At Urban Botanical Clinic we aim to protect the safety and well-being of our staff, patients and visitors at all times.

 

Our policy for workplace aggression is intended to protect all members of our staff, and anyone who visits the clinic, from undesirable behaviour.

 

Our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. We would like to respectfully remind patients that very often our staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  We understand that patients in pain do not always act in a reasonable manner and we will take this into consideration when trying to deal with a misunderstanding or complaint.

 

Violence  and aggression, in any form and for whatever reason, is unacceptable behaviour and it will not be tolerated. Anyone attending the clinic that shows violence or aggression towards any clinicians, therapists, staff, patients or other visitors, be it verbally, physically or in any threatening manner whatsoever, risks removal from the clinic.

 

We are committed to taking all reasonable steps to minimise the risk of violent and aggressive behaviour against our staff whilst acting in the course of their duties.

 

The HSE (Health and Safety Executive) defines work-related violence as "Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work".

 

We define violent or aggressive behaviour as any behaviour which produces damaging or hurtful effects, physically or emotionally to other people. This definition is not exhaustive but would include:-

• Verbal abuse towards the staff in any form including verbally insulting the staff

• Bullying, shouting, swearing or intimidation

• Threat of harm, including to property or family

• Any physical violence towards any member of our staff or other patients, such as pushing or shoving

• Racial abuse and sexual harassment will not be tolerated within this practice

• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot be met

• Causing damage to property/ steal from the clinic, staff or patients

• Obtaining drugs and/or medical services fraudulently

 

This information will be recorded in the patient’s clinical records and flagged up to ensure that members of staff are aware in the future. In addition, where deemed necessary, appropriate support will be put in place, e.g., staff members will not see the patient alone.

 

The removal from the clinic is an exceptional and rare event and is a last resort in an impaired patient-clinic relationship. We value and respect mutually good relationships based on mutual respect and trust. When trust has irretrievably broken down, the clinic will consider all factors before removing a patient and communicate to them that it is in the patient’s best interest that they should find a new clinic. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.

The clinic acknowledges that there may be instances where violence and / or aggression forms part of a patient’s illness.  In these circumstances, the issue will be discussed with the patient and form part of their care planning.

 

The employer is legally responsible for the safety of all employees whilst on the premises. The Clinic Manager is responsible for staff training, implementation, and review of this policy.

 

All staff members have a duty to take reasonable care of themselves and any other persons who may be

affected by their actions and must comply with this policy at all times. Staff must report any incidents of aggression or violence, including details about where and when it occurred, who was involved and any relevant circumstances that may have contributed to the incident.

 

Under the Health and Safety at Work Act 1974, the clinic will also undertake the following measures to ensure a safe work environment:

 

• Carry our risk assessments to assess and review the duties of employees, identifying any "at risk" situations and taking appropriate steps to reduce or remove the risk to employees, particularly if they are working alone.

• Assess and review the layout of the premises to reduce the risk to employees

• Assess and review the provision of personal safety equipment, such as panic alarms, telephone system, instant messaging software.

• Provide team training in personal safety and how to manage difficult conversations or conflict

• Ensure we have suitable support mechanisms in place to provide support and counselling for staff who became victims of abuse and provide access to other suitably qualified health professionals.

• Make employees aware of risks and ensure everyone understands their duties and responsibilities in ensuring everyone’s safety at work

• Record any incidents on a Significant Event Record and take any remedial action to ensure similar incidents are prevented in future.