Everyone who works at Cupar Dental & Implant Centre has the right to come to work without fear of abuse. We ask one thing of our patients in return: that the people looking after you are treated with the same courtesy you can expect from them.
The overwhelming majority of our patients are a pleasure to care for, and this policy will never apply to them. It is here for the rare occasions when it is needed, so that everyone knows where we stand before it happens.
We support the NHS zero tolerance approach
We follow the zero tolerance approach taken across NHS Scotland, which exists so that healthcare staff can do their jobs without fear of violence, abuse or intimidation. It applies to our dentists, our hygienist, our nurses and our reception team equally, and it applies wherever contact takes place, whether in the practice, over the telephone, by email or online.
Respect works both ways
Good dental care depends on a decent relationship between you and the people treating you. Our team will always do their best for you, often while managing several things at once, and they will treat you with patience and respect.
We also know that a dental practice is not always somewhere people arrive feeling calm. You may be in pain, anxious, or worried about cost. None of that is held against you, and it is our job to meet it with understanding rather than irritation. Being in discomfort is not the same as being abusive, and we will not treat it as though it were.
What we will not accept
The following will not be tolerated towards any member of our team, or towards another patient in the practice:
- Violence, or the threat of violence
- Verbal abuse, shouting or swearing at staff
- Racist, sexist, homophobic or other discriminatory remarks
- Abuse relating to someone's religion, disability or age
- Threatening or intimidating behaviour, in person or in writing
- Abusive messages by telephone, email, text or on social media
- Damage to practice property, or theft
- Attending an appointment under the influence of alcohol or illegal drugs
What happens if it does occur
Where a patient behaves in any of the ways above, we will normally write to them explaining what happened and asking that it is not repeated. Most matters end there.
If the behaviour continues, or if it was serious enough on its own, we may remove the patient from our list. Where NHS care is involved this is done through NHS Fife, who will help the patient find another practice, so nobody is left without access to dental treatment.
Where a member of our team is threatened, assaulted, or subjected to abuse that we believe amounts to a criminal offence, we will report it to Police Scotland. We will support any member of staff who wishes to do so themselves.
Decisions to remove a patient are never taken lightly and are always made by the Practice Manager together with the Principal Dentist, not by the individual member of staff involved.
If something has gone wrong
If you are unhappy with your care or with how you have been treated, please tell us. That is not a complaint we resent, it is one we want, and we have a complaints procedure so it can be dealt with properly. Raising a concern firmly and directly is always welcome. It is only abuse of our team that is not.
You can speak to us at 7 Castle Street, Cupar, Fife KY15 4AU, call 01334 655752, or email reception@cupardental.co.uk.
This policy is reviewed by the Practice Manager and applies to everyone who visits or contacts the practice.