Our Commitment to You

At First Primary Care, we are dedicated to providing timely, high-quality, and compassionate care. We believe that a respectful and supportive environment benefits everyone — patients, families, and care team members alike. This policy outlines the mutual expectations we have for communication and conduct during all interactions with our practice.

Why This Policy Exists

Our team works hard every day to deliver the best care possible. To do that effectively, we need all communications — whether by phone, message, or in person — to remain courteous and professional. This policy helps us maintain a safe and welcoming environment for every patient and staff member.

Respectful Communication

We kindly ask that all interactions with our staff and care team remain respectful and constructive.

This applies to:

• Secure messages and patient portal communications
• Phone calls and voicemails
• In-person conversations at our office
• Any written correspondence

We understand that managing health concerns can be stressful. If you have a concern or are frustrated, we encourage you to share your feedback — we are here to help and will always do our best to address your needs respectfully.

Behavior Expectations

To protect our patients and staff, the following behaviors are not acceptable in any form of communication with our practice:

• Abusive, threatening, or intimidating language toward any staff member
• Profanity or offensive language directed at our team
• Harassment, discrimination, or personal attacks of any kind
• Repeated hostile or disruptive communications
• Disruptive behavior in or around our office

What Happens If Concerns Arise

If a communication or interaction does not meet the expectations outlined in this policy, we will take the following steps:

1. You will be notified in writing that a concern has been identified.
2. We may temporarily pause communication through that channel while we work toward re-establishing a respectful dialogue.
3. A member of our care team or leadership may reach out to discuss the situation and explore a resolution.

Ongoing or Repeated Behavior

If inappropriate behavior continues after a formal notification, First Primary Care reserves the right to discontinue care with appropriate advance notice. In such cases, we will:

• Provide written notice of the decision with a reasonable transition period
• Assist in identifying alternative care options or providers
• Ensure continuity of any urgent or time-sensitive medical needs during the transition

Your Care Comes First

Even in difficult situations, your health and safety remain our priority. We will always ensure you have access to appropriate care resources and that any transition is handled with compassion and professionalism.

If you have questions about this policy or would like to speak with someone about a concern, please contact our office and ask to speak with a Care Team Lead or our Patient Experience team.

Contact Us

We welcome feedback and are committed to continuous improvement.

Please reach out if you have questions or concerns:

• Phone: Contact our front desk during business hours (You can find our clinics’ front desk phone numbers on our Locations tab)
• In Person: Ask to speak with our Care Team Lead at any visit