Patient Conduct and Acceptable Behaviour Policy

1. Purpose and Scope

This Patient Conduct and Acceptable Behaviour Policy (“Policy”) outlines the standards of behaviour expected from Patients when interacting with SRGN Clinic, its staff, Surgeons, and other Patients. It aims to foster a safe, respectful, and professional environment while protecting the Clinic’s reputation and operations.

SRGN Clinic is committed to providing high-quality cosmetic services in a supportive setting. However, certain behaviours are non-negotiable and will not be tolerated, as they undermine trust, safety, and fairness. This Policy addresses prohibited conducts, including but not limited to blackmail, misrepresentation, abusive or defamatory feedback, and slander, particularly when involving false information or without allowing the Clinic an opportunity to address concerns.

This Policy applies to all Patients, their representatives, and anyone acting on their behalf, in all interactions with the Clinic, whether in-person, via telephone, email, social media, or any other platform.

In the event of any inconsistency between this Policy and any other documentation provided by SRGN Clinic to the Patient, this Policy shall prevail to the extent of the inconsistency.

2. Definitions

For the purposes of this Policy:

• “Clinic” means SRGN Clinic.
• “Patient” means any individual who has consulted, booked, or undergone a Procedure at the Clinic, or their authorised representatives.
• “Procedure” means any cosmetic surgery or treatment provided by the Clinic.
• “Staff” includes all employees, Surgeons, contractors, and representatives of the Clinic.
• “Prohibited Conduct” means any behaviour outlined in Section 4 that violates this Policy.

3. Principles

SRGN Clinic expects all interactions to be conducted with mutual respect, honesty, and fairness. Patients have the right to raise genuine concerns, but this must be done through appropriate channels to allow resolution.

The Clinic adheres to a zero-tolerance approach to any form of abuse, harassment, or malicious behaviour. This aligns with UK legal standards, including the Equality Act 2010 (prohibiting discrimination), the Defamation Act 2013 (regarding false statements harming reputation), the Malicious Communications Act 1988 (for threatening or offensive messages), and the Theft Act 1968 (for blackmail).

Patients are encouraged to use the Clinic’s complaints procedure (detailed in Section 5) before resorting to public feedback or other actions.

4. Prohibited Conduct

The following behaviours are strictly prohibited and considered non-negotiable. Engaging in any of these may result in immediate consequences, including termination of services and legal action.

4.1 Abuse and Harassment

• Verbal, physical, or written abuse towards Staff, other Patients, or visitors, including shouting, swearing, threats, or offensive language.
• Discrimination or harassment based on protected characteristics (e.g., age, disability, gender, race, religion, sexual orientation).
• Unwanted physical contact, stalking, or any behaviour causing fear, distress, or intimidation.

4.2 Blackmail and Extortion

Any attempt to blackmail, extort, or coerce the Clinic or Staff, such as demanding free services, refunds, or other benefits under threat of negative actions (e.g., public disclosure of information, legal threats, or reputational harm).

4.3 Misrepresentation and Fraud

• Providing false or misleading information about medical history, expectations, or outcomes to obtain services, refunds, or advantages.
• Fraudulent claims, including falsifying documents or misrepresenting facts in complaints or legal proceedings.

4.4 Defamatory or Slanderous Feedback

Posting or sharing negative feedback, reviews, or comments on any platform (e.g., social media, review sites, forums) that contain false, misleading, or defamatory information about the Clinic, its Staff, or services.

Slander or libel, including spreading rumours, malicious gossip, or unsubstantiated allegations that harm the Clinic’s reputation.

This is particularly prohibited if:

• The information is false or exaggerated.
• The Patient has not first raised the concern directly with the Clinic via the complaints procedure.
• The Clinic has not been given a fair and reasonable opportunity to investigate, respond, or rectify the issue.

4.5 Unreasonable Demands or Behaviour

• Making excessive, persistent, or unreasonable demands that disrupt Clinic operations or disadvantage other Patients (e.g., repeated unfounded complaints, insisting on non-clinical treatments).
• Refusing to cooperate with reasonable requests, such as providing information or following procedures.
• Attending the Clinic under the influence of alcohol or drugs, or engaging in illegal activities on the premises.

4.6 Online and Social Media Misconduct

• Contacting Staff via personal social media, email, or other non-official channels.
• Posting abusive, derogatory, or insulting comments online about the Clinic or Staff.
• Sharing confidential information, images, or details from Procedures without consent, in violation of data protection laws (e.g., UK GDPR).

5. Complaints Procedure

Patients are required to raise any concerns or dissatisfaction through the Clinic’s formal complaints process before taking public or external actions. This ensures fair resolution and complies with best practices.

1. Submit complaints in writing to SRGN Clinic within a reasonable timeframe (ideally within 12 months of the incident or Procedure).
2. The Clinic will acknowledge receipt within 5 working days and investigate promptly.
3. A response will be provided within 28 working days, including any proposed resolutions (e.g., under the Revision Surgery Policy).
4. If unresolved, Patients may escalate to external bodies such as the Care Quality Commission (CQC) or seek independent advice.

Failure to follow this process before engaging in Prohibited Conduct may be considered a breach of this Policy.

6. Consequences of Breaching This Policy

SRGN Clinic reserves the right to take appropriate action for any breach, determined on a case-by-case basis. Actions may include:

• Issuing a formal warning.
• Restricting contact (e.g., requiring written communication only).
• Terminating the Patient-Clinic relationship, including refusal of future services.
• Withholding or revoking eligibility for revisions, refunds, or other benefits.
• Reporting to authorities (e.g., police for blackmail, threats, or abuse).
• Pursuing legal action, including claims for defamation, injunctions to remove false content, or recovery of damages/costs.
• In cases of violence or immediate threats, immediate removal from premises and police involvement.
• The Clinic will document all incidents and may share information with relevant authorities or regulators as required by law.

7. Reporting and Monitoring

Staff are trained to identify and report Prohibited Conduct promptly. Patients witnessing such behaviour are encouraged to report it confidentially.

The Clinic will monitor online platforms for potential breaches and take swift action to address false or defamatory content.

8. Patient Rights and Responsibilities

While this Policy enforces standards, it does not diminish Patients’ statutory rights, such as under consumer protection laws or the right to fair treatment.

Patients are responsible for complying with this Policy and treating others with respect.

9. Review and Compliance

This Policy will be reviewed periodically to ensure alignment with:

• General Medical Council (GMC) guidance.
• Care Quality Commission (CQC) regulations.
• Relevant UK laws and best practices.

10. General Provisions

SRGN Clinic reserves the right to apply, interpret, or amend this Policy at its sole discretion, while acting reasonably.

This Policy is governed by the laws of England and Wales. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts in England and Wales.

Patients are advised to seek independent legal advice if they have questions about this Policy. By engaging with SRGN Clinic (e.g., booking a consultation or Procedure), the Patient acknowledges that they have read, understood, and agree to be bound by this Policy.

This Policy is effective as of March 08, 2026, and may be updated from time to time. The latest version will be available on the SRGN Clinic website.