Zero Tolerance Policy

ZERO TOLERANCE POLICY

Godiva Veterinary Practice

1. Purpose

This practice is committed to maintaining a safe, respectful, and professional environment for staff, clients, and patients.

This policy reflects the expectations of the RCVS Code of Professional Conduct, which requires veterinary professionals to uphold integrity, professionalism, and animal welfare as the primary concern.

2. RCVS Principles Underpinning This Policy

This policy is informed by RCVS guidance that:

Veterinary professionals must work in a safe and appropriate environment for both patients and staff.

Teams must be able to exercise professional judgement without intimidation or pressure.

Practices should promote equality, diversity, and inclusion, with a zero-tolerance approach to discrimination and inappropriate behaviour.

Respectful communication is expected in all professional interactions.

Additionally, the RCVS itself operates a zero tolerance approach to abuse, reserving the right to restrict or cease communication where behaviour is unacceptable.

3. Unacceptable Behaviour

The following behaviours will not be tolerated under any circumstances:

Verbal abuse (shouting, swearing, insults, threats) Physical abuse, intimidation, or threatening gestures Harassment or bullying of staff Discriminatory language or behaviour (Equality Act 2010 protected characteristics) Persistent unreasonable demands that compromise clinical judgement or patient welfare Recording staff without consent in a way that causes distress or disruption Damage to property or unsafe conduct within the premises

4. Professional Boundaries and Clinical Decision-Making

In line with RCVS guidance:

Clinical decisions are made based on animal welfare and professional judgement, not client pressure.

Staff must be able to communicate treatment options and costs clearly without fear of abuse.

Failure to respect professional advice or attempts to coerce staff may result in termination of services.

5. Actions Following Breach

Any breach of this policy may result in:

Immediate request to cease behaviour Requirement to leave the premises Restriction of communication methods (e.g., written only) Refusal of non-emergency treatment Removal from the practice list Reporting to the police where necessary

Where possible, emergency care will still be provided in line with professional obligations.

6. Equality and Reasonable Adjustments

This practice will:

Make reasonable adjustments for clients with communication or accessibility needs. Consider individual circumstances where appropriate.

However, such considerations do not override the requirement for respectful behaviour.

7. Staff Support and Reporting

All staff are encouraged to report incidents of abuse. Incidents will be documented and reviewed. Management will take appropriate action to protect staff wellbeing.

8. Review

This policy will be reviewed regularly to ensure compliance with RCVS standards and UK legislation.

Statement: We will not tolerate abuse towards our team under any circumstances.

This policy ensures we can continue to provide safe, ethical, and high-quality veterinary care