COURTESY & RESPECT POLICY

At Live Oak Acupuncture & Wellness Center, our mission is to provide exceptional, compassionate care in a calm, healing environment. That environment depends on kindness and mutual respect. We do not tolerate discourtesy or disrespect toward any member of our team, including front desk staff, whether in person, by phone, by email, or on social media.

Why this matters

A respectful clinic benefits everyone. Courtesy helps us stay focused on your care, protects the emotional well-being of our staff, and ensures that all patients receive timely, attentive service.

Our promise to you

You can expect our team to:

  • Treat you with dignity, kindness, and professionalism.

  • Listen carefully, explain your options, and respect your choices.

  • Protect your privacy and maintain a calm, welcoming space.

  • Operate from our clinic core values of warmth, hope, and integrity. We are guided by the belief that God provides for us when we act with integrity and we conduct all aspects of our business from that understanding. 

What we expect from every patient

Please:

  • Carefully read our office policies (part of the new patient paperwork provided to you prior to your first appointment). If you have questions about any aspect of these policies, please ask. These policies have been carefully refined over the past 20+ years and are intended to make everyone’s experience in our clinic a pleasant one. Office policies will be enforced without exception — complaining, arguing, badgering, or raising your voice will not result in us making an exception for you.

  • Speak to all staff in a calm, respectful tone.

  • Use courteous language in person, on the phone, and in writing.

  • Follow payment procedures, arrive on time, and provide at least 24 business hours’ notice for cancellations (48 business hours’ notice for new patient appointments).

  • Ask questions and share concerns directly and respectfully so we can help.

  • Extend the same courtesy to other patients and to any guests you bring with you.

Behavior we will not tolerate

The following conduct is prohibited and may result in immediate dismissal from the practice:

  • Raised voices, cursing, name-calling, mocking, or demeaning comments.

  • Harassment, bullying, intimidation, or threats of any kind.

  • Discriminatory remarks or conduct based on race, color, national origin, religion, sex, gender identity, sexual orientation, disability, age, or any other protected characteristic.

  • Aggressive or hostile behavior, including refusal to lower one’s voice when asked or refusal to end a call that has become abusive.

  • Repeated disruptive behavior that interferes with clinic operations.

  • Recording (audio or video) staff without consent.

If you have a concern

We welcome feedback and want to resolve issues promptly.

  1. Tell us what happened and what you need. Clear, specific details help us respond.

  2. If the matter is sensitive, ask to speak with the clinic owner (note that Dr. Warren may not be immediately available and may need to contact you at a later time).

  3. If an error occurred, we will work with you to make it right whenever possible.

How we respond to discourtesy

Our team is trained to maintain boundaries and a safe environment. Depending on the situation, we may:

  • Offer a reminder and request that communication remain courteous.

  • Pause or end a phone call, ask a person to step outside, or reschedule an appointment if behavior is escalating.

  • Issue a written warning outlining expectations for future interactions.

  • Dismiss the patient from the practice when conduct violates this policy or poses a risk to staff or patients.

  • In cases of threats or safety concerns, we may contact law enforcement.

Appointment etiquette and cancellations

We strive to run on time so you can plan your day with confidence. Please arrive on time and let us know as soon as possible if you need to cancel or reschedule. Repeated late cancellations or no-shows, especially when combined with discourteous communication, may result in dismissal from the practice.

Accessibility and accommodations

We are committed to serving people with diverse needs. Accommodations do not include tolerating abusive or threatening behavior, however.

Applicability to guests

Anyone who accompanies you to an appointment is expected to follow this policy. Discourteous or disruptive behavior by guests may lead us to ask them to wait outside or to end the visit.

Thank you for helping us preserve a healing environment for everyone we serve!