Do-Say Don't-Say Guidelines
Do-Say Don't-Say guidelines are intended as a way for members of a department or area to agree how specifically to deal with interactions both between each other and between patients and staff.
These guidelines are designed, usually with the help of more experienced staff, to guide everyone in dealing with common situations, some of which may be difficult to manage "on the hoof". Importantly, they are not scripts. For instance, we may decide on a day-stay ward that "Theatre is overrunning." is not a helpful thing for patients to hear. Staff may decide that saying "I will ring the theatre and see if they can give us an update" - or something similar - is better.
Whereas Behavioural Guidelines are intended as a way to create positivity across an entire organisation, the Do-Say Don't-Say guidelines are locally developed and locally produced.
Armed with these self-produced documents, staff and leaders will find it easier to hold each other to account for how they deal with patients and with each other verbally. Newcomers will also find it helpful to be guided on good phrases to use.