Management queries - Defending policies

Q. The mother of one of our children is a doctor and has questioned our sickness policy on a number of occasions. We feel it’s a robust policy and are finding this increasingly frustrating. Should we just tell her to find another setting if she is unhappy with our procedures?

Stephanie Dorling, nursery manager, Old Station Nursery Faringdon

‘If this nursery is confident in its sickness policy, and has the research to justify it, it should enforce it. Policies are the same for every parent – whether they are a doctor makes no difference. When a family registers with a setting, the sickness policy is there in the terms and conditions, and they have agreed to tha

‘In our experience, parents might question sickness policies if they don’t fit into their own schedules. We once had a family withdraw their child from our setting because they were unhappy with our approach. They even reported us to Ofsted for “unclear policies around sickness”. But Ofsted took no actions and found our policy to be very clear.

‘The family brought their child to nursery when they were visibly unwell: nose streaming, eyes congested, crying and clinging to their parents. The parents wanted to leave the child so they could go to work. They thought it was our duty of care as they had paid for the session. We told them our policy stated that if a child was unwell and had been medicated prior to arriving, they wouldn’t be allowed entry. The child needed a day on the sofa to recover. But the parents kicked off when they heard this. Sometimes parents forget we have a whole nursery of children to care for, as well as a staff team. They expect us to pick up and nurture their sick child so they can go to work – that can’t happen.

‘To avoid any conflict around sickness policies, it’s important all practitioners are consistent with their messages. For example, making sure the incubation periods are accurate: that you’re not saying to a parent a child has to stay at home for two days when your policy says just one.’

Tobie Keel, manager, First Friends Nursery Alton

‘In this situation, I would call that parent in for a meeting to discuss what they think the problems are. As they are medical professionals, they might sit down and come up with some good points, and change your mind about your policy. Or you might decide their ideas are not valid, and you will have to explain why you feel this way. Without knowing this setting’s policy and what the parent was questioning, it’s hard to say exactly. But if the setting feels their polices are robust and meet regulations and guidelines, they should be clear to the parent that this is what they will follow.

‘I wouldn’t necessarily suggest to the parent that they find another setting. You can leave that decision to them, and maybe just follow up later on to ask if they’re happy with the outcome of the meeting. You might want to clarify for them that, in any case, all nurseries are bound to follow similar policies and procedures. There might be certain tweaks here and there by individual nurseries, but essentially a lot of it comes off the NHS website and from Ofsted. For example, settings have to be stricter at the moment around coughs and colds because of Covid, but all settings are doing this in the same way. If they moved their child to another setting, it is unlikely their policies would be that different.

‘It is also worth considering if this parent might be unhappy about something else at the nursery and is using the sickness policy as a scapegoat. If the sickness policy is really tight, covering all areas, and they’re still complaining about it, maybe ask them about any other concerns they might have.’

Stephanie Hiden-Pearce, manager, Molescroft Farm Children’s Nursery

‘If this was happening at our setting, I would arrange a little chat with the parent. In that time, I would show them that you are taking their worries and concerns seriously and listening to what they have to say. I would make sure they are aware that we always follow Government guidelines to the word. It is important they understand that we are consistent, and all policies apply to all families and parents, no matter if they are medical professionals, or not.

‘I might even suggest detaching yourself from the policy slightly by making it clear that sickness guidelines are set by the Government – it’s not an “us” thing; it’s not just you making those decisions. Make it clear the Government has everybody’s best interests at heart when it sets these guidelines, and you are passionate about doing what is best for all children and staff. It has to be the same rules for everyone.’