At Mermaid Medical Centre, we are committed to providing a safe, respectful, and inclusive environment for all patients, visitors, and staff. To help us deliver the highest quality of care, we ask that all patients and visitors adhere to the following Code of Conduct.

Respectful Behaviour

Patients and visitors are expected to:

  • Treat all staff, healthcare professionals, and other patients with respect and courtesy
  • Communicate in a polite and non-threatening manner
  • Avoid abusive, aggressive, discriminatory, or inappropriate language or behaviour
  • Respect the privacy and dignity of others at all times
  • Follow the reasonable instructions of staff and healthcare providers

Zero Tolerance for Abuse

We have a zero-tolerance policy for:

  • Verbal abuse, yelling, swearing, or name-calling
  • Physical aggression or threats of violence
  • Discrimination, racism, sexual harassment, or intimidation
  • Damaging clinic property or interfering with clinic operations

Any such behaviour may result in:

  • Immediate removal from the premises
  • Restriction or termination of services
  • Reporting to authorities or law enforcement where necessary

Appointment and Attendance Expectations

Patients are expected to:

  • Arrive on time for scheduled appointments
  • Cancel or reschedule appointments with adequate notice (preferably 24 hours or more)
  • Advise the clinic if they are running late or unable to attend
  • Understand that repeated missed appointments may result in a review of your eligibility for non-urgent services

Honest and Open Communication

Patients are encouraged to:

  • Provide accurate and complete health information
  • Ask questions if they do not understand their care or instructions
  • Let staff know if they have specific needs or concerns
  • Inform the clinic of changes to contact or Medicare details

Use of Facilities and Environment

Patients and visitors must:

  • Keep mobile phones on silent and avoid loud conversations
  • Supervise children at all times
  • Not consume alcohol or use illicit substances on the premises
  • Respect clinic property and maintain cleanliness in shared areas

Feedback and Complaints

We welcome constructive feedback to help us improve. If you have a concern or complaint, please raise it with our Practice Manager or submit it in writing. We will respond respectfully and in a timely manner.

Breaches of This Code

Failure to follow this Code of Conduct may result in:

  • A formal warning
  • Restrictions on services
  • Refusal of non-emergency care
  • Removal from the premises
  • Notification to authorities or emergency services in serious cases