Aggressive Behaviour

Policy

We understand our obligations under the Health and Safety at Work Act 2015 and ensure, so far as is reasonably practicable, the health and safety of our staff and all visitors to the practice.

We recognise our duty of care to our patients, and their rights under the HDC Code, but we expect all staff, patients, and visitors to treat others with respect and dignity.

We do not tolerate any behaviour that creates a risk to the health, safety, and wellbeing of our staff or visitors.

If a patient is verbally or physically abusive or significantly disruptive, or threatens a team member, a patient or any other person in the practice, we may end their enrolment and ban them from the premises.

If there is a violent, armed, or dangerous person outside the building, initiate a lockdown.

Responding to threatening or abusive behaviour

1. Remain as calm as possible, even if the person is intimidating.
2. If you need help urgently, alert practice staff and/or dial 111 for the police.
3. Move patients to a safe area, if necessary.
4. Give the person more room than you might usually – a safe distance of 2-3 metres from them if possible or more if they become agitated.
5. Be aware of your body language and responses. Maintain normal eye contact to show that you are listening.
   • Try to adopt a relaxed, non-aggressive posture.
   • Give the person enough room – don't crowd them.
   • Try not to be defensive, even if they seem to be blaming you.
   • Actively listen: avoid interrupting, and let the speaker finish.
   • Remain neutral and non-judgmental.
6. Consider how the person's concerns might affect their behaviour. Signal that you are trying to help.

   For example, the person's behaviour could be related to:

   • drugs, alcohol, or medication
   • pain, illness or disability
   • fear or confusion
   • something that happened at the practice
   • finances
   • other personal problems.
7. Cooperate and empathise, but avoid being manipulated if possible.
8. Consider your environment and exits – if you can safely leave the area or retreat behind a physical barrier without becoming trapped, do so to keep yourself safe.
9. When police arrive, follow their instructions as directed.

After the event

When the person is no longer on the premises, and staff and remaining patients are safe:

1. Follow the procedure for managing and reporting incidents.
2. Document the event in an incident report, describing what happened. Place a note on the patient file.

Get support from your team and take some time to recover.

Trespass notice

A trespass notice can be issued to prevent an offender returning to the practice.

• Complete the trespass notice form and give a copy to the offender.
• Place a copy on file and give a copy to the police.

You can also post the notice to the offender's address. For the safety of staff and other patients – getting the offender off the premises is the priority.

Once you have handed the notice to the offender it is considered served, even if they don't take it, or they destroy it. Police can serve a trespass notice after the incident if the offender has already left the premises.

Related policies

Armed Intruders

Ending an Enrolment

Lockdown

Stress and Wellbeing

Resources / Further Information

Keeping calm and safe – tips for de-escalation - Pinnacle Practices

Legislation

HDC Code of Health and Disability Services Consumer's Rights

Health and Safety at Work Act 2015

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