POLICY
Maintaining Our Place of Healing:
Mutual Respect & Patient Code of Conduct Policy
Effective Date: 01/01/2026
At Temecula Medical Group, we are a Place of Healing — a safe, compassionate environment where patients, providers, and staff work together with kindness, respect, and trust to support your health and wellness. Our core values guide every interaction: patient-centered care, promoting health and wellness, advocacy, collaboration, and love for others.
We are committed to providing excellent, respectful care. To protect this healing environment for everyone, we maintain clear behavioral standards that apply to all interactions — in person, phone, email, patient portal, text, or social media.
What You Can Expect From Us
We commit to:
- Speaking respectfully and listening carefully.
- Providing accurate, honest information about your care.
- Protecting your privacy and confidentiality (per HIPAA).
- Addressing concerns promptly and professionally.
- Delivering timely service while giving each patient focused attention.
Your Responsibilities – Expected Behaviors
To help us maintain a Place of Healing, we ask you to:
- Treat our staff, providers, and other patients with courtesy, kindness, and respect.
- Provide at least 24 hours’ notice for cancellations (see our separate Late/Cancellation/No-Show Policy).
- Arrive on time or notify us promptly if you will be late.
- Be honest and collaborative in your care.
- Follow agreed-upon treatment plans.
Prohibited Behaviors (Zero Tolerance)
The following behaviors disrupt the healing environment and will not be tolerated:
- Verbal, written, or physical abuse, hostility, demeaning comments, profanity, insults, or derogatory remarks.
- Yelling, shouting, intimidation, threats (direct or implied), harassment, or violence.
- Discrimination or bullying based on race, color, national origin, religion, sex, gender identity, sexual orientation, disability, medical condition, or any protected status.
- Disruptive actions that interfere with clinic operations or patient care.
- Use or influence of impairing substances on premises.
- Intentional damage to property.
- Repeated no-shows, late cancellations, or demanding behaviors that prevent us from caring for others.
- Aggressive or demanding behavior regarding medical care.
We support collaborative care, but we will not tolerate aggressive demands that a provider prescribe specific medications, order unnecessary tests, or deviate from evidence-based medical judgment. Such behavior undermines the provider-patient relationship, compromises safety, and may result in discharge.
Aggressive or Demanding Behavior Regarding Medical Care
We fully support shared decision-making and welcome patients who wish to collaborate with their provider. However, we will not tolerate aggressive, forward-demanding, or coercive behavior that attempts to dictate specific treatments, medications, or clinical decisions against the provider’s professional medical judgment.
This includes (but is not limited to):
- Repeatedly pressuring or demanding a provider prescribe medications or order tests that are not medically indicated.
- Refusing to accept clinical recommendations while insisting the provider follow the patient’s personal agenda.
- Behaviors that place the provider in a position of risking their medical license, clinic safety standards, or ability to provide appropriate care to other patients.
Such actions represent a fundamental breakdown in the patient-provider relationship and undermine safe, ethical medical practice. This behavior will not be tolerated and may result in discharge from the practice.
Consequences of Violations
We prioritize working with patients whenever possible and may issue a warning or request a behavior agreement to restore trust. However, violations — especially severe or repeated ones — may result in immediate removal from the premises, refusal of service, or discharge from the practice.
We follow a fair, documented process that complies with California law (including Business and Professions Code provisions on termination of the patient-physician relationship) and our contracts with Medi-Cal, Medicare, and other payers. In most cases, you will receive written notice and a reasonable opportunity (typically 15–30 days) to secure care elsewhere. We will provide necessary prescriptions and emergency coverage during transition and will facilitate the transfer of your medical records upon request. Reasonable cost-based fees per page for paper copies (plus actual supplies and postage if applicable) may apply, as permitted under California Health & Safety Code §123110.
Immediate/Expedited Discharge may occur (with or without prior warnings) for:
- Physical threats or violence.
- Threats to sue or filing complaints that create an irreparable breakdown in the patient-provider relationship.
- Filing grievances against providers with insurers or the Medical Board (unless the provider chooses to retain you).
- Any behavior that makes it impossible to provide safe, unbiased care.
We are happy to support a smooth transition if a patient chooses to seek care elsewhere. In cases of discharge, we will typically provide a 30-day transition period for medication refills (as medically appropriate and permitted by law) and will assist with the transfer of medical records.
Legal Protections & Your Rights
This policy does not limit your rights under California or federal law. We remain dedicated to compassionate, equitable, non-discriminatory care in accordance with all applicable statutes, including anti-discrimination laws and payer requirements. We are humans too — thank you for helping us keep our clinic a true Place of Healing.
Questions? Contact our office at (951) 302-2526 or via the patient portal.