyone has the right to work, and to be treated, in a safe environment. Urban Health Care does not accept violence, threats, abuse or harassment towards our staff, patients or visitors. We respond fairly and in proportion to what has happened, and we take account of illness and disability. This policy applies to all Urban Health Care services and to the partner services we oversee under our CQC registration: Origin TRT, Origin HRT, Origin Bloods, CANN-ABI, Nexus ABI and Nexus Health. It applies at the clinic, on home visits, on the telephone, in video consultations, and by email, message, social media or any other form of contact.What we mean by unacceptable behaviour
| Type | Examples |
|---|---|
| Physical violence | Hitting, pushing, spitting, throwing objects, damaging property, or any use of force against a person |
| Threatening behaviour | Threats of violence or harm to staff, their families or property; intimidating body language; following or waiting for staff; threats to make false allegations; threats made through other people |
| Verbal abuse | Shouting, swearing at staff, insults, or persistent unreasonable demands, in person, on the telephone or on video |
| Harassment and discrimination | Comments, jokes or behaviour about someone’s age, disability, race, religion, sex, sexual orientation, gender reassignment, pregnancy or any other protected characteristic |
| Sexual harassment | Unwanted sexual comments, advances, touching or images, including on video calls and in messages |
| Abuse online | Abusive emails, messages or social media posts about staff, or sharing staff’s personal details or images without consent |
At the clinic and on home visits
If someone’s behaviour puts others at risk, our team will try to calm the situation, move other patients and visitors away, and call for help. A clinician on a home visit may leave if they feel unsafe. We call 999 if anyone is in danger, if there is violence or a weapon, or if a person refuses to leave and is threatening others.Telephone and video calls
If you become aggressive, abusive or threatening on a call or video consultation, our team member will give you a clear, calm warning. If the behaviour continues, they will end the call. Sexual comments or behaviour on a video call may end the call straight away, without a warning. We will contact you later, when it is safe to do so, to rebook. If we are worried about your safety or someone else’s, we will still act on that after the call has ended: ending a call never ends our duty of care.What we will do
| Stage | When | What happens |
|---|---|---|
| 1. Verbal warning | A first incident of verbal abuse or unreasonable behaviour | We explain calmly that the behaviour is not acceptable and what will happen if it continues, and we record this |
| 2. Written warning | The behaviour continues, or a first incident is more serious | Our Registered Manager writes to you, explaining what happened and the behaviour we expect. We may offer an acceptable behaviour agreement. The warning lasts 12 months |
| 3. Removal from our services | The behaviour continues after a written warning, or there is violence, a serious threat, sexual assault or serious damage | Our Medical Director decides, after a clinical review with the lead clinician for your service. We tell you in writing, with the reasons |
Before we stop providing your care
- A clinician checks that it is clinically safe, and that no medicine will be stopped abruptly.
- We tell your GP, and your case manager or instructing party where relevant, and hand over any ongoing care.
- We tell you how to complain, and you can ask for the decision to be reviewed under our Complaints Policy.
- If you need emergency care, we still give it, or direct you to 999 or NHS 111.
When behaviour is linked to illness or disability
Aggression can be a symptom. It can be caused by a brain injury, a neurological condition, dementia, a learning disability, mental illness, pain, an acute illness such as low blood sugar or an infection, or a medicine or its withdrawal. When this may be the case:- our clinician first looks for a medical cause and treats it, calling 999 if you may be acutely unwell;
- we agree a support plan with you and, where appropriate, your family, carer or case manager, for example shorter or quieter appointments, the same clinician each time, a carer present, appointments at the start of the day, video consultations, or home visits with a second clinician;
- we make reasonable adjustments under the Equality Act 2010;
- where you may lack capacity to make a decision, we act in your best interests under the Mental Capacity Act 2005;
- warnings and removal from our services are used only if the risk to our staff cannot be managed in these ways, and only after a clinical review by our Medical Director.