Behaviour Policy

Unacceptable behaviour by a Residents/Relative/Friend/Visitors

The Home has a duty to ensure the safety and welfare of our staff and external professionals.

We are committed to dealing with all residents and their families/friends fairly and impartially and to providing a high standard of service.  As part of this service we do not normally limit the contact residents and their families/friends have with us.  However, we do not expect our staff to tolerate behaviour by customers and their families/friends which is clearly unacceptable (e.g. abusive, offensive or threatening such as shouting or swearing) and may take action to protect our staff from that behavior.

When we consider that a customer’s/families’/friend’s behaviour is unacceptable we will tell them why that is so and will ask them to change it.  If the unacceptable behaviour continues, we will take action to restrict the customer’s/families’/friend’s contact with us.

The decision to restrict access to the Home will be taken at Director level.  Any restrictions imposed will be appropriate and proportionate.  The options we are most likely to consider are:

  • requesting contact in a particular form (for example letters only)

  • requiring contact to take place with a named officer

  • restricting visiting to set times and duration

  • asking the customer/families/friends to enter into an agreement about their conduct

In all cases we will write to tell the customer/families/friends why we believe their behaviour is unacceptable, what action we are taking and the duration of that action. 

Where a customer’s/families’/friend’s behaviour continues to behave in a way which is unacceptable, we may decide to terminate our contract with that customer or bar the offenders from entering the Home.

Where the behaviour is so extreme that it threatens the immediate safety and welfare of the Home’s staff, we will consider other options, for example reporting the matter to the police or taking legal action.  In such cases, we may not give the customer prior warning of that action.