Respect and Behaviour Expectations for Families and Visitors

Respect and Behaviour Expectations for Families and Visitors

At Lions Haven, we are committed to providing safe, respectful, and high‑quality care to all residents. This can only be achieved when our staff, residents, families, and visitors treat one another with dignity and respect.

This document outlines the standards of behaviour expected from families and visitors and clearly identifies behaviours that are not acceptable and will not be tolerated.

Our Commitment

Our aged care workers are entitled to:

• A safe working environment
• Respectful communication
• Freedom from abuse, harassment, and intimidation

We ask all families and visitors to support these principles so that we can continue to care for your loved ones effectively.

Expected Behaviour

Families and visitors are expected to:

• Treat all staff, residents, and other visitors with courtesy and respect
• Communicate concerns calmly and constructively
• Follow service policies, procedures, and visitor guidelines
• Respect staff roles, professional boundaries, and decision-making processes
• Comply with safety instructions and directions from staff

Behaviour That Is Not Acceptable and Will Not Be Tolerated

The following behaviours are considered unacceptable and will not be tolerated under any circumstances:

Verbal Abuse

• Shouting, swearing, or yelling at staff
• Insulting, belittling, or humiliating comments
• Racist, sexist, discriminatory, or offensive language
• Threatening language or aggressive communication

Harassment and Intimidation

• Repeated unreasonable complaints or demands
• Bullying, coercion, or harassment of staff
• Intimidating behaviour, including aggressive gestures or body language

Physical Violence or Threats

• Physical assault or attempted assault
• Threats of harm to staff, residents, or others
• Damage to property or personal belongings

Unreasonable or Demanding Behaviour

• Insisting staff act outside their role, scope, or policy
• Interfering with care delivery or staff duties
• Refusing to follow reasonable directions from staff

Unauthorised Recording

• Audio, video, or photographic recording of staff or residents without explicit consent

If Concerns Arise

We value feedback and encourage families to raise concerns respectfully. Concerns should be:

• Raised with the appropriate staff member or manager
• Discussed in a calm and constructive manner
• Follow formal feedback or complaint processes where required

Consequences of Unacceptable Behaviour

If unacceptable behaviour occurs, Lions Haven may:

• Ask the behaviour to stop immediately
• End the interaction or ask the person to leave the premises
• Restrict visitation (temporarily or permanently)
• Involve management, security, police, or other authorities if required

Our priority is the safety and wellbeing of residents and staff.

We appreciate the important role families play in the lives of our residents. By working together respectfully, we can ensure a positive, safe, and supportive environment for everyone.

Thank you for your understanding and cooperation.

Yours sincerely

Alex Nagy
Chief Executive Officer