- HR at Your FingerTIPS
- Patient Conduct
Frequently Asked Questions
The topic of patient bias and misconduct in work and education settings is unsettling. Supporting others and feeling supported is important if patient bias and/or misconduct has occurred.
The following guidance may be applicable as you contemplate how patient bias or misconduct may affect your work.
- What do I do if someone tells me they have experienced patient/visitor misconduct:
If someone tells you they have experienced patient/visitor misconduct, first offer them support. Listen to them and encourage them to seek help as needed. Encourage the person to report the incident to their immediate supervisor and complete the online reporting form.
If the person's safety is an immediate concern, contact Mayo Clinic Security at 911 from Mayo telephone, or call 9-911 for law enforcement.
- What should I do if I have experienced patient/visitor bias or misconduct?
Try to engage in conversation to better understand the request. Inform the patient or visitor of Mayo's expectations. See the guidelines outlined in the procedure; example of how to respond to inquiries, including a sample script and videos, are available on the patient and Visitor Conduct intranet site.
Report the incident using the online reporting form, and involve your supervisor or leader.
If your safety is an immediate concern, contact Mayo Clinic Security at 911 from Mayo telephone, or call 9-911 for law enforcement.
- Who should report patient/visitor bias or misconduct?
All employees at Mayo Clinic have a responsibility to report any display of patient/visitor misconduct.
For more examples of frequently asked questions on this topic, search for “Patient Conduct” on the Mayo intranet, available internally or via VPN for current employees.
What to know:
- Mayo Clinic’s values foster a respectful and harassment-free environment.
- Mayo Clinic employees have the right to work in an environment free from all forms of discrimination and conduct which can be considered harassing, coercive, or disruptive.
- Mayo Clinic prohibits harassment on the basis of race, sex, age, religion, national origin, marital status, color, creed, sexual orientation, gender identity or expression, disability (physical and mental), genetic information, veteran status, and status with regard to public assistance or other protected characteristics.
- Mayo Clinic does not accept disrespectful behavior of any kind towards or between co-workers, patients, volunteers, contractors or visitors.
- Mayo’s policy does not permit retaliation, and that too should be reported.
Why do I need to report patient/visitor misconduct?
- To help ensure that you or the complainant has access to all of the available resources.
- To help keep Mayo Clinic safe.
- To help ensure a respectful and harassment-free environment.
- To help identify and address any trends or systemic problems.
Mayo Clinic employee resources:
- Mayo Intranet Resource Toolkit: Search for “Patient Conduct”
- Patient/Visitor Conduct Policy
- Patient/Visitor Conduct Procedure
- Patient Request and Misconduct Reporting Form
- Termination Policy and Procedure (coming soon)
- Mutual Respect Policy
- Your supervisor
- HR Connect, 888-266-0440 or (77) 6-0440
- Example Scripts/Language for how to respond to patient and visitor conduct issues.
These resources and policies are intended for Mayo Clinic staff and students, including voting and consulting staff, allied health employees, residents, fellows, and employed research temporary professionals.