Purpose

This policy aims to establish and maintain a respectful, safe, and supportive environment for patients, their attenders, and healthcare staff. All individuals involved in healthcare interactions are expected to exhibit mutual respect, professionalism, and understanding to ensure optimal healthcare delivery and a positive environment.

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Scope

This policy applies to all patients, their attenders, and healthcare staff members within the facility.

Policy Statement

Respectful, clear, and professional communication is essential in healthcare settings. This policy outlines expected behaviors, promotes effective interactions, and establishes consequences for inappropriate conduct. Any form of harassment, discrimination, or abusive behavior will not be tolerated.

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General Principles

1. Respect and Dignity

   • All parties are expected to treat each other with respect, regardless of background, belief, or personal characteristics.

   • Harassment, intimidation, or discriminatory language or actions are strictly prohibited.

2. Privacy and Confidentiality

   • Confidentiality of patient information must be respected at all times.

   • Discussions involving patient care should take place in private, ensuring that unauthorized individuals do not have access to confidential information.

3. Clear Communication

   • Communication should be clear, concise, and considerate.

   • Patients and their attenders are encouraged to ask questions and seek clarifications respectfully, while staff should provide explanations in an understandable manner.
      

Expected Conduct

For Patients and Attenders

1. Respect for Healthcare Staff and Facility

   • Follow hospital rules and respect the privacy and work environment of healthcare providers and other patients.

   • Refrain from loud conversations, arguments, or other behaviors that may disturb others.

2. Cooperation with Medical Guidance

   • Follow medical instructions and guidelines provided by healthcare professionals.

   • Attend appointments on time, and inform the hospital promptly if unable to attend.

3. No Abuse or Aggression

   • Verbal, physical, or emotional abuse towards staff or other patients is strictly forbidden.

   • Threats or intimidation of any form will result in immediate corrective actions.

4. Responsibility for Attenders

   • Patients are responsible for ensuring that their attenders adhere to hospital guidelines and behave respectfully toward staff and other patients.

For Healthcare Staff

1. Professionalism and Empathy

   • Maintain a professional demeanor, show empathy, and engage respectfully with all patients and their attenders.

2. Clear and Respectful Communication

   • Explain procedures, treatments, and expected outcomes to patients and attenders using simple, clear language.

   • Respond to questions with patience and address concerns respectfully, keeping in mind the patient’s well-being.

3. Non-Discriminatory Care

   • Treat all patients equally and without bias, providing care based solely on clinical needs and patient preferences.
      

Consequences for Breach of Conduct

• Patients and Attenders:

  • Incidents of abusive or disruptive behavior will result in a warning, followed by potential removal from the premises or discharge from care if the behavior persists.

  • In serious cases, law enforcement may be involved, and the patient may be referred to an alternate facility.

• Staff:

  • Staff members who violate this policy may face disciplinary actions as per the organization’s human resources policies, up to and including termination, based on the severity of the incident.
     

Reporting and Review

All breaches of conduct should be reported immediately to the hospital administration. Complaints and incidents will be reviewed confidentially, with actions taken based on the nature and severity of the violation.