Code of Conduct

Dorothy House is committed to the wellbeing of our patients, families staff and volunteers, and has a duty to provide a safe environment for all those who work for us or who use our services.

Zero Tolerance Statement

We recognises that patients, friends and family and others can be in a high state of emotion or distress. Nonetheless, verbal abuse, harassment, violence or discrimination towards staff, volunteers, patients or relatives is unacceptable, and will not be tolerated.

All staff, supporters, event participants or guests, volunteers and third parties must behave in a respectful and courteous manner towards others at all times and refrain from inappropriate language or conduct. Appropriate conduct and language shall be determined in the reasonable judgment of the Dorothy House staff member or volunteer present.

Patients who have been clinically assessed as not being competent to take responsibility for their actions will not be subject to this policy, for example, a patient who becomes abusive as a manifestation of their illness or treatment.

Standard of behaviour

The following behaviours (as outlined in the Equality Act 2010) will not be tolerated:

  • Harassment
  • Sexual harassment
  • Bullying
  • Threats or incitements of violence
  • Excessive consumption of alcohol that means professional boundaries and behaviours cannot be maintained
  • Consumption or possession of illegal narcotics of any form under any circumstances
  • Stalking or deliberate intimidation
  • Publication of confidential or sensitive communication
  • Unwelcome comments regarding another person’s lifestyle choices or practices

Reporting inappropriate behaviour

Any of the above behaviours directed towards staff, volunteers or patients will be escalated to a member of the Senior Leadership Team who will meet with the person(s) involved to investigate the situation and support the staff member/volunteer.

Relatives, visitors, patients or shop customers who are extreme or persistent in their unacceptable behaviour may be excluded from Dorothy House services.

If you experience any inappropriate behaviour whilst participating in a Dorothy House event or activity, or if you are made aware that someone else may be affected by inappropriate behaviour, you should speak to a member of Dorothy House staff or volunteer present. Alternatively, contact Dorothy House on 01225 722 988 or email Any reports of inappropriate behaviour will be treated in confidence and investigated thoroughly.

Where there is a risk to an individual or to hospice property the police will be immediately alerted by 999.