At Epsilon Pharmacy, we are committed to providing safe, compassionate, and effective care to all our patients. To ensure a professional and respectful environment for both patients and our team, we have established the following Terms of Service Agreement. By engaging with our pharmacy services, you agree to adhere to these expectations, which are designed to foster positive interactions and uphold high standards of care.

Pharmacy Expectations

1. Using the Correct Communication Channels

   Patients are expected to use the designated, secure communication channels provided by our pharmacy for all inquiries, appointment scheduling, and consultation requests. These channels ensure your privacy and help maintain the highest level of security and professionalism in all communications.

2. Treating our Team with Respect

   We expect that our patients and or their carers engage with our team in a respectful, professional, and courteous manner at all times. Our team are here to support your needs, and respectful communication promotes effective and collaborative care.

3. No Abusive Behaviour

   Abusive behaviour, including verbal abuse, intimidation, or aggressive actions towards our any member of our team, will not be tolerated. We strive to create a safe and respectful environment for everyone.

4. Warning and Resolution Opportunity

   In the event that concerns arise regarding behaviour or non-compliance, patients will be provided with a formal warning. We offer an opportunity for resolution and encourage open dialogue to address any issues or misunderstandings.

5. Grace Period for Resolution

   If a patient’s behaviour or treatment plan is of concern, we will work with the patient to resolve the issue. A reasonable grace period will be provided for the patient to make necessary adjustments, comply with treatment plans, or improve behaviour. Our goal is to provide support and work towards a positive resolution.

Unacceptable Behaviour

The following behaviours are considered unacceptable and will result in immediate action, including potential termination of services:

1. Attempts to Manipulate Prescriptions or Access to Medications

   Any attempts to manipulate prescriptions, provide false information, or acquire any prescription medicine for unauthorised or illegal purposes will result in immediate review and may lead to termination of services. The pharmacy will cooperate with authorities as and when required.

2. Threats of Any Nature

   Threatening language, whether verbal or written, directed towards team members or others, is strictly prohibited. This includes any form of physical threats, intimidation, or coercion. Threatening behaviour will result in immediate review and may lead to termination and blacklisting from our services.

3. Non-Compliance with Treatment Plans

   Non-compliance with the prescribed treatment plan, including refusal to follow safety protocols or guidelines for prescribed medicines, may lead to termination of services. Patients are expected to adhere to the instructions provided by our healthcare professionals to ensure safety and effectiveness.

By following the Terms of Service Agreement, we can contribute to a positive and respectful environment that ensures the delivery of high-quality care. We value your cooperation and commitment to maintaining the standards necessary for effective and safe treatment.

By using our services, you confirm your understanding and agreement with the Terms of Service Agreement. Our goal is to support your health and well-being while ensuring a safe and professional environment for all.

Thank you for choosing Epsilon Pharmacy.