East Melbourne Eye Group Patient Code of Conduct

This code outlines the expected standard of conduct for patients. By attending the practice you agree to uphold this standard and understand that failure to do so may result in discontinuation of treatment.

Patients agree:

• They will be courteous and respectful at all times
• They will inform the Doctor if they are receiving treatment from another health professional and will accurately disclose their medical history and current medications
• They will arrive on time to their scheduled appointment so as not to make the Doctor run late or impact negatively on patients booked after them
• They will follow our Infection Control Policy by advising us of infectious symptoms before entering the practice (cough, fever, sore throat, rash, runny nose, diarrhoea, or vomiting)
• They will follow directions from the Epworth Hospital regarding our COVID-19 Infection Control Policy, including wearing a mask inside the hospital grounds (12+). Masks are not mandatory within the clinic waiting room but may be required when you see any clinical staff or the Doctor. 

Patients acknowledge:

• Appointment times are held especially for them – they will provide at least 4 hours’ notice of a cancellation so the appointment can be offered to others (late cancellation fees may apply)
• The practice is typically fully booked and is resourced accordingly. When a patient fails to attend, finite practice resources are wasted, placing pressure on our ability to sustain a high-quality service.
• Repeated late cancellations, late attendances, or non-attendances will result in $50 fee applied to your account (at the discretion of management). Once the fee is paid you will then be able to book further appointments.
• The Doctor may need patients to book further appointments for multiple problems

We ask all patients and visitors to help us to make the Practice a safe place for everyone and require patients and visitors to act with courtesy and respect.

Patients will refrain from:

• Intimidating, aggressive, insulting or disrespectful behaviour
• Abusive language, menacing gestures, shouting, or verbal/physical threats
• Racial or cultural slurs or other derogatory remarks associated with, but not limited to, race, language, gender, sexuality, or age 
• Attending under the influence of alcohol and/or drugs
• Damaging or stealing practice property
• Loud conversations or noise from mobile phones and other devices
• Repeat late cancellations, late attendance, or non-attendance

Our staff, doctors and other visitors have a right to feel safe

We have a one strike tolerance policy. Anyone who breaks this code of conduct will be asked to leave (police may be called) and discharged from the practice.

If you are subjected to any of these behaviours or witness inappropriate behaviour, please report to any staff member.