Our expectations: safe and respectful behaviour

We know that having a child in hospital can be stressful and emotional and can sometimes lead to people acting in ways that they normally wouldn’t.

We want to keep everyone safe – patients, families and staff – and deliver the highest quality care.

For us to do this, we need to work well together with families throughout their care. We also need families to work with staff to support safe care and communication.

This page sets out our expectations of parent and carers, so we all have the same understanding of appropriate behaviour at Great Ormond Street Hospital (GOSH).

• To be treated with respect.
• To be recognised as a partner in your child’s care.
• To have your views and concerns listened to.
• To receive clear communication about any changes to your child’s care plan and the reasons for this.

• To be respectful, and to communicate and act appropriately.
• To raise concerns in a way that helps us respond and work through issues together.
• To work in partnership with staff & support the safe care of your child.
• To use social media and recording responsibly.

Below, we explain these points in more detail.

To be respectful, and to communicate and act appropriately.

Do:

• Treat staff, patients and other families with respect and courtesy.
• Communicate politely and in a way that does not intimidate or upset others.
• Avoid persistent challenging or obstructive behaviour.

Do not:

• Ignore staff or refuse to engage in care discussions.
• Shout, swear or use abusive language.
• Make personal, derogatory or discriminatory remarks.

We do not tolerate violence, aggression or abuse.

To raise concerns in a way that helps us respond and work through issues together.

Do:

• Speak with the nurse in charge in the first instance.
• Contact our Patient Advice and Liaison Service (PALS) for additional help and advice.

To work in partnership with staff and support the safe care of your child.

Do:

• Engage with clinical teams and take part in discussions about your child’s care.
• Share concerns in a constructive way (see above).
• Allow staff to carry out medical care and treatment safely.
• Follow agreed care plans and processes.

Do not:

• Act in a way that could put your child at risk.

To use social media and recording responsibly

Do not:

• Record staff, other patients or families without their knowledge and consent.
• Share photos, videos or recordings of staff publicly.

Please remember, that sharing content without consent can breach privacy laws and may be considered harassment.

We will:

• Try to resolve concerns early through conversations.
• Agree a formal Responsibilities Agreement.
• Issue a formal warning letter if behaviour continues.
• Restrict or exclude visiting in serious cases.

Serious incidents such as violence or threats may be reported to the police.

Depending on the behaviour, we may take any of these actions above and may not follow this order.

If you would like to read our full Safe and Respectful Behaviour policy, please ask your nurse in charge or contact PALS for a copy.

Please remember that we are here to support you and your child – speak with your child’s clinical team or PALS about support available for parents and carers.