Unacceptable Behaviour Policy
Overview
MindOf is dedicated to creating and maintaining a safe, welcoming, inclusive and diverse community. MindOf nurtures a healthy environment and culture of mutual respect and consideration, allowing all members of the organisation to thrive without fear of abuse, aggression, threats of violence, acts of discrimination or associated microaggressions, harassment and/or related misconduct.
MindOf is committed to providing excellent customer service to, patients, families and professionals(collectively referred to as individuals) that use or collaborate with our services and we will always do our best to support users of MindOf.
In return, we expect people to treat our staff with the respect and courtesy that will allow them to carry out their work efficiently and without being subject to harm. We understand that individuals may act out of character at times, given that they are engaging with MindOf about a situation that may be distressing for them. However, in occasional cases this behaviour can become inappropriate and unacceptable, despite MindOf’s best efforts to help respond to this. Therefore, MindOf has created this policy document to set out the different types of unacceptable behaviour that staff may experience when carrying out their daily duties, and the steps we can take.
What does this policy do?
This policy enables MindOf to deal with unacceptable behaviour in a professional and structured way. It lets individuals and staff know what we consider to be unacceptable behaviour and the steps we will take to address such behaviour. The policy applies to all individuals that use our services.
What is Unacceptable Behaviour?
MindOf staff have the right to decide when an individual’s behaviour has become unacceptable, using this policy as their guide. If they feel an individual’s behaviour is unacceptable, and they feel harmed by it, then they are encouraged to tell the individual. It is irrelevant whether the individual who presented the behaviour intended to cause offence or harm. Instead, what matters is how the MindOf staff was affected by the behaviour and how it made them feel.
Therefore, it is not easy to give a comprehensive list of what MindOf considers to be unacceptable behaviour because it will depend to some degree on the circumstances of the event. We provide, however, broad examples in this policy document of what MindOf considers to be unacceptable behaviour, but this list is not exhaustive.
When can Unacceptable Behaviour occur?
Unacceptable behaviour can occur in any interaction between MindOf staff and individuals, which can include:
o Telephone and video conversations
o Face to face conversations
o Emails
o Online review websites
o Letters
o Webchat
o Social media platforms such as Facebook, LinkedIn and Twitter
What are the types of Unacceptable Behaviour?
MindOf has broken down unacceptable behaviour into five categories:
1. Aggression, rudeness and abuse
2. Threats of violence
3. Intimidation
4. Acts of discrimination and associated microaggressions
5. Vexatious behaviour
1.Aggression, rudeness and abuse Aggression, rudeness and abuse
This encompasses behaviour that is hostile and disrespectful. For example, individuals being dismissive towards MindOf staff or raising their voices/shouting on the phone would constitute behaviour under this heading.
Further examples of such behaviour include, but are not limited to:
o Swearing or using offensive language in conversations or written communications
o Using insults or condescending language
o Disrespectful or aggressive written communication
It is worth noting that if an individual is excessively using offensive language, but the language is not directed at the staff member, this can still be considered unacceptable behaviour.
2.Threats of violence
Threats of violence involve intentionally putting another person in fear for their safety. We all say things we regret at times, but MindOf has a responsibility to protect its staff and take any threats of violence very seriously. Being threatened with physical violence can be very frightening, particularly when the recipient is not sure whether the individual making the threats is serious.
Examples of such behaviour include, but are not limited to:
o Making statements on social media that the individual will seek out and attack someone, even as a joke
o The individual saying they will harm the staff member they are communicating with or one of their colleagues
o The individual saying they will damage the company’s or an staff member’s property, confront staff members
o Threatening confrontation, such as the individual saying they will come to the office to confront staff members.
3.Intimidation
Intimidation is acting to frighten or threaten somebody so that they will do what you want. In order to provide our services independently, impartially and adhere to good medical practice principles to act in the best interest of the young person who is the patient, MindOf staff must be able to do their jobs without worrying that an individual will target them as a result.
Examples of such behaviour include, but are not limited to:
o Threatening to ‘name and shame’ an employee on social media or in the press o Threatening to start legal action against a staff member or MindOf
o The individual saying they will engage in vexatious behaviour, such as nuisance calling.
It is worth noting that notifying MindOf of legal action or making press enquiries does not necessarily constitute unacceptable behaviour. It is only if such actions are threatened by an individual in order to get a specific outcome that it will be considered to be intimidation.
4. Acts of discrimination and associated microaggressions
Discrimination involves the unjust or prejudicial treatment of different categories of people on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation (collectively referred to as ‘protected characteristics’). Associated microaggressions can be defined as statements, actions or incidents that illustrate an indirect, subtle or unintentional discrimination against members of a marginalised group, such as a racial or ethnic minority. It is worth noting that microaggressions are usually more indirect and subtler in comparison to discrimination.
MindOf will not tolerate any acts of discrimination or associated microaggressions made against MindOf staff, whether made verbally or in written correspondence.
Examples of such behaviour include, but are not limited to:
o Requesting to speak to a staff member from a specific racial background
o Using a slur or derogatory term that relates to one or more protected characteristics, whether directed at a staff member or not the adjudicator on the case
o Repeated and intrusive questioning of an staff member in relation to their racial background
o Requesting for adjudications to be conducted by someone different after seeing the name of a member of staff
o Requesting to speak to someone else because of a staff member’s accent
o Requesting to change the pronunciation of a staff member’s name to make it easier for the individual to pronounce
o Individuals negatively changing their attitude or tone towards a staff member once they become aware of a staff member’s protected characteristic(s)
o Ascribing intelligence or competence on the basis of a staff member’s protected characteristic(s)
o Making remarks related to being impressed with a woman’s expertise/role
o Negatively commenting on the staff of a company that the individual is in dispute with because they are based in a different country
5.Vexatious behaviour
Vexatious behaviour includes excessive levels of contact, consistently making unreasonable demands of MindOf or its staff, and harassing MindOf or its Staff.
For example, an individual contacting MindOf multiple times a day in relation to their treatment would be considered vexatious behaviour. MindOf staff will endeavour to have productive and proportionate conversations with individuals to help them with their queries.
However, staff cannot provide individuals with unlimited time as this impacts our ability to provide a quality service to all individuals.
Further examples of such behaviour include, but are not limited to:
o Seeking to repeatedly discuss the same issue even though the issue has been forwarded to the relevant person
o Repeatedly attempting to file a complaint without following the published complaints procedure
o Consistently demanding immediate escalation to a manager, or immediate resolution of issues
o Repeatedly seeking contact from staff outside of office hours
o Repeatedly seeking unjustified prioritisation over other individuals
o Refusing to accept that an individual is unable to speak directly with a clinician, despite having been advised of this
o Making frivolous complaints about staff
o Repeatedly asking for a discount
What can astaff member do in response to Unacceptable Behaviour?
Staff are empowered to take any of the actions below that they consider to be appropriate in the circumstances in order to effectively respond to unacceptable behaviour.
o The staff member is encouraged to alert an individual to any unacceptable behaviour
o The staff member should give a warning to allow the individual the opportunity to adjust their tone or behaviour, to retract any statements made in order to avoid any further instances of unacceptable behaviour.
o The staff member may also seek assistance from their colleagues or their manager, which may include transferring the call or contact to another staff member.
o If the behaviour persists, the staff member is able to terminate the call or contact. If this happens, the staff member will advise the individual that the call or contact is to be terminated and the reasons why, and the staff member will then notify their manager immediately.
o A copy of the Unacceptable Behaviour Policy will be provided to the individual where possible.
It is worth noting that a staff member is not required to use each of these actions in a particular order. The action(s) that the staff member chooses to take will depend on the severity of the unacceptable behaviour that the individual has displayed.
What can MindOf do in response to persistent Unacceptable Behaviour?
MindOf management will seek to support staff members in taking actions in line with this Policy. In some situations, a staff member may deal with an individuals’ unacceptable behaviour without the need for this to be escalated. However, when escalation is required, MindOf management will take any action that they consider to be appropriate in the circumstances in order to effectively respond to unacceptable behaviour.
These actions may include:
o The individual’s contact may be limited to a particular format (e.g. written correspondence only).
o Contact from the individual’s telephone number and/or email address may be blocked.
o The individual’s contact may be limited to a specific staff member of MindOf.
o If the individual’s unacceptable behaviour is of a particularly severe nature, the individual’s case may be closed and all services withdrawn and the individual discharged back to their referrer or GP.
o If the individual’s unacceptable behaviour is of a particularly severe nature, the individual’s access to MindOf’s services in the future may be refused.
o The individual may be reported to the police, or legal action may be taken against them, if we believe that any aspect of their unacceptable behaviour raises serious concerns for the safety of our staff.
o The individual may be reported to an industry regulator or another relevant organisation (especially if the behaviour is from one of their members).
o If an individual makes unacceptable comments on social media about MindOf and/or its staff, action may be taken to seek to have such comments removed.
MindOf management will write to the individual where possible to explain any steps that have been taken as a result of the individual’s behaviour.
Where possible, a copy of the Unacceptable Behaviour Policy will also be provided to the individual, if this has not previously been done.
Version 1
Reviewed 15/12/2025 by Dr Olivia Fiertag & Dr Octavia Williams.
Next review due by December 2027