Basic Policy on Customer Harassment

Under the amended Act on Comprehensive Promotion of Labor Policies (in force October 1, 2026), measures against customer harassment are a legal obligation for all employers. Based on this law and the guidelines of the Ministry of Health, Labour and Welfare, our clinic has set the following policy.

Takeru Eye Clinic values providing high-quality eye care in an environment where patients and staff can trust one another.

Medical care is different from ordinary customer service. It is carried out by patients and medical staff working together on the basis of trust. Neither side is above or below the other; we are equal partners working on treatment together. That trust is the foundation of good medical care.

On rare occasions, however, we see acts that damage this trust, such as abusive language, threats, or unreasonable demands toward staff. Such acts not only injure the dignity of staff but also interfere with providing care to other patients.

We believe that protecting each member of our staff is essential for providing continuous, high-quality care to all patients. We therefore set out our basic policy on customer harassment as follows.

Definition of Customer Harassment

It refers to words or actions by a patient or the patient’s family that fall under either of the following and harm the working environment of staff.

① The content of the demand is not reasonable
② The means or manner of realizing the demand is socially inappropriate

This does not limit legitimate opinions or the expression of your feelings. We welcome appropriate opinions and requests, because they help us improve.

Reference: Ministry of Health, Labour and Welfare, “Customer Harassment Countermeasures Manual for Companies”
https://www.mhlw.go.jp/content/11921000/000894063.pdf

Examples of Applicable Acts

Abusive language, shouting, threats, or remarks denying a staff member’s character (whether during a visit or by phone)
Violence toward staff or other patients
Persistently repeating demands unrelated to the care
Staying for a long time, or repeated unnecessary calls (including long phone calls)
Forcing excessive apology, such as kneeling or written apologies
Unreasonable demands beyond the scope of care
Defamation or unjustified posts about individual staff members on social media or the internet

Our Response

When an act that amounts to customer harassment occurs, our clinic responds firmly.

Multiple staff members respond as an organization, and the details are recorded
If the behavior continues and we judge that a safe care environment cannot be maintained, we may stop care and ask you to leave
If we judge that the trust relationship with the patient has been damaged beyond repair, we may decline further care
For malicious acts such as violence or threats, we will deal with them strictly in cooperation with the police, lawyers, and other relevant bodies

Declining care because of customer harassment is recognized as a justifiable reason in a notice from the Ministry of Health, Labour and Welfare.

Reference: Ministry of Health, Labour and Welfare, “On Appropriate Responses to Requests for Examination and Treatment, Including the Duty to Respond” (December 25, 2019, Notice Iseihatsu 1225 No. 4)
https://www.mhlw.go.jp/content/10800000/000581246.pdf

Photography and Recording in the Clinic

Ban on photography and recording by patients

To protect the privacy and personal information of patients and staff, our clinic prohibits taking photographs or videos and making audio recordings inside the clinic. If photography or recording is done without permission, we will ask you to delete the data. If you would like to take photos or the like, please talk to our staff.

Recording and Security Cameras by Our Clinic

To ensure the safety of staff and patients and to maintain the care environment, we have installed security cameras at reception, in the waiting room, and in the examination rooms. To ensure safety and confirm facts, we may record calls or conversations when needed. When we record, we will tell you beforehand where possible. The video and audio data we obtain are used only within these purposes and are managed appropriately.

Legal Basis

Under the amended Act on Comprehensive Promotion of Labor Policies enacted in 2025, from October 1, 2026 employers are legally required to take measures to prevent customer harassment. Based on this law and the guidelines of the Ministry of Health, Labour and Welfare (MHLW Notice No. 51 of Reiwa 8), our clinic has put in place a system to protect the working environment of staff, including a consultation desk for staff, response procedures, and training.

Reference: Ministry of Health, Labour and Welfare, “Guidelines on measures employers should take in employment management regarding problems caused by the words and actions of customers and others in the workplace” (February 26, Reiwa 8)
https://www.mhlw.go.jp/content/11900000/001662584.pdf
Ministry of Health, Labour and Welfare, “On the Reiwa 7 partial amendment of the Act on Comprehensive Promotion of Labor Policies”
https://www.mhlw.go.jp/stf/seisakunitsuite/bunya/koyou_roudou/koyoukintou/zaitaku/index_00003.html

That refusing care is justified when a patient’s words or actions damage the trust between doctor and patient has also been shown in court decisions, including that of the Hirosaki Summary Court (judgment of December 16, 2011).

A Request to Our Patients

Our clinic faces every patient sincerely and strives to provide the best eye care.

If you have any concerns or complaints, please first tell us calmly. All of our staff will respond directly.

To protect a care environment where both patients and staff can feel at ease, we ask for your understanding and cooperation.

Takeru Eye Clinic
Takatori, Sawara-ku, Fukuoka City