Horizon TRT | Zero Tolerance Policy

Zero Tolerance Policy

Safety • Respect • Professional Standards

Protecting Our Patients, Staff and Clinicians

Horizon TRT is committed to providing a safe, respectful and professional environment for every patient, clinician, employee, contractor and visitor. We recognise that individuals may sometimes be anxious, distressed or unwell, and we will always communicate with empathy, dignity and professionalism.

We operate a strict zero tolerance approach towards abuse, aggression, intimidation, harassment, discrimination, fraud or violence. Everyone has the right to work and receive care in an environment that is safe, respectful and free from unacceptable behaviour.

Who This Policy Applies To

This policy applies to patients, prospective patients, relatives, carers, representatives, suppliers, contractors and anyone communicating with Horizon TRT by telephone, email, website, social media, video consultation or in person.

Expected Standards

We expect everyone to communicate honestly, politely and respectfully. Concerns should be raised calmly so they can be investigated fairly.

Unacceptable Behaviour

Unacceptable behaviour includes abusive language, shouting, intimidation, bullying, discrimination, harassment, threats, malicious allegations, repeated unreasonable contact, fraud and attempts to pressure clinicians into unsafe prescribing.

Violence and Threats

Any threat or act of physical violence, assault, stalking, criminal damage or intimidation towards staff or other patients may result in immediate termination of services and referral to the police.

Prescription and Identity Fraud

Knowingly providing false medical information, forged documentation, altered blood results, false identities or attempting to obtain prescription medicines dishonestly will be treated as serious misconduct.

Online Conduct

This policy also applies to emails, messaging platforms, online reviews and social media. Genuine feedback is welcomed, but abusive or knowingly false content intended to harass staff will not be tolerated.

Action We May Take

Depending on the seriousness of an incident we may issue warnings, terminate consultations, suspend or permanently withdraw services, refuse future treatment, cancel appointments and report matters to regulators or law enforcement.

Exceptional Circumstances

Where behaviour may be influenced by a medical or mental health condition, this will be considered where clinically appropriate. Staff safety will always remain our priority.

Incident Recording

Incidents may be recorded within governance systems and clinical records where appropriate to support investigations, legal obligations and staff safety.

Review of Decisions

Any decision to suspend or permanently end the patient relationship will be reviewed by senior management. Reinstatement is entirely at the discretion of Horizon Health Group Ltd.

Legal Framework

This policy supports our obligations under the Health and Safety at Work etc. Act 1974, the Equality Act 2010, the Protection from Harassment Act 1997 and other applicable UK legislation.

Questions About This Policy

If you have any questions about this policy, please contact Horizon TRT using the contact information published on our website.