1. Guidelines Best Practice 2023

SELF-CARE
• The patient/caregiver is unhappy with hospital staff and starts talking about it
Just listen – they may just want to vent off with someone. Encourage them to share what they
are saying with a family member or one of the hospital staff they trust. Don’t agree with them
or get involved in a big discussion around it as you could be quoted by them later.
You could say something like – “it sounds like you’re not having a good experience, maybe
you should talk to one of the staff or your GP about it”.
• The patient wants to try alternative therapies and asks for advice.
Explain that this is not an area where you would be qualified to give advice and advise them
to speak to their GP or consultant.
• Patient starts talking about their prognosis – looking for reassurance.
This is another situation for just listening – that would be reassuring. Do not get into telling
them they are looking well, and that the treatment will cure them.
You could say something like – “it must be difficult for you to be thinking all of that. There
are people who can help you and support you”. Offer our 24/7 number to the patient.
• Patient reveals something about abuse or mistreatment.
If the patient starts to make any disclosure of this nature you need to say to them that if they
continue with their story, you may not be able to keep it to yourself, that you may need to pass
it on. If the patient continues, remind them you will have to pass the information on to the
charity. You can do this by emailing Sharon and calling if need be.
• Patient/caregiver asks volunteer about another patient/caregiver who has attended
a meeting.
In this situation you cannot give out any information about other patients/caregivers and it is
ok to say to the patient/caregiver asking that confidentiality does not allow you to discuss
other patients.
• Patient/caregiver asks for the volunteer’s personal contact details.
Our guidelines are that volunteers do not give out their home phone numbers or addresses to
patient/carers. You can say to the patient/caregiver that you are not allowed to give out that
personal information but that you can always be contacted through The Swallows Head Office
or your mobile number if you wish to give it out. We do also have social media for contact
and if it is the wish of the group members a WhatsApp group can be formed to include the
Charity Chief Executive Officer.
As a Volunteer your help and support are greatly appreciated by the charity, we want you to enjoy a
fulfilling and satisfying voluntary role.
While you are in contact with patients/caregivers it is important to be aware of your emotional limits
and set aside time for self-care. In the effort to help others, you may begin to ignore your own needs.
This can eventually affect your health, relationships and quality of life.
Physical health and well-being are affected by emotional health.
Doc 1 *Updated: 12 th January 2023 cc
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