Aggressive or abusive behaviour
We understand that people can become angry when they feel that matters about which they feel strongly are not being dealt with as they wish. If that anger escalates into aggression towards our staff or other patients, we consider that unacceptable.
Any aggression or abuse directed towards our staff or other patients will not be tolerated.
Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff or other patients to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness.
We also consider inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations, to be abusive behaviour.
How we manage aggressive or abusive behaviour
The threat or use of physical violence, verbal abuse or harassment towards our staff or patients is likely to result in a termination of all direct contact with the customer or service user. Such incidents may be reported to the police. This will always be the case if physical violence is used or threatened.
Where correspondence (either letter or electronic) that is abusive to staff or contains allegations that lack substantive evidence is received, we will inform the sender that we consider their language offensive, unnecessary and unhelpful and ask them to stop using such language. We will ask that the sender edit their correspondence to remove any offensive text and resend it, otherwise it will not be responded to.
Staff will end telephone calls if they consider the caller aggressive, abusive or offensive. Our staff have the right to make this decision, to tell the caller that their behaviour is unacceptable and to end the call if the behaviour then persists.
In extreme situations, we will tell the person in writing that we will not permit any personal contact from them. This means that we will limit contact with them to either written communication or through a third party.