We have established this Basic Policy on Customer Harassment to maintain an environment in which patients, their families and our hospital staff respect one another, and in which medical care can be provided and received with peace of mind.

We ask for your understanding and cooperation.

　

　

1. 1.Basic Policy

The Aijinkai Group (hereinafter ‘the Group’) strives to provide trusted medical, care and welfare services by treating patients, service users and their families with sincerity and courtesy.

However, some requests or behaviour from patients, service users and their families may include:

• Remarks or behaviour that denigrate the dignity of staff
• Violence, intimidating behaviour or discriminatory remarks
• Sexual harassment
• Behaviour that significantly hinders the proper performance of duties

and other such actions that may be observed, which undermine staff dignity and deteriorate the working environment.

These acts not only threaten the safety and peace of mind of our staff but also have a serious adverse effect on the very provision of safe, high-quality medical and care services; as such, the Group cannot under any circumstances turn a blind eye to them.

It is our Group’s fundamental policy that, should a staff member experience customer harassment, we will respond resolutely as an organisation—rather than allowing the individual to bear the burden alone—to protect the safety and dignity of our staff.

　

　

2. 2.Definition of Customer Harassment

Based on the Ministry of Health, Labour and Welfare’s ‘Corporate Manual on Measures against Customer Harassment’, our Group defines customer harassment as follows:

Requests or behaviour from patients, service users, family members, etc., where—regardless of the validity of the request itself—the means or manner used to fulfil the request are deemed unreasonable by generally accepted social standards, and which consequently harm the working environment of staff.

　

　

3. 3.Examples of requests lacking validity

• Excessive demands in cases where no error or negligence is recognised in the medical or care services provided
• Demands unrelated to the medical, care or welfare services provided by our Group
• Demands for special treatment that disregard established systems or rules

　

　

4. 4.Examples of behaviour deemed unreasonable by generally accepted social standards

(Behaviour highly likely to be deemed unreasonable regardless of the validity of the demand)

• Physical assault (assault, bodily harm, etc.)
• Psychological assault (threats, slander, defamation, insults, verbal abuse, etc.)
• Intimidating or overbearing behaviour
• Forcing staff to kneel or make excessive apologies
• Continuous or persistent behaviour
• Restrictive behaviour (refusal to leave, occupying the premises, prolonged reprimands, etc.)
• Discriminatory behaviour
• Sexual behaviour ・Stalking
• Attacks on individual staff members, demands for personal information, etc.

(which may be deemed unreasonable in light of the validity of the request)

• Unjustified demands for the reimbursement or waiver of transport costs, medical fees, etc.
• Excessive demands for financial compensation
• Demands for apologies that go beyond what is generally accepted in society, etc.

　

　

5. 5.Our Group’s Response

Should a member of staff be subjected to customer harassment, our Group will take the following measures:

• Prompt reporting to and consultation with line managers or supervisors
• An organised response involving multiple staff members
• Ceasing the behaviour and requesting the individual to leave, as necessary
• Cooperation with the police and relevant authorities in serious cases
• Care for the staff member’s physical and mental wellbeing and provision of necessary support

Our Group prioritises the safety of our staff above all else and will respond with firm resolve.

　

　

6. 6.A Request

The provision of smooth and safe medical, care and welfare services requires a relationship of mutual respect between patients, service users, their families and our staff.

We sincerely ask for your understanding and cooperation in creating an environment where everyone can receive services and work with peace of mind.