Polln Code of Conduct Policy 

Polln commits to ensuring patients are supported throughout every step of their journey by our clinical and support staff. We aim to provide the highest level of service to every patient, however, Polln has a zero-tolerance policy of aggression and violence towards our staff. 
‍

Our role in providing care at Polln:

‍

• Professionalism: All staff members, including healthcare professionals, administrative staff, and support personnel, are expected to demonstrate professionalism in their conduct. This includes maintaining a positive attitude, and communicating in a professional manner. 

• Respect and empathy: Interactions between staff and patients will be respectful and empathetic. Staff should actively listen to patients, treat patients with dignity, and respond to concerns and questions in a compassionate manner.

• Effective communication: Staff will communicate with patients in a professional and timely manner, using plain language.
• Confidentiality and privacy: Staff members will adhere to relevant privacy laws and regulations, ensure secure handling of patient information, and obtain patient consent before disclosing any patient-related information. 
• Conflict resolution and feedback: Feedback mechanisms are in place to encourage patients to provide input, suggestions, or concerns about the clinic's operations. This includes talking to staff by phone by calling the Polln Patient Care number (1300 176 556) or emailing feedback to hello@polln.com 

Your role in receiving care at Polln:

‍

• Respect and courtesy: Patients are expected to treat all staff members and fellow patients with respect and courtesy. This includes using polite language, and refraining from aggressive or disruptive behavior. 

• Adherence to policies and procedures: Patients must adhere to the policies and procedures of Polln medical clinic, including appointment scheduling, check-in procedures, and any necessary documentation or consent forms in line with our Terms of Service (Terms and Conditions). 
• Timeliness: Patients are expected to arrive on time for their appointments, allowing sufficient time for logging in and consultation. Punctuality helps maintain the clinic's schedule and ensures that doctors do not run late for subsequent patients. 

• Communication and honesty: Patients should be honest about their symptoms, concerns, and medical history. Providing complete and truthful information helps doctors make accurate diagnoses, develop appropriate treatment plans, and ensure patient safety.

Our zero-tolerance stance of violence and aggression includes the following behaviours:
‍

• The use of inappropriate words or behaviour causing distress and/or constituting harassment. This includes abusive telephone calls or online communication. 
• Threats of violence or other abuse, which includes shouting and swearing, offensive remarks, and gestures. 
• Aggression or abuse directed towards a person’s gender, race/ethnicity, or sexual orientation. 

Inappropriate behaviour may result in a discharge from our clinic. 
‍

In the event of a patient discharge, Polln will endeavour to: 
‍

• Provide a formal discharge letter and termination of the therapeutic relationship
• Offer alternative providers and support services
• Provide a health summary with patient consent