04/09/2026
At Glebe Hill Family Practice and GHFP Nurture, our organisational values are Quality, Safety and Belonging and we work hard to provide an accessible, safe and respectful experience for everyone who walks through our doors or contacts our team.
Like many healthcare services, there are times when we are unable to provide exactly what a patient may be seeking. We understand that this can be frustrating. However, our staff and practitioners deserve to be treated with the same courtesy and respect that we expect them to show every patient.
Recently, we experienced an interaction that fell short of these expectations and were considering ending our professional relationship with the patient involved. Before that decision was finalised, the patient took time to reflect on what had occurred and proactively apologised for their behaviour.
That apology mattered.
It demonstrated insight, accountability and a willingness to take responsibility for their actions. We greatly appreciated the courage it took to have that conversation, and as a result, we reconsidered our decision.
This experience serves as a valuable reminder that respectful relationships are built on mutual accountability. We all have moments we wish we could handle differently. What is important is how we respond afterwards.
While we maintain a zero-tolerance approach to abusive, threatening or aggressive behaviour, we also believe in recognising genuine reflection, accountability and positive change when it occurs.
Thank you to our incredible team, who continue to show professionalism, patience and compassion every day. Your wellbeing matters, and we remain committed to ensuring our practices are safe and respectful places for staff, practitioners and patients alike.
Thank you to the majority of our patients who treat our team with respect, patience and kindness, and who regularly brighten our day with a smile. We appreciate you more than you know!
