All of us at VMC understand that you’re not a customer — you’re a patient seeking care, often during moments of stress, discomfort, or vulnerability. We recognise that behind every visit there is a need, a concern, or sometimes real human suffering. You deserve empathy, compassion, and respect every time you reach out to us.
If at any point we fall short of the standard of care you deserve, we truly want to hear about it. Your feedback helps us learn, improve, and better support you and our community.
We are also aware that our community is facing a shortage of doctors, and this can lead to longer wait times and frustrations when trying to access care. Please know that we are working hard behind the scenes to reduce these delays and expand the services we offer.
Unfortunately, when we are unable to meet someone’s needs, our staff are increasingly experiencing hostility, aggression, and abuse. We understand that this often comes from a place of stress or fear — but we also have a responsibility to provide a safe and respectful environment for the people who are here to help you.
To protect both patients and staff, we ask for all parties to stay respectful during interactions. If behaviour becomes aggressive:
- We may gently let you know that the conversation is becoming disrespectful or abusive.
- If the behaviour continues—or if staff are subjected to verbal, psychological, or physical harm—they will need to end the interaction.
- On the phone, this may mean ending the call.
- In the clinic, you may be asked to leave so the situation does not escalate.
In cases of repeated or serious incidents, we may need to consider discharging you from the practice and you will need to seek care elsewhere.
Our goal is to create a safe, supportive space for patients and staff alike. We truly appreciate your cooperation as we work together to eliminate abuse in the workplace and promote VMC as safe and respectful environment for all.
David Lampert
General Manager
Victor Medical Centre
