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Introduction
The Code of Practice for Support Workers
02
Accountability
I am accountable for my actions and omissions, and I ensure that I can always explain them in a way that upholds the standards and values expected of everyone working across health and care.
Supporting statements:
- I am honest with myself and others about what I am capable of, recognising both my abilities and the boundaries of my scope of practice.
- I seek guidance from my supervisor or manager whenever I feel unsure, unprepared, or unable to carry out any aspect of my work effectively.
- I am accountable for my actions and can justify the decisions I make. I will be open and honest when something goes wrong with the care, treatment, or services I provide (Duty of Candour).
- I am clear about my reporting lines and aware that, if I delegate any aspect of work, I remain accountable for the decision to delegate.
- I always behave and present myself in a way that reflects professionalism.
- I inform my supervisor, manager or employer of any personal or professional issues that may affect my ability to perform my duties safely.
- I report any actions or omissions—by myself or others—that may compromise the safety or quality of care. If necessary, I will raise concerns through appropriate channels, including whistleblowing procedures.
Safety and protection
I work together with my colleagues to deliver high-quality, safe care to those who use our services. I ensure that patient and public safety is never compromised by working within the scope of my practice and competence, taking prompt action to raise and address any concerns that may pose a risk.
Supporting statements:
- I comply with Health and Safety legislation and follow all relevant policies and procedures for my role and workplace environment.
- I maintain infection control standards and ensure cleanliness of equipment and surroundings.
- I manage hazardous substances safely, following correct procedures for storage, use, and disposal.
- I stay alert to my surroundings and identify potential hazards and risks.
- I understand and act on my personal responsibilities under the Duty of Candour, following organisational policy.
- I ensure the safety and wellbeing of those who use our services, my colleagues and myself from harm.
- I raise safety concerns and report unsafe practices that may affect care, service, or standards.
- I report concerns about colleagues’ practice when I consider they pose a risk or that it may pose a risk to safety or quality.
Trust and confidence
I understand that I play a vital role in maintaining and building confidence in the services we provide to those we support, as well as to colleagues and the public. I commit to acting with honesty, professionalism, and respect in everything I do.
Supporting statements:
- I demonstrate NHS Scotland’s values of care, compassion, dignity and respect, maintaining appropriate boundaries in all professional relationships and challenging or reporting any behaviour that compromises safety, dignity, or ethical standards.
- I treat all information about people accessing health and care services as confidential, following data protection and security policies, except where safeguarding or public protection concerns apply.
- I communicate with compassion, listen actively, and foster open, psychologically safe spaces where people feel heard, valued, and supported.
- I take feedback seriously, responding with understanding and respect and raising concerns appropriately to ensure the delivery of safe, high-quality care.
- I report unsafe practices or behaviours, even when it may be difficult or uncomfortable. I trust in the protections offered by whistleblowing policies, codes of practice, and organisational support to uphold safety, accountability, and a culture of continuous improvement.
- I act as a positive role model, demonstrating professionalism, teamwork, and a trauma-informed, person-centred approach that builds trust, emotional safety, and empowerment. I promote a culture where safety, inclusion and ethical practice are shared responsibilities.
Dignity and respect
I treat everyone with dignity and respect and uphold their privacy, rights and wellbeing and create safe, inclusive environment for all.
Supporting statements:
- I treat every individual with dignity, compassion, and respect, recognising that people have unique identities, beliefs, and preferences that shape their experience.
- I uphold my statutory responsibilities regarding equality and diversity, ensuring fairness and inclusivity in all aspects of my work.
- I recognise and value the contribution of every staff member and ensure that my work—whether in a direct care role or not—positively supports the experience of patients and the delivery of high-quality services.
- I demonstrate cultural sensitivity in all interactions, respecting the beliefs, values, and preferences of patients, families, and colleagues.
- I respect individuals’ rights to be actively involved in decisions about their care and treatment, ensuring their choices are acknowledged and supported, and that informed consent is gained and maintained throughout.
- I communicate and interact with professionalism and respect, both in person and online, helping to create a culture of kindness, civility, and alignment with organisational values.
Learning and development
I take ownership of my ongoing personal and professional development, actively engaging in continuous professional development (CPD) and reflective practice to remain effective and competent in my role, while supporting the learning and development of others through role modelling and shared learning.
Supporting statements:
- I undertake relevant education and training to maintain and improve my knowledge and skills, ensuring I comply with all statutory and mandatory training requirements.
- I take responsibility for my ongoing learning and development by regularly evaluating my skills and knowledge, reflecting on my practice to identify learning needs and areas for improvement, accessing current best practice guidance relevant to my role, and using resources and self-assessment tools to support my growth.
- I actively seek and respond to feedback from supervisors, mentors, and peers to identify strengths and areas for improvement, and use this insight to guide my development and contribute to the learning of others.
- I maintain an up-to-date record of my training and learning using relevant digital platforms, ensuring that all development activities are documented and aligned with personal development planning and appraisal processes.
- I participate in supervision, peer support, and annual objective setting to support my wellbeing, resilience, and professional effectiveness, ensuring I have a personal development plan that is clear and kept up to date.
- I support learners within my work environment by sharing knowledge, offering guidance, and modelling professional behaviours that encourage growth, curiosity, and accountability.
- I recognise that learning and development is a continuous process throughout my career, and I will remain open to new opportunities for growth, reflection, and improvement in practice.
Communication
I communicate openly and effectively, in an inclusive manner, being mindful of both verbal and non-verbal cues. I respond to challenging behaviour with professionalism and respect, and I always maintain confidentiality to create trust and support a safe, collaborative environment.
Supporting statements:
- I communicate clearly, respectfully, and honestly, using both verbal and non-verbal skills—including appropriate body language—to promote trust and safety.
- I build positive, professional relationships that uphold dignity and boundaries, and respond to concerns in a timely and appropriate way, mindful of how past experiences may influence interactions and aim to provide consistency and reassurance.
- I recognise and respond to individual communication needs to the best of my ability, using appropriate language and methods. This may include arranging interpreters, using visual aids, or seeking further support or guidance to ensure effective communication.
- I understand that behaviours such as aggression or confrontation may reflect distress, confusion, or unmet needs. While these behaviours are not acceptable, I use appropriate communication techniques to de-escalate situations and seek support when necessary, applying trauma-informed approaches where relevant.
- I role model inclusive and effective communication to support teamwork and high-quality care. I am open about any personal communication needs that may affect others and encourage respectful collaboration.
- I document all relevant communication, observations, and events accurately and promptly, following organisational procedures. I report concerns or incidents, maintaining confidentiality, and professional integrity.
