Patient Code of Conduct and Mutual Respect Policy

By scheduling an appointment, entering our clinic, or receiving care at our practice, you acknowledge and agree to the terms of this policy.

Brief Policy Summary

A) Mutual Respect: We commit to providing a safe, welcoming environment, and we ask that you treat our staff with the same courtesy.

B) Zero Tolerance: Verbal aggression, abuse, or harassment will result in the immediate termination of the phone call or visit, and escalation to our Operations Manager.

C) Care Consequences: In line with Ontario dental regulations (RCDSO), severe or repeated abuse will result in formal dismissal from our practice with a 30-day emergency-only transition window.

Our Mutual Expectations

We are fully committed to providing outstanding oral health care in a safe, positive, and professional environment. To protect our staff, clinical team, and other patients, we maintain a strict policy regarding mutual respect and safe behavior on our premises, on the phone, and in all written communications and ask that our patients:

A) Communicate Courteously: Treat all staff, including administrative team members, clinical assistants, hygienists, and dentists, with dignity and respect.

B) Respect Appointments: Arrive on time for scheduled visits. If you must reschedule or cancel, please provide our office with the minimum 2-business-day advanced notice required to avoid a short-notice cancellation fee.

C) Keep Clinical Information Current: Promptly notify the clinic of any changes to your medical history, current medications, or contact information.

D) Respect the Clinical Space: Maintain a quiet, calm environment. Please turn off or silence mobile devices during active treatments.

Zero-Tolerance for Aggression

We maintain a zero-tolerance policy for abusive, intimidating, hostile, or discriminatory communication of any kind.

⚠ Immediate Escalation Protocol: Any instance of verbal aggression—including but not limited to shouting, swearing, using offensive or discriminatory language, or making threatening gestures—will result in the immediate termination of the interaction.

Our staff is fully authorized to pause the interaction, hang up the phone, and ask the individual to leave the desk/clinic area immediately. The matter will be directly escalated to our Operations Manager for follow up and/or formal review.

Consequences and Formal Dismissal

Under the Royal College of Dental Surgeons of Ontario (RCDSO) guidelines, a breakdown of mutual trust, respect, and confidence compromises a dentist’s ability to provide safe and effective care.

If a patient fails to comply with this policy, the practice will enforce the following progressive steps:

A) Immediate Appointment Suspension: Any ongoing, non-emergency appointment will be halted immediately, and the patient will be asked to leave the premises.

B) Review of the Patient-Provider Relationship: The Operations Manager and Principal Dentist will review the incident. Repeated non-compliance or any single severe incident of abuse will result in formal dismissal from the practice.

C) Formal Written Dismissal: If we must end our professional relationship, you will receive a formal written notice of dismissal sent to your address on file.

D) Transition of Care Period: In strict compliance with RCDSO regulations, once a formal dismissal notice is issued:

i) We will provide a 30-day emergency notice period during which our dentists will remain available to treat dental emergencies only (such as severe pain, infection, or trauma).

ii) We will assist you in locating a new dental provider or direct you to local resources to find a dentist accepting new patients.

iii) Upon receiving your written consent, we will promptly transfer copies of your clinical notes, records, and digital radiographs to your new dental provider.

A Final Note to Our Patients

We deeply value the trust you place in us to care for your smile. This policy is not meant to discourage open communication or feedback—we are always here to listen and resolve issues. Rather, it is designed to ensure that our clinic remains a peaceful, safe, and supportive healing space for patients and healthcare workers alike.

Thank you for partnering with us to keep our practice safe and respectful for everyone.