Zero Tolerance 

Iyos Pharmacy – Zero Tolerance Policy

Purpose

Iyos Pharmacy is committed to providing a safe, professional, and respectful environment for our patients, visitors, and staff. We operate a Zero Tolerance Policy towards any form of abusive, aggressive, or inappropriate behaviour.

This policy applies to all patients, carers, visitors, contractors, and staff within our premises, including physical locations, online communications, and telephone interactions.

Policy Statement

Iyos Pharmacy will not tolerate:

• Verbal abuse – including shouting, swearing, offensive language, discriminatory remarks, or intimidation.
• Physical abuse – any threatening gestures, physical violence, or unwanted physical contact.
• Harassment or discrimination – behaviour targeting staff or other patients based on race, gender, religion, sexual orientation, disability, or any other protected characteristic.
• Substance misuse – being under the influence of drugs or alcohol in a way that disrupts the pharmacy environment.
• Damage to property – intentional damage or vandalism of pharmacy facilities or equipment.

Consequences of Breach

Any individual who breaches this policy may face:

1. Immediate removal from the premises.
2. Withdrawal of services (where legally permissible).
3. Termination of patient–pharmacy relationship (where appropriate).
4. Police involvement and potential criminal prosecution.
5. Reporting to relevant regulatory bodies if applicable.

Staff Responsibility

• All staff are trained to manage challenging behaviour professionally and safely.
• Any incident will be documented, reviewed, and escalated appropriately.
• Staff have the right to end consultations, whether in person, online, or by phone, if they feel unsafe or abused.

Patient Responsibility

Patients and carers are expected to:

• Treat all staff and other patients with courtesy and respect.
• Communicate calmly and appropriately at all times.
• Comply with safety procedures and lawful instructions given by staff.

Commitment

Iyos Pharmacy will always strive to:

• Provide high-quality, safe, and accessible care.
• Treat patients with dignity, respect, and compassion.
• Ensure staff wellbeing and uphold a safe working environment.

Notice to Patients
By engaging with Iyos Pharmacy services, you agree to abide by this Zero Tolerance Policy. Any breach will be taken seriously and acted upon immediately.