Zero Tolerance Policy
Dr. Sandra Mourad Dental Practice
Dr. Sandra Mourad Dental Practice is fully committed to providing high-quality, compassionate dental care in a safe and respectful environment for our patients and our entire team.
We operate a strict zero-tolerance policy toward any form of violence, aggression, abuse, harassment, intimidation, discrimination, or threatening behaviour. This applies to all interactions — in-person, by phone, email, online, or via any other means — and covers patients, family members, visitors, and representatives.
Unacceptable behaviour includes (but is not limited to):
Verbal abuse, shouting, swearing, rude/offensive language, or intimidation
Physical violence, assault, pushing, or threats of violence
Harassment, bullying, discriminatory remarks (based on race, gender, sexuality, disability, etc.)
Damaging practice property or theft
Persistent unreasonable demands that cause significant distress to staff
Fraudulent attempts to obtain treatment, drugs, or services
We support the right of all healthcare professionals to work without fear of abuse or violence. Legitimate concerns or complaints can (and should) be raised respectfully — we welcome feedback through our standard complaints procedure.
Consequences
Any breach of this policy will be taken extremely seriously. Depending on the nature and severity:
The individual may be asked to leave the premises immediately.
Treatment may be refused or terminated (urgent/emergency care will be addressed as required by law/professional duty).
The patient will be removed/discharged from our practice list with immediate effect (or after completing any critical ongoing treatment where appropriate).
In serious cases, the police will be contacted, and incidents may be reported to relevant authorities.
We reserve the right to pursue legal action if necessary.
This policy helps us maintain a positive, professional atmosphere where everyone feels safe and respected.
Signed:
Ramez Hanna
Practice Manager
Dr. Sandra Mourad Dental Practice