Stay professional

Realistic Medicine for public libraries

Health‑related conversations can be emotional or unexpected, and people may share information that is sensitive or could trigger memories. Staying professional helps you remain calm, consistent and supportive while keeping the interaction safe for both you and the library user. Professionalism also means knowing your limits, maintaining confidentiality and following safeguarding procedures when needed.

Key points

  • staying calm and non‑judgemental helps create a safe space for people to talk, even when they share distressing or unexpected information
  • maintaining confidentiality is essential, and personal details shared in conversation should not be repeated unless there is a safeguarding concern that requires escalation
  • knowing when to escalate a situation ensures that people who are at risk of harm are connected to the right support, and following safeguarding procedures protects both staff and users
  • reflecting on challenging interactions with a colleague or supervisor helps maintain your wellbeing and supports consistent practice across the team

The scenarios below show how professionalism guides real conversations and demonstrate how staff can respond safely, calmly and within their role.

Scenario: dealing with challenging behaviour

Challenging behaviour is quite common in people with health problems that affect communication and the brain, such as learning disabilities, some mental health conditions, or dementia. People may also behave in ways that are not usual for them when they are highly stressed or anxious. Your organisation may already have a policy that you should consult on how to manage challenging behaviour.

In this video, Stephen Harris, Libraries Development Officer with Midlothian Council, describes how he supported a library user with severe anxiety who became agitated during an exchange with library staff. (Duration 3min 26s)

Scenario: A user becomes frustrated when staff cannot give advice

A user researching a health condition becomes irritated when the staff member explains they cannot recommend a treatment or interpret medical information. The user says, “Why can’t you just tell me what you think? It’s not that hard.”

What the staff member might do
The staff member stays calm and acknowledges the user’s frustration. They explain that everyone’s health situation is different and that only a health professional can give personalised advice. They offer to help the user find reliable information on NHS Inform or prepare questions for their next appointment. They avoid becoming defensive or engaging in debate.

How this supports professionalism
The staff member remains steady, respectful, and within their remit, even when the user is frustrated. They model consistency and protect both themselves and the user from inappropriate advice.

Scenario: A user presents misinformation from social media

A user approaches the desk holding their phone and says, “I saw a video on TikTok saying that doctors are hiding the real side effects of this medication. Is that true?” They seem worried and ask the staff member to confirm whether the claim is accurate.

What the staff member might do
The staff member stays calm and acknowledges that it can be confusing when information online contradicts what health professionals say. They explain that social media posts are not always reliable and that it’s safer to check trusted sources. They offer to look up the medication on NHS Inform or Manage my meds and show the user how to find information about risks, benefits and side effects. They avoid criticising the user’s source, debating the claim, or giving personal opinions. If the user remains anxious, the staff member suggests speaking to a pharmacist or GP who can give personalised advice.

How this supports professionalism
The staff member avoids engaging in misinformation debates, stays neutral and respectful, and redirects the user to reliable sources. They maintain boundaries by not interpreting clinical information or offering reassurance beyond their role, while still helping the user feel supported and informed.