1. Principles

People using or working in services should be safe and should not be exposed to undue or unreasonable risk. They should be free from the threat of injury or distress through acts of aggression and violence. As far as possible, the service operates a zero tolerance approach to violence.

Staff should work to minimise the risk and avoid the occurrence of incidents of aggression and violence whenever possible, utilising techniques which have been identified through the positive risk management process and tailored to the individual.

All staff should be trained to recognise the early warning signs of potential aggression and how to respond within their specific working environment.

Physical intervention should only be used as a last resort when all other approaches have been exhausted. It should protect the rights of the customer and should use the minimum amount of force for the shortest possible time.

Consideration should be given to reporting anyone who acts in a violent manner towards customers or staff to the police.

2. Procedural Steps

Step Action By Whom
1. In the event of an aggressive incident, try to de-escalate the situation wherever possible, following guidance in the risk assessment (see Positive Risk Taking Policy). Member of staff involved
2. If the situation cannot be calmed, summon help immediately using an inter-call system or asking others directly for assistance. Member of staff involved
3. Ensure the safety of self and others as first priority. Ask others to leave and assist them to move if they need help. Member of staff involved / member of staff in charge
4. If someone is violently attacked, staff are legally permitted to use the least restrictive option which employs the minimum amount of force for the minimum amount of time. Be aware that any physical intervention is likely to make the person more aggressive, so this should only be used as a last resort when other forms of intervention have been exhausted. People usually have a reason for anger and aggression and talking to them about what has made them angry should always be attempted first. Member of staff involved / member of staff in charge
5. If the situation cannot be controlled and anyone is at risk of serious harm, the police should be called if the situation is assessed as needing their intervention. Member of staff in charge
6. All violent incidents and near misses must be reported to the Assistant Head of Service and the relevant Safety Officer at the time they occur or as soon as possible thereafter. An accident form should be completed and both Care Quality Commission and the Safeguarding Team should be informed. Member of staff in charge
7. The incident should be documented in the case records of any customer who was involved. Details should include any event that instigated the violence, the nature of the violence, how the incident was resolved and outcomes. If it was a customer who became violent, and ABC (antecedent, behaviour and consequence) form should be completed so that any lessons can be learned from the incident and shared with others. Member of staff involved / keyworker
8. A Positive Risk Assessment (see Positive Risk Taking Policy) should be carried out or reviewed to try to minimise the frequency and impact of any further aggressive events. Keyworker
9. Dealing with aggression or violence should be an integral part of induction training for new staff, and anyone likely to be subject to violence or aggression should be offered more detailed training in how to manage incidents and keep everyone safe. All staff