Encouraging others – a staff and volunteer briefing from our Executive Team on Wednesday 7th October 2020.

Who would have thought a year ago that one of our routine jobs would be to remind people to wash their hands, wear a face covering and keep their distance? They’re actions that are becoming part of our everyday life and our routine conversations.

Our receptionists have to ask people visiting our hospices to use the hand sanitiser and to put on a face covering and it’s the same for our shop staff when inviting customers in. It’s our job to encourage people to follow the government guidance, but it’s not our job to enforce it. What we’re saying is, please advise people that we are following certain procedures and explain we’d like them to follow them too, if they can. If they refuse, please don’t take the matter further. It’s not for us to police the advice and we don’t need to enter in to lengthy conversations or arguments.

Normally people with a dispensation allowing them not to wear a face covering will either tell you or will be wearing a special lanyard. Please treat this conversation with respect and understanding. They may be feeling embarrassed or awkward about their situation.


We all have our own opinions about the government guidelines, but you should keep these to yourself and lead by example, using the hand sanitiser regularly and wearing your face covering where and when appropriate.  This is a good moment to also confirm that we will shortly be issuing all retail staff with a high quality, washable Cornwall Hospice Care face mask. Non retail staff are to continue using the face coverings/visors we have provided or you have sourced for yourself.

If you’re not sure about how to talk to someone who refuses to use sanitiser or wear a face covering, please contact your Line Manager in the first instance.

Thank you and best wishes,

Paul, Graham and Gina