We are committed to having good, positive relationships with healthcare providers.
We have a duty to protect and support our staff, their health and safety and to provide a safe workplace. We are committed to taking all necessary steps to prevent or manage unacceptable behaviour by healthcare providers and minimise harm from interactions where healthcare provider behaviour may negatively impact our staff.
These guidelines have been developed to help manage situations where our staff encounter unacceptable behaviour from healthcare providers by setting out:
Most healthcare providers who we interact with act professionally, reasonably and responsibly. However, in a small number of cases, our staff experience behaviour by healthcare providers that is unreasonable and unacceptable.
The Medical Council of New Zealand (MCNZ) has a Statement on unprofessional behaviour which their members are expected to follow. We subscribe to this statement as a minimum requirement of healthcare provider behaviour, to ensure there is a clear understanding and consistency for healthcare providers regarding expectations for conduct and professionalism.
We consider that when a healthcare provider behaves in any of these ways their behaviour is unacceptable for the purposes of these guidelines.
To be clear we do not accept any harm, abuse or threats directed at our staff at any time, particularly when they are trying to do their job. Any behaviour of this kind by a healthcare provider towards our staff will result in the following:
Any such behaviour from our staff towards healthcare providers will undergo a similar investigation.
Depending on the behaviour, Southern Cross may take the following action/s:
If you have any questions, please contact your partnership manager.
Southern Cross Medical Care Society (trading as Southern Cross Health Society) is a licensed insurer and a licensed financial advice provider. For more information about the financial advice service we provide and a copy of our public disclosure statement please visit southerncross.co.nz/disclosure-statement.
Southern Cross Medical Care Society (trading as Southern Cross Health Society) has an A+ (Strong) financial strength rating given by S&P Global Ratings Australia Pty Ltd. The rating scale is: AAA (Extremely Strong), AA (Very Strong), A (Strong), BBB (Good), BB (Marginal), B (Weak), CCC (Very Weak), CC (Extremely Weak), SD or D (Selective Default or Default). Ratings from ‘AA’ to ‘CCC’ may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major rating categories. Full details of the rating scale are available at S&P Global Ratings. S&P Global Ratings Australia Pty Ltd is an approved rating agency under the Insurance (Prudential Supervision) Act 2010.