Safety and security

Our teammates deserve to be treated with respect and kindness. We do not tolerate racism, violence, or any other form of abuse.

We may report you to the police and refuse treatment if you behave unacceptably to our teammates, patients, or visitors.

Our teams are expected to show our values while we care for your or your loved ones.

We have five core values:

• honesty
• equity
• accountability
• respect
• teamwork.  

You can expect that we will:

• treat you with courtesy, kindness and respect
• uphold your privacy and dignity
• record your care accurately on our patient electronic system
• keep your personal information confidential
• offer you the opportunity to ask for a review of your care if you are concerned that you or your loved one is getting worse
• listen and respond to your concerns or questions, either directly through your clinical or ward team or through our patient Advice and Liaison service (PALS)
• investigate and keep you informed if you need to make a complaint.

Our teammates deserve to be treated with respect and kindness. We do not tolerate racism, violence, or any other form of abuse.

We expect that you and your family or visitors will:

• treat all our team members with courtesy and respect
• be honest with us
• be respectful towards other patients and their visitors
• respect our visiting times and the number of visitors we can accept, unless you have made arrangements with the nurse in charge
• let us know if you are off the ward, and that you will leave contact details by the nursing station.

We may stop or delay your treatment if you behave unacceptably to our teammates, other patients, or visitors. We will always report criminal behaviour to the police.

Unacceptable behaviours

Unacceptable behaviours include:

• smoking or vaping in our hospital
• using alcohol or recreational drugs while receiving care with us
• buying or selling recreational drugs on hospital grounds
• threatening to self-harm if we don't provide you with the medication or care plan you want
• filming or photographing staff members or other patients without their knowledge or consent, including sharing the results on social media.

You can record events related to your own care, but you must respect the privacy of other patients and our colleagues.

Violent or abusive behaviours

Violent or abusive behaviours include:

• verbal abuse, including racism, sexism, or homophobia
• theft
• destruction of property, including medical equipment
• abusive, harassing or threatening behaviour online
• physical violence, including punching, kicking, or spitting
• sexual abuse or assault, or inappropriate sexual behaviour.

If you are violent or abusive, we may:

• issue a verbal warning
• give you a written warning
• refuse to treat you.

We can report you to the police even if we decide to continue to treat you.

Verbal warnings

It’s important we can treat our patients in a safe environment. We understand that sometimes things don’t go as planned, and sometimes coming to hospital can be stressful.

Our teammates have training to help de-escalate tense or stressful situations. If that doesn’t work, we can give you a verbal warning.

A verbal warning will be given by a senior member of our care team. Your verbal warning will be noted in your medical record.

Formal written warning

If you continue to behave unacceptably, we will write to you with a warning.

In the letter, we will:

• explain why we have sent you a written warning
• outline any restrictions to your care or treatment.

We will ask you to send back a signed copy of the letter to show that you have:

• read and understood the information
• accepted any restrictions to your care or treatment.

The signed letter will be placed in your medical record.

Refusal to treat (exclusion)

Exclusion is our last resort.

If we exclude you, we will:

• arrange for you to be seen elsewhere
• write to you and your GP to explain why you have been excluded.

We will treat people who we find cannot take responsibility for their actions or if they lack capacity to make their own decisions.

This can include people who have:

• certain mental health conditions
• personality changes due to a brain injury
• personality changes due to illness or medication
• some neurological conditions such as dementia
• some forms of autism or learning disabilities
• children under 16.

We want our hospitals and clinics to be safe for everyone, free of violence, aggression, and discrimination.

If you see anyone who is violent or aggressive to our teammates, patients, or visitors, please tell us if you feel safe. And if you're in immediate danger, always call 999.