Aggressive People

agressive, aggresive

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.

To protect our staff we monitor and evaluate risks and take the appropriate steps to reduce or eliminate them.

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 well-being of our staff or visitors.

If a patient verbally or physically abuses or threatens a team member, or is significantly disruptive, we may end their enrolment and ban them from the premises.

Responding to threatening or abusive behaviour

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

How do you alert other people that you need support dealing with an aggressive person?

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 other patients to a safe area if necessary.
4. Maintain a safe distance of 2-3 metres from the person if possible – more if they become agitated.
5. 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.
6. Be aware of your body language. Maintain normal eye contact to show that you are giving the person your full attention.
   • 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.
7. 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.
8. Cooperate, but avoid being manipulated if possible.
9. When police arrive, follow their instructions as directed.

More information is available from Keeping calm and safe – tips for de-escalation

After the event

1. Check that the person has left the premises, and that staff and remaining patients are safe.
2. Follow the procedure for managing and reporting incidents.
3. 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.

1. Complete the trespass notice form and give a copy to the offender.
2. 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.

Abusive patients, aggressive patients, disruptive patients, offensive, threatening patients, violent patients