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At Bluebell Dentistry & Aesthetics, we are committed to providing a safe and welcoming environment for all patients and staff. To ensure this, we have established a Zero Tolerance Policy regarding unacceptable patient behaviour. This policy outlines the standards of behaviour expected from patients and the measures we will take if these standards are not met.

As an employer, the practice has a duty of care for the health, safety and wellbeing of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. Staff mental health is as important as their physical health. All patients are expected to behave in an acceptable, respectful manner.

For the safety, security and protection of our patients, team members and visitors, the practice operates a CCTV system within appropriate areas of the premises, and telephone calls to and from the practice may be recorded.

Expected Behaviour

We expect all patients to:

1. Treat staff, other patients, and visitors with respect, courtesy, and dignity.
2. Communicate with staff in a calm and respectful manner, whether in person, over the phone, or via written correspondence.
3. Follow practice guidelines, including arriving on time for appointments and providing at least 24 hours’ notice for cancellations.
4. Raise concerns or complaints constructively, following the established complaints procedure.
5. We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs.

Unacceptable Behaviour

The following behaviours will not be tolerated:

1. Verbal abuse, including shouting, swearing, or using offensive or discriminatory language.
2. Physical aggression, threats, or any form of intimidation.
3. Persistent or unreasonable demands that cause stress or hinder staff from carrying out their duties effectively.
4. Deliberate damage to property or theft.
5. Repeated failure to adhere to practice policies, such as missing appointments without notice.

1. Harassing the practice with unnecessary, persistent emails and phone calls which take up significant staff time  preventing them from servicing other patients who may be in urgent need.
2. Contacting individuals directly via social media or personal email instead of through the practice contact channels and placing abusive, defamatory  comments on social media, which breaks our professional relationship.
3. Persistent and/or unrealistic demands on the service
4. Repeated derogatory comments about the practice or individuals either verbally, in writing/digitally or on social media platforms – this applies to factual and false information, as we have a process to feed back dissatisfaction

Unacceptable behaviour may result in the following actions:

1. Verbal or written warning.
2. Refusal of treatment or services.
3. Immediate removal from the premises if the situation warrants it.
4. Reporting the incident to authorities, such as the police, if necessary.
5. Permanent removal from the practice’s patient list. We are within our rights and In rare circumstances, the trust between the Practice and a patient may break down, and you may find it necessary to end the professional relationship.

1. Where we deem an incident is not serious enough to warrant immediate removal, we will issue a first, then final warning.

This list is not exhaustive and there may be other occasions where we have cause to issue a warning or remove you from our patient list.  If you are unhappy with the practice we have a complaints procedure to assist you or you have the choice to register with another practice – there really is no need for unpleasant behaviour with these options available to support you.

Implementation of the Policy

Our team is trained to handle challenging situations professionally and respectfully. However, we reserve the right to take immediate action to protect staff, patients, and property. All incidents of unacceptable behaviour will be documented, and decisions regarding consequences will be made after careful consideration of the circumstances.

Commitment to Patient Care

We remain committed to delivering high-quality dental care to all our patients in a safe and respectful environment. We encourage open communication and collaboration to address any concerns effectively.

By attending Bluebell Dental Practice, patients agree to adhere to this Zero Tolerance Policy. Thank you for helping us maintain a positive and safe environment for everyone.

We trust this policy is clear and supports a mutually respectful environment for patients and staff.

Bluebell Dentistry & Aesthetics

September 2026

 CCTV, Call Recording and Information Sharing 

For the safety, security and protection of our patients, team members and visitors, the practice operates a CCTV system within appropriate areas of the premises, and telephone calls to and from the practice may be recorded. 

CCTV footage and call recordings may be used, where appropriate, to maintain a safe and secure environment, investigate incidents, address concerns or complaints, establish the circumstances surrounding abusive, threatening or unacceptable behaviour, and protect the legitimate interests of our patients, team members and the practice. 

Recordings and related information are handled securely and confidentially and are accessed only where there is a legitimate reason to do so. They are managed in accordance with our data protection, privacy and retention policies and applicable UK data protection legislation. 

Where there are concerns regarding abusive, threatening, aggressive, fraudulent, unlawful or otherwise serious behaviour, relevant CCTV footage, telephone recordings and associated information may be retained and shared, where necessary and lawful, with appropriate external bodies and authorities. These may include the police and other law-enforcement agencies, regulatory and compliance authorities, NHS bodies where applicable, the General Dental Council (GDC), the Care Quality Commission (CQC), legal advisers, insurers and other relevant professional or statutory bodies. 

Information may also be disclosed where the practice is required to do so by law, where necessary for the establishment, exercise or defence of legal claims, or where disclosure is reasonably necessary to protect the safety and legitimate interests of our patients, team members or others. 

The use of CCTV, call recording and appropriate information sharing forms part of the practice’s commitment to maintaining a safe, respectful and professional environment for everyone.