Download the plan
Download the Five-Step Plan for Supporting Staff – HERE
Introduction
BrisDoc is committed to “work-force care”, and recognising that every person counts. We recognise that working with the general public does carry some risk and that occasionally members of our teams are involved in incidents of violence and aggression with patients and/or carers or other members of the public. When these incidents occur we wish to take all possible steps to ensure that the member of staff feels supported and reassured that we have reduced the risk of re-occurrence as far as possible.
This five-point plan outlines a framework of actions to be taken –and documented – for members of staff who have reported an event of violence and/or aggression. Whilst it may not be appropriate oár possible to complete all steps, line managers should use and complete the plan to ensure they have considered all points to ensure assurance is provided.
Guidance is provided for managers completing the plan.
Key Principles:
- There are no set criteria for events that may be classed as “violence or aggression”. All incidents where staff members have raised concerns or have felt vulnerable will be taken seriously.
- Although there are inherent risks with working with the general public, dealing with incidents of violence and aggression are not considered to be an acceptable part of the job.
- This five-point plan should be used in conjunction with the BrisDoc Policy on Violence and Aggression. The framework is not prescriptive and should be responsive to the member of staff’s needs and the individual event.
Guidance notes for managers
Step 1.
An immediate de-brief should take place with members of staff involved as soon as possible after the event has occurred or been reported, and ideally within 24 hours. The debrief should be carried out ideally by the member of staff’s line manager but can also be another senior staff member from the same service. Items for discussion and documentation should include:
- How is the member of staff feeling? There may be an inclination to dismiss the event, particularly if other members of staff were involved, but it is important to stress that people react differently and that experiencing feelings of shock or vulnerability after such events is expected.
- Has the member of staff completed any conflict resolution training – do they feel any or improved training could have produced a different outcome? It is important not to imply any blame for the event, but to allow the member of staff to discuss and reflect on the event.
- Stress that you or other managers are available if they wish to discuss the event further, or if they feel they need any additional support.
Step 2.
If the event involved a patient, ensure that the patient’s GP is informed if possible and that patient notes (including Adastra/Emis) are updated appropriately with any details if it is felt that the patient represents a risk to other Healthcare professionals in future.
Step 3.
If it is possible and/or appropriate a letter should be sent to the patient outlining BrisDoc’s stance on unacceptable behaviour towards staff. Ensure that the member of staff involved is aware of this, and understands if this is not possible (ie if the unacceptable behaviour was demonstrated by a relative).
Step 4
A review of the environment should be carried out and the risk assessment updated to ensure all possible safety measures are in place to protect staff – eg are panic buttons working, could lone working have been avoided, are door and entry systems secure? Communicate the outcome of any findings to the member of staff involved.
Step 5.
A further de-brief with the member of staff should take place six weeks (or earlier if the staff member requires it) after the event. Ensure that the staff member is feeling safe, secure and supported and offer any ongoing support that may be necessary, including counselling.