Managing Disrespect from Others

Disrespect can come from colleagues, carers or family. ^[3] Professional boundaries keep the patient central and protect staff. ^[1] The aim is to de-escalate, maintain dignity, and document proportionately. ^[6][5]

First responses

Name the behaviour, not the person. "Let's allow [patient name] to finish," is a neutral reset. If language is hostile or discriminatory, state boundaries calmly and offer to continue once respectful language is used. ^[1][4]

Escalation routes

If behaviour persists, involve a senior or manager. ^[2]

Consider chaperoning or changing the staff member if safety is at risk. For severe cases, end the interaction and reschedule with clear, written expectations. ^[3][2]

Helpful scripts

• "I want to make sure we hear from [patient name] first."
• "We do not use that language here; I can continue once we keep it respectful." ^[6][3]
• "I'll pause this conversation and bring a colleague to help us continue safely."

Supporting staff

Check in after difficult encounters. Brief debriefs and access to support can reduce impact. Record incidents factually with time, exact words where relevant, actions taken, and next steps. ^[3][2][5]

Preventing recurrence

Flag behaviour concerns in systems consistent with policy. Share learning in team briefings and practise scripts. Ensure posters or leaflets on respectful conduct are visible and accessible. ^[2][4][6]

Documentation essentials

• Who was present. ^[5]
• What was said or done. ^[5]
• When escalation occurred. ^[5]
• Why specific boundaries or changes were required to protect care. ^[5]

Maintaining the patient's voice

Disrespect often sidelines the patient. Keep questions directed to them and summarise their preferences in records. Confirm with them privately if they felt heard and whether any safeguards are needed next time. ^[1][5]

Professional respect in all settings

Respect for colleagues extends beyond the consulting room. Avoid making unnecessary or disparaging comments about colleagues’ competence, skills, or fitness to practise—whether in public, private conversations, or online forums. Negative remarks can undermine patient confidence and damage professional trust.

If you have genuine concerns about a colleague’s practice, these should be raised through appropriate channels in line with Standard 11, not through informal criticism. Maintaining professionalism across all settings protects patients, preserves teamwork, and supports the reputation of the profession.

References (numbered in text) Why we include references

1. 13. Show respect for fairness to others and do not discriminate — Standards of practice for optometrists and dispensing opticians (General Optical Council) Find (opens in a new tab)
2. Violence prevention and reduction standard — NHS England (Date published: 3 December 2024) Find (opens in a new tab)
3. How employers can protect workers from violence and aggression at work — Health and Safety Executive (HSE) Find (opens in a new tab)
4. Sexual harassment and harassment at work: technical guidance — Equality and Human Rights Commission (Published: 15 January 2020) Find (opens in a new tab)
5. Good medical practice — General Medical Council (guidance on recording your work clearly, accurately and contemporaneously) Find (opens in a new tab)
6. Price O, Papastavrou Brooks C, Johnston I, et al. Development and evaluation of a de-escalation training intervention in adult acute and forensic units: the EDITION systematic review and feasibility trial — National Institute for Health and Care Research (Health Technology Assessment, No. 28.03.; 2024 Jan.) Find (opens in a new tab)