our shared code of conduct

At St Martins Medical Practice, our goal is to create a space where everyone feels safe, respected, and valued — patients, whānau, visitors, and staff.

What We Ask of Patients & Visitors

To help us maintain a respectful and safe environment, we kindly ask that you:

• Treat staff, other patients, and whānau with kindness and respect
• Communicate calmly so we can support you effectively
• Use language that is safe, inclusive, and non-discriminatory
• Care for our shared space and property
• Let us know if you cannot attend your appointment so we can offer it to someone else

Keeping Our Practice Safe – Behaviours We Do Not Tolerate

To protect the wellbeing of all, we cannot allow behaviours that cause harm or distress, including:

• Physical aggression, violence, or threatening gestures
• Verbal abuse, abusive language, shouting, intimidation or harassment
• Intentional damage to property or equipment
• Attempting to intimidate or harass other individuals
• Making harassing, offensive or intimidating statements, or threats of violence through phone calls, letters, voicemail, email, or other forms of communication
• Racial or cultural slurs or other derogatory remarks associated with, but not limited to, race, language or sexuality
• Persistent disruptive behaviour that affects others’ safety or care
• Bringing weapons of any kind onto the premises
• Physical assault, arson or inflicting bodily harm
• Repeated missed appointments without notice, which impacts access for other patients

How We Respond

If unsafe behaviour occurs, our first priority is to listen, support, and de-escalate.

However, if ongoing or serious incidents occur, we may ask you to leave and review whether we can continue your care. In some cases, this may result in unenrolment.

Our Practice Commitment to You

Our team is equally committed to upholding these values. You can expect us to:

• Treat you and your whānau with care, dignity, and respect
• Provide healthcare that is culturally safe, inclusive, and welcoming
• Communicate clearly, listen openly, and act with integrity
• Maintain your privacy and confidentiality
• Create a practice environment where everyone feels safe and respected
• Work in partnership with you to support your wellbeing
• Respond to concerns or feedback fairly and promptly

If Something Doesn’t Feel Right

Please talk with us — your voice matters, and we welcome feedback to help us provide the best possible care.