Guild Insurance sees numerous allegations against natural therapists where the patient claims the practitioner has behaved in a sexually inappropriate manner during treatment.

These claims may involve allegations regarding the way the practitioner has touched them, or they may relate to what’s been said during the consultation. These are incredibly serious allegations that cause a great deal of stress for both the practitioner and the patient.

Case example 1

The patient alleged that during treatment the practitioner moved and undid items of the patient’s clothing without the patient’s consent, leaving the patient feeling exposed and uncomfortable.

Case example 2

The patient complained about what they perceived to be excessive and unnecessary physical contact during treatment that left them feeling uncomfortable. The patient stated they’d received this type of treatment before and had never been touched in this manner.

How can these allegations be avoided?

Be mindful of patient clothing

If treatment would be easier with the patient’s clothes removed or adjusted, this should be clearly explained to the patient, while seeking their consent. Being even partially undressed can leave patients feeling exposed and vulnerable. Adhere to the following tips regarding patients and their clothing:

• • Consider making patients aware prior to their appointment that they may be asked to remove or adjust clothing, if they’re comfortable doing so. This allows the patient to consider what clothing might be most suitable and practical to wear.
• • Be sure you explain to patients why you would like them to remove or adjust their clothing, keeping in mind it may not be obvious to them.
• • Provide the patient with clean towels and/or gowns to keep the parts of their body not being treated covered. These must be of a sufficient size to adequately cover all patients.
• • If moving or adjusting the patient’s clothing once treatment has begun, seek the patient’s consent first, and ensure you offer to re-position the clothes afterwards.
• • Be very clear about what you want patients to remove and what they should leave on. Simply asking them to undress is likely to cause confusion and apprehension.
• • Give patients privacy when undressing and dressing by either having a screen for them to go behind, or by leaving the room.
• • Remember that patients can decline to consent to adjusting or removing clothes; don’t assume they’re ok with it.

Gender is irrelevant

It’s easy to think that allegations of inappropriate touching are predominately issues when treating patients of the opposite gender. However, this isn’t the case. Regardless of the patient’s or your gender, there’s always a possibility for the patient to feel uncomfortable. The way you explain treatment to patients and seek their informed consent should not differ based on the patient’s gender.

Informed consent

All health professionals would be aware of their professional obligation to ensure a patient has given their informed consent prior to assessment and treatment beginning. For a patient to be able to give informed consent, they need to have had the assessment and treatment explained to them in a manner they understand. This means avoiding clinical language which may be confusing while providing the risks and benefits to what you’re proposing and allowing time for the patient to ask questions.

When treatment involves touching the patient, it’s important to clearly explain to patients where you’re proposing to touch them, and why. It may even require you to demonstrate on yourself exactly where you’re referring to. Remember that in some cases you won’t directly touch the patient where they feel pain or discomfort, so the treatment area may not be obvious to them. Keep in mind that even after treatment has commenced, patients can withdraw consent at any time if they don’t feel comfortable.

Record keeping

Record keeping is a professional requirement which serves several purposes. Detailed and accurate clinical notes allow for continuity of patient care. They also provide evidence of what took place during a consultation, and why.

If a patient alleges they’ve been touched inappropriately, the practitioner’s clinical record will be examined for evidence of what treatment was provided and the clinical justification for this. The clinical record should also contain evidence of the patient consenting to the treatment. Without this information in the clinical record, it becomes very difficult for the practitioner to defend their actions.

Don’t make assumptions

As with any professional, practitioners can become overly familiar with what they know and do every day. However, they must remember that patients won’t have that level of familiarity when it comes to treatment. Regardless of how many times a practitioner has treated a patient, they should never make assumptions about what the patient will understand about treatment, be comfortable with and be willing to consent to. Treatment always needs to be explained to patients, even if they’ve received that treatment before.

Consider the patient’s demeanour

While it isn’t expected that a practitioner can be sure of what a patient is thinking and feeling just by their body language, we all have some ability to gauge when a person is feeling uncomfortable with a situation. If you have a patient who appears to not be comfortable with the treatment being suggested or carried out, stop what you’re doing and assess the situation. You may need to further explain the treatment so it’s better understood. You may need to reposition clothing or gowns so the patient is more adequately covered. Or you may need to remind the patient that they don’t have to consent to treatment being proposed and discuss other treatment options. It’s also worth informing patients that they can bring a support person, such as a friend or relative, into the treatment room with them if that would make them feel more comfortable.

Talking while treating

Being a personable and friendly health professional can be beneficial in terms of building relationships with patients, but it can also have its downside. While having non-treatment related chats with a patient during treatment is acceptable, there will be occasions when the chatting should cease so further information about treatment can be discussed. It’s far too easy to forget what has and hasn’t been explained, and consented to, when continually chatting during treatment.

Guild Insurance Limited ABN 55 004 538 863, AFS Licence No. 233 791. This article contains information of a general nature only, and is not intended to constitute the provision of legal advice. Guild Insurance supports your Association through the payment of referral fees for certain products or services you take out with them. NAT575998 Risk Article - Why Have I Been Touched There Natural Therapists 05/2026

Guild Insurance spends time analysing claims and/or complaints relating to treatment provided by dentists. This involves complaints made directly to the dentist or practice as well as complaints to a regulatory body such as Ahpra. This analysis helps Guild better understand several key details such as:

• what the complaint or allegation is about
• the factors that may not be mentioned in the complaint yet have contributed to the incident and therefore the complaint occurring
• what could have been done differently to possibly avoid the complaint from occurring

This information is then used to develop risk messages for the profession, which are tips and strategies to reduce the likelihood of complaints being received. It’s important to understand that risk management can’t guarantee a poor outcome or complaint won’t ever occur. However, by adhering to the following messages, dentists are taking positive steps to reduce the likelihood.

Key risk messages

1. Ensure you make communication a key feature of your work

Guild’s claims analysis suggests that poor communication is a feature in almost all treatment-related complaints. Patients don’t often complain specifically about poor communication. However, when an incident is investigated, poor communication is quite often a factor. Dentists must continually focus on their communication with patients, patient’s families where relevant, colleagues and other health professionals. Good clinical skills alone aren’t enough to make someone a safe and effective dentist.

2. Ensure there’s been an adequate assessment prior to treatment

Assessment before treatment seems like an obvious step. However, it’s not uncommon to see claims where the assessment hasn’t been thorough enough, leading to treatment that’s inappropriate or ineffective. The assessment shouldn’t be rushed, and details of the assessment and findings are to be recorded in the clinical record. Dentists must be sure they don’t make assumptions or fall into routines. Remember, poor assessment usually leads to poorly selected treatment.

3. Manage patient expectations

It’s important that patients have realistic expectations regarding their likely treatment outcomes. Unrealistic expectations are rarely met. Unmet expectations will often lead to patients being dissatisfied with treatment and more likely to complain. It’s the responsibility of the dentist to be sure a patient’s expectations are realistic before treatment begins. Dentists must remember that in most cases, patients won’t have the clinical knowledge and understanding they have. They should never assume a patient understands their treatment or what’s likely to happen post-treatment; there must be a conversation to ensure this understanding.

4. Be sure patients have given their informed consent to treatment

Patients must be given the opportunity to provide their informed consent to treatment before being treated. Informed consent requires a conversation between the treating dentist and patient about recommended and alternate treatment options as well as the benefits and risks for each of those options. Informed consent should include informed financial consent which is a discussion about the expected costs of treatment. Details about the consent discussion need to be recorded in the clinical record. Signing a generic form at reception prior to seeing the dentist is not informed consent.

5. Maintain adequate clinical records

Clinical records are a history and evidence of what took place, and they serve numerous purposes. They assist with ongoing clinical care, as no dentist can remember how they’ve treated every patient in every consultation. They also assist as evidence if a dentist’s treatment is questioned by a patient, regulator, or private health insurer. And finally, they’re necessary for meeting the expectations of the Dental Board of Australia (the Board).

6. Only treat within your individual scope of practice

All dentists should understand their own individual scope of practice. This isn’t just based on practitioner divisions within dentistry, but also an individual’s education and experience. According to the Board’s Guidelines for Scope of Practice document, “You must only perform dental treatment that you have been educated and trained in, and that you are competent in”. Therefore, when a clinical situation is outside a dentist’s scope of practice, they need to refer the patient to someone suitably qualified.

Dentists are expected to use their professional judgement to assess their scope of practice. To assist with this, the Board has created a reflective practice tool. This tool, and the Scope of Practice document, can be found at dentalboard.gov.au/Codes-Guidelines/Policies-Codes-Guidelines

7. Don’t be coerced into treating against your better judgement

There’ll be occasions when a dentist is asked to do something they don’t believe is in the best interests of the patient, such as when a patient is asking for a particular type of treatment which isn’t clinically indicated. Dentists need to be sure they use their professional judgment when deciding on treatment and not allow themselves to be convinced to do something that isn’t appropriate. They must remember that they’re responsible for, and need to be able to justify, their clinical decisions and actions.

8. Maintain infection control standards

Guild regularly sees complaints alleging a dental practice’s infection control standards are below the standard they should be. And what might be surprising is that these complaints are often lodged by patients, not just health professionals. Dentists and their colleagues must be sure they understand and adhere to the guidance provided by the Board. It’s also vital to ensure their knowledge and practice is current.

9. Adhere to advertising requirements

Ahpra’s expectations regarding advertising are explained in the Guidelines for Advertising Regulated Health Services document which can be found at ahpra.gov.au/Resources/Advertising-hub. There are numerous complaints continually being lodged with Ahpra alleging health professionals are breaching these guidelines. Dentists need to be aware these guidelines specify what’s required under the National Law and non-compliance is a criminal offence for which hefty fines can be imposed.

10. Know and adhere to all Ahpra requirements

As a health professional registered with Ahpra, it’s a dentist’s responsibility to make themself aware of what’s required. This means making the time to seek out and read the numerous codes and guidelines found on the Ahpra website (ahpra.gov.au). Some of these documents detail what’s considered best practice while some information refers to the law. Not knowing this information is no excuse for not adhering to it.

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Guild Insurance Limited ABN 55 004 538 863, AFS Licence No. 233 791. Guild Insurance supports your Association through the payment of referral fees. This article contains information of a general nature only, and is not intended to constitute the provision of legal advice. For more information call 1800 810 213. DEN575825 Learnings from Dental Claims RA 05/2026

All employers, business owners, contractors and employees have an obligation to create and maintain a safe working environment. And to do this, we all need to think about what makes our workplace unique in terms of the risks and the strategies needed to keep it safe.

There are a few ways in which podiatry practices can pose risks to the personal safety of practitioners, other people who work there and patients. One-on-one consultations mean that the practitioner is always alone with a patient. Small practices can lead to practitioners being the only worker present in a clinic. And the varied hours of clinics will often see practitioners working late at night.

Below are some tips to help you create a safe workplace for everyone who comes into your practice.

• When booking in a new patient who you know nothing about, consider booking them in during a busy time of the day when there are other staff around, rather than when the practitioner will be in the practice alone.
• If you have a patient who, for any reason, raises some red flags in terms of the practitioner’s comfort levels, only allow them to book in when there are others in the practice.
• If a practitioner is practicing in the evening and is the only person working at that time, consider locking the front door to the practice. If you do this, explain to patients inside what you’re doing and why. And consider your process for other patients who’ll be arriving. Will you let them know the door will be locked and that they’re to wait outside until you’re ready for them? Maybe you’ll only lock the door once the final patient for the day has arrived.
• Installing a buzzer on the front door notifies you when it’s been opened, thereby allowing you to be sure when people are entering your practice.
• Consider installing a reception area camera and post clear signage so anyone who enters understands they’re being filmed and will be identifiable. Don’t use cameras in treatment rooms.
• Consider walking patients and colleagues to their cars when it’s late, however be sure to consider your own safety when doing this. Provide patients with advice on safe places to park.
• Always lock your car doors as soon as you get in, and keep in mind criminals can approach from varying angles, so they may be in your blind spot.
• If the practice is in the home of the practitioner, have processes in place to separate the living space from the practice to protect the privacy and safety of the practitioner and their family members, especially children. And be aware, family members may also breach a patient’s privacy or modesty, so ensure everyone in your household understands the rules.
• Keep records of any uncomfortable, challenging or threatening behaviours from patients, and be sure to save anything that’s received via text or email. This information is to be recorded in the patient record. The details on what occurred can be brief, but must be professional, keeping in mind records can be seen by others.
• Don’t contact patients via your personal email or mobile phone or provide these details to them. If you need to contact them while off-site, put your phone on “No Caller ID” so they don’t have access to your phone number. If you leave a voicemail message, ask the patient to call the clinic phone, not your mobile.
• Have a practice policy that advises against practitioners connecting with patients on social media as these connections can contribute to the blurring of professional boundaries. And be sure to understand the privacy settings of any social media platforms used.
• Discuss any challenging or awkward situations with your colleagues or other healthcare professionals, while maintaining patient confidentiality. This not only provides support when dealing with challenging situations, it can also provide additional tips for how to manage these situations.

It’s important to remember that workplace safety laws apply to everyone in the business, including contractors, not just the business owner. A safe work environment is in everyone’s best interest so open communication about any concerns is the best way to protect all staff members.

Download PDF Here

All employers, business owners, contractors and employees have an obligation to create and maintain a safe working environment. And to do this, we all need to think about what makes our workplace unique in terms of the risks and the strategies needed to keep it safe.

There are a few ways in which Chinese medicine and acupuncture practices can pose risks to the personal safety of practitioners, other people who work there and patients. One-on-one consultations mean that the practitioner is always alone with a patient. Small practices can lead to practitioners being the only worker present in a clinic. And the varied hours of clinics will often see practitioners working late at night.

Below are some tips to help you create a safe workplace for everyone who comes into your practice.

• When booking in a new patient who you know nothing about, consider booking them in during a busy time of the day when there are other staff around, rather than when the practitioner will be in the practice alone.
• If you have a patient who, for any reason, raises some red flags in terms of the practitioner’s comfort levels, only allow them to book in when there are others in the practice.
• If a practitioner is practicing in the evening and is the only person working at that time, consider locking the front door to the practice. If you do this, explain to patients inside what you’re doing and why. And consider your process for other patients who’ll be arriving. Will you let them know the door will be locked and that they’re to wait outside until you’re ready for them? Maybe you’ll only lock the door once the final patient for the day has arrived.
• Installing a buzzer on the front door notifies you when it’s been opened, thereby allowing you to be sure when people are entering your practice.
• Consider installing a reception area camera and post clear signage so anyone who enters understands they’re being filmed and will be identifiable. Don’t use cameras in treatment rooms.
• Consider walking patients and colleagues to their cars when it’s late, however be sure to consider your own safety when doing this. Provide patients with advice on safe places to park.
• Always lock your car doors as soon as you get in, and keep in mind criminals can approach from varying angles, so they may be in your blind spot.
• If the practice is in the home of the practitioner, have processes in place to separate the living space from the practice to protect the privacy and safety of the practitioner and their family members, especially children. And be aware, family members may also breach a patient’s privacy or modesty, so ensure everyone in your household understands the rules.
• Keep records of any uncomfortable, challenging or threatening behaviours from patients, and be sure to save anything that’s received via text or email. This information is to be recorded in the patient record. The details on what occurred can be brief, but must be professional, keeping in mind records can be seen by others.
• Don’t contact patients via your personal email or mobile phone or provide these details to them. If you need to contact them while off-site, put your phone on “No Caller ID” so they don’t have access to your phone number. If you leave a voicemail message, ask the patient to call the clinic phone, not your mobile.
• Have a practice policy that advises against practitioners connecting with patients on social media as these connections can contribute to the blurring of professional boundaries. And be sure to understand the privacy settings of any social media platforms used.
• Discuss any challenging or awkward situations with your colleagues or other healthcare professionals, while maintaining patient confidentiality. This not only provides support when dealing with challenging situations, it can also provide additional tips for how to manage these situations.

It’s important to remember that workplace safety laws apply to everyone in the business, including contractors, not just the business owner. A safe work environment is in everyone’s best interest so open communication about any concerns is the best way to protect all staff members.

Download PDF Here

Guild Insurance sees numerous allegations against Chinese medicine practitioners and acupuncturists where the patient claims the practitioner has behaved in a sexually inappropriate manner during treatment.

These claims may involve allegations regarding the way the practitioner has touched them, or they may relate to what’s been said during the consultation. These are incredibly serious allegations that cause a great deal of stress for both the practitioner and the patient.

Case example 1

The patient alleged that during treatment the practitioner moved and undid items of the patient’s clothing without the patient’s consent, leaving the patient feeling exposed and uncomfortable.

Case example 2

The patient complained about what they perceived to be excessive and unnecessary physical contact during treatment that left them feeling uncomfortable. The patient stated they’d received this type of treatment before and had never been touched in this manner.

How can these allegations be avoided?

Be mindful of patient clothing

If treatment would be easier with the patient’s clothes removed or adjusted, this should be clearly explained to the patient, while seeking their consent. Being even partially undressed can leave patients feeling exposed and vulnerable. Adhere to the following tips regarding patients and their clothing:

• Consider making patients aware prior to their appointment that they may be asked to remove or adjust clothing, if they’re comfortable doing so. This allows the patient to consider what clothing might be most suitable and practical to wear.
• Be sure you explain to patients why you would like them to remove or adjust their clothing, keeping in mind it may not be obvious to them.
• Provide the patient with clean towels and/or gowns to keep the parts of their body not being treated covered. These must be of a sufficient size to adequately cover all patients.
• If moving or adjusting the patient’s clothing once treatment has begun, seek the patient’s consent first, and ensure you offer to re-position the clothes afterwards.
• Be very clear about what you want patients to remove and what they should leave on. Simply asking them to undress is likely to cause confusion and apprehension.
• Give patients privacy when undressing and dressing by either having a screen for them to go behind, or by leaving the room.
• Remember that patients can decline to consent to adjusting or removing clothes; don’t assume they’re ok with it.

Gender is irrelevant

It’s easy to think that allegations of inappropriate touching are predominately issues when treating patients of the opposite gender. However, this isn’t the case. Regardless of the patient’s or your gender, there’s always a possibility for the patient to feel uncomfortable. The way you explain treatment to patients and seek their informed consent should not differ based on the patient’s gender.

Informed consent

All health professionals would be aware of their professional obligation to ensure a patient has given their informed consent prior to assessment and treatment beginning. For a patient to be able to give informed consent, they need to have had the assessment and treatment explained to them in a manner they understand. This means avoiding clinical language which may be confusing while providing the risks and benefits to what you’re proposing and allowing time for the patient to ask questions.

When treatment involves touching the patient, it’s important to clearly explain to patients where you’re proposing to touch them, and why. It may even require you to demonstrate on yourself exactly where you’re referring to. Remember that in some cases you won’t directly touch the patient where they feel pain or discomfort, so the treatment area may not be obvious to them. Keep in mind that even after treatment has commenced, patients can withdraw consent at any time if they don’t feel comfortable.

Record keeping

Record keeping is a professional requirement which serves several purposes. Detailed and accurate clinical notes allow for continuity of patient care. They also provide evidence of what took place during a consultation, and why.

If a patient alleges they’ve been touched inappropriately, the practitioner’s clinical record will be examined for evidence of what treatment was provided and the clinical justification for this. The clinical record should also contain evidence of the patient consenting to the treatment. Without this information in the clinical record, it becomes very difficult for the practitioner to defend their actions.

Don’t make assumptions

As with any professional, practitioners can become overly familiar with what they know and do every day. However, they must remember that patients won’t have that level of familiarity when it comes to treatment. Regardless of how many times a practitioner has treated a patient, they should never make assumptions about what the patient will understand about treatment, be comfortable with and be willing to consent to. Treatment always needs to be explained to patients, even if they’ve received that treatment before.

Consider the patient’s demeanour

While it isn’t expected that a practitioner can be sure of what a patient is thinking and feeling just by their body language, we all have some ability to gauge when a person is feeling uncomfortable with a situation. If you have a patient who appears to not be comfortable with the treatment being suggested or carried out, stop what you’re doing and assess the situation. You may need to further explain the treatment so it’s better understood. You may need to reposition clothing or gowns so the patient is more adequately covered. Or you may need to remind the patient that they don’t have to consent to treatment being proposed and discuss other treatment options. It’s also worth informing patients that they can bring a support person, such as a friend or relative, into the treatment room with them if that would make them feel more comfortable.

Talking while treating

Being a personable and friendly health professional can be beneficial in terms of building relationships with patients, but it can also have its downside. While having non-treatment related chats with a patient during treatment is acceptable, there will be occasions when the chatting should cease so further information about treatment can be discussed. It’s far too easy to forget what has and hasn’t been explained, and consented to, when continually chatting during treatment.

Download PDF Here

All employers, business owners, contractors and employees have an obligation to create and maintain a safe working environment. And to do this, we all need to think about what makes our workplace unique in terms of the risks and the strategies needed to keep it safe.

There are a few ways in which physiotherapy practices can pose risks to the personal safety of practitioners, other people who work there and patients. One-on-one consultations mean that the practitioner is always alone with a patient. Small practices can lead to practitioners being the only worker present in a clinic. And the varied hours of clinics will often see practitioners working late at night.

Below are some tips to help you create a safe workplace for everyone who comes into your practice.

• When booking in a new patient who you know nothing about, consider booking them in during a busy time of the day when there are other staff around, rather than when the practitioner will be in the practice alone.
• If you have a patient who, for any reason, raises some red flags in terms of the practitioner’s comfort levels, only allow them to book in when there are others in the practice.
• If a practitioner is practicing in the evening and is the only person working at that time, consider locking the front door to the practice. If you do this, explain to patients inside what you’re doing and why. And consider your process for other patients who’ll be arriving. Will you let them know the door will be locked and that they’re to wait outside until you’re ready for them? Maybe you’ll only lock the door once the final patient for the day has arrived.
• Installing a buzzer on the front door notifies you when it’s been opened, thereby allowing you to be sure when people are entering your practice.
• Consider installing a reception area camera and post clear signage so anyone who enters understands they’re being filmed and will be identifiable. Don’t use cameras in treatment rooms.
• Consider walking patients and colleagues to their cars when it’s late, however be sure to consider your own safety when doing this. Provide patients with advice on safe places to park.
• Always lock your car doors as soon as you get in, and keep in mind criminals can approach from varying angles, so they may be in your blind spot.
• If the practice is in the home of the practitioner, have processes in place to separate the living space from the practice to protect the privacy and safety of the practitioner and their family members, especially children. And be aware, family members may also breach a patient’s privacy or modesty, so ensure everyone in your household understands the rules.
• Keep records of any uncomfortable, challenging or threatening behaviours from patients, and be sure to save anything that’s received via text or email. This information is to be recorded in the patient record. The details on what occurred can be brief, but must be professional, keeping in mind records can be seen by others.
• Don’t contact patients via your personal email or mobile phone or provide these details to them. If you need to contact them while off-site, put your phone on “No Caller ID” so they don’t have access to your phone number. If you leave a voicemail message, ask the patient to call the clinic phone, not your mobile.
• Have a practice policy that advises against practitioners connecting with patients on social media as these connections can contribute to the blurring of professional boundaries. And be sure to understand the privacy settings of any social media platforms used.
• Discuss any challenging or awkward situations with your colleagues or other healthcare professionals, while maintaining patient confidentiality. This not only provides support when dealing with challenging situations, it can also provide additional tips for how to manage these situations.

It’s important to remember that workplace safety laws apply to everyone in the business, including contractors, not just the business owner. A safe work environment is in everyone’s best interest so open communication about any concerns is the best way to protect all staff members.

Download PDF Here

All employers, business owners, contractors and employees have an obligation to create and maintain a safe working environment. And to do this, we all need to think about what makes our workplace unique in terms of the risks and the strategies needed to keep it safe.

There are a few ways in which natural therapy practices can pose risks to the personal safety of practitioners, other people who work there and patients. One-on-one consultations mean that the practitioner is always alone with a patient. Small practices can lead to practitioners being the only worker present in a clinic. And the varied hours of clinics will often see practitioners working late at night.

Below are some tips to help you create a safe workplace for everyone who comes into your practice.

• When booking in a new patient who you know nothing about, consider booking them in during a busy time of the day when there are other staff around, rather than when the practitioner will be in the practice alone.
• If you have a patient who, for any reason, raises some red flags in terms of the practitioner’s comfort levels, only allow them to book in when there are others in the practice.
• If a practitioner is practicing in the evening and is the only person working at that time, consider locking the front door to the practice. If you do this, explain to patients inside what you’re doing and why. And consider your process for other patients who’ll be arriving. Will you let them know the door will be locked and that they’re to wait outside until you’re ready for them? Maybe you’ll only lock the door once the final patient for the day has arrived.
• Installing a buzzer on the front door notifies you when it’s been opened, thereby allowing you to be sure when people are entering your practice.
• Consider installing a reception area camera and post clear signage so anyone who enters understands they’re being filmed and will be identifiable. Don’t use cameras in treatment rooms.
• Consider walking patients and colleagues to their cars when it’s late, however be sure to consider your own safety when doing this. Provide patients with advice on safe places to park.
• Always lock your car doors as soon as you get in, and keep in mind criminals can approach from varying angles, so they may be in your blind spot.
• If the practice is in the home of the practitioner, have processes in place to separate the living space from the practice to protect the privacy and safety of the practitioner and their family members, especially children. And be aware, family members may also breach a patient’s privacy or modesty, so ensure everyone in your household understands the rules.
• Keep records of any uncomfortable, challenging or threatening behaviours from patients, and be sure to save anything that’s received via text or email. This information is to be recorded in the patient record. The details on what occurred can be brief, but must be professional, keeping in mind records can be seen by others.
• Don’t contact patients via your personal email or mobile phone or provide these details to them. If you need to contact them while off-site, put your phone on “No Caller ID” so they don’t have access to your phone number. If you leave a voicemail message, ask the patient to call the clinic phone, not your mobile.
• Have a practice policy that advises against practitioners connecting with patients on social media as these connections can contribute to the blurring of professional boundaries. And be sure to understand the privacy settings of any social media platforms used.
• Discuss any challenging or awkward situations with your colleagues or other healthcare professionals, while maintaining patient confidentiality. This not only provides support when dealing with challenging situations, it can also provide additional tips for how to manage these situations.

It’s important to remember that workplace safety laws apply to everyone in the business, including contractors, not just the business owner. A safe work environment is in everyone’s best interest so open communication about any concerns is the best way to protect all staff members.

Download PDF