Zero tolerance policy

01Our expectations

At Jorja Medical Cannabis Service we expect all our staff to treat patients and their representatives with courtesy, respect and patience. In return, we would like patients to behave in the same way.

We realise that some situations and circumstances can be frustrating, and it can be irritating to have to explain issues more than once, but please try and recognise that any staff who ask you to explain or repeat things are only trying to gain clarification so they can help you.

None of the Jorja Medical Cannabis staff are expected to deal with abusive language, behaviour or threats either to them or the clinic and if they experience this, they will ask you to stop or call back when you are feeling calmer. We want to promote a safe, responsive and care centred approach for all patients and appreciate your help in facilitating this.

If abusive behaviour is persistent this is recorded on the patient's record and we have a step by step process of escalation.

02Our escalation process

1. Step 1A verbal warning from a manager asking the patient to behave in a more constructive way going forwards as continued behaviour could result in a warning letter.
2. Step 2If behaviour continues, then a warning letter will be issued and this will be held on the patient's record for 12 months.
3. Step 3The clinic will issue a patient behaviour agreement letter if the warning letter is breached, or if the patient starts inappropriate behaviour after the 12 month warning letter period expires.
4. Step 4If the patient behaviour agreement is breached, then Jorja Medical Cannabis Service will discharge the patient from the clinic and explain the reasons for this in the discharge letter.

If any patient displays extreme aggression which becomes a police or emergency services issue, this is subject to immediate discharge from the clinic without the need for steps 1 to 4.