Patient Harassment Policy
Nagoya Eye Clinic (hereinafter referred to as "our clinic") strives to provide the best medical services by treating patients and their families sincerely and in response to their trust and expectations. However, some patients and their families who receive treatment, or those related to them, make demands that go beyond the bounds of common sense, or engage in verbal or physical actions that deny the dignity of our staff, violence, sexual harassment, etc., which are serious problems that lead to a deterioration of the work environment and clinical environment (these verbal and physical actions of patients and their families are called "pay harassment"). Our clinic will not tolerate pay harassment, and will take a firm stance against these nuisances in order to respect and protect the human rights of not only our staff, but also other patients and their families.
If you experience any of the following nuisances:
You may be refused treatment
- If there has been sexual harassment or violence against other patients or staff, or if there is a strong possibility of such happening
- When shouting, using abusive language or threatening behavior causes inconvenience to other patients or interferes with staff work
- If you make repeated unresolved demands that disrupt hospital operations
- Intentional damage to building facilities, etc.
- Bringing dangerous items into the hospital
If there is a risk of harm
If you believe you have actually been harmed,
I will call the police.
We will not tolerate any actions that may affect the survival of our hospital, including, of course, interference with medical treatment (business) or nuisance to other patients or staff, but also unreasonable demands, slander over the internet, etc. If you do not comply with warnings, we will refuse to treat you.
In order to protect the safety of patients and staff and ensure smooth medical treatment,
We appreciate your understanding and cooperation.
The following actions are
Please note that this is considered pay-hara.
The Corporate Manual for Countermeasures against Customer Harassment (Corporate Review Committee for the Preparation of a Corporate Manual for Countermeasures against Customer Harassment, Ministry of Health, Labour and Welfare) defines it as follows:
Customer harassment and patient harassment are complaints and verbal or physical actions from customers (patients and their families), including:
1. In light of the validity of the content of the claim or request,
② The means and manner in which the demands are realized are socially inappropriate, and such means and manner harm the working environment of the workers (hospital staff).
From patients and their families
If the request is not reasonable
- When no error or negligence is found in the medical services provided by the clinic
- If the request is not related to the medical services provided by the Clinic
Regardless of the validity of the request
Items likely to be deemed inappropriate
- Physical attacks (assault and injury)
- Mental attacks (threats, slander, libel, insults, verbal abuse) and intimidating behavior
- Demanding apologies in the form of kneeling
- Persistent behavior and words
- Restrictive behavior (refusing to leave, staying put, confinement, prolonged phone calls or correspondence)
- Discriminatory language and behavior
- Sexual language and behavior
- Attacks and demands against individual staff members
In light of the validity of the request
What may be deemed inappropriate
- Requests for non-payment of travel expenses or medical fees
- Financial guarantee required
- Demand for apology (other than apology on one’s knees included in the list above)
Please refrain from taking photographs or recording without permission.
Our hospital strives to protect the personal information and privacy of our visitors and staff. For crime prevention purposes, we have installed security cameras in the hospital. Thank you for your understanding. If you wish to take or record images, please inform a staff member in advance.
