Prevention and management of aggression in ... - WorkSafe Victoria

5.Policy, procedures and practice• clearly identify the matter of concern and the expected behaviour• be polite, respectful, non-judgemental and informative• use plain English• clearly indicate the consequences of failing to behave in anappropriate manner• include information about how to appeal or complain, and• be signed by a senior manager with an appropriate level of authority.Treatment agreementsSome circumstances may need a conditional treatment agreement to beestablished, such as where the client repeatedly comes for treatment:• under the influence of alcohol and/or drugs• with disruptive friends, relatives or others with a history of violence• late at night or at change of shift times, and/or• in a manner that threatens, attempts or perpetrates violence against staff.Treatment might be deferred until the risks can be better controlled – for example,when more staff (or more experienced staff) are on duty. It may also be necessaryto arrange for treatment in a safer location.Clear behavioural expectations and the consequences of failing to comply (e.g.treatment at a different location or the banning of visitors) should be considered.Agreements should always be:• developed in consultation with the client and other relevant stakeholders(e.g. carer, relatives, clinicians, security staff)• objective and focused on the behaviour not the person• reviewed regularly• completed in a safe and therapeutic environment, and• have an appeal or complaint mechanism.SanctionsWhen other strategies are not appropriate, treatment may have to be refusedexcept in life-threatening circumstances. This option should only be consideredafter other control options have been explored to their full capacity.Relevant templates for decision-making and communication with respect tosanctions can be found in Tool P6.Staff should be aware of procedures for requesting police or security assistanceand filing charges. It is advisable to maintain regular communication withlocal police.5.3 Procedure to practiceThe prevention and management of aggression and violence can be integratedinto day-to-day practice through relevant work procedures that need to bedocumented. Describe details of the organisational arrangements to identify,assess and control hazards specific to aggression and violence, includingresponsibilities of clinical and non-clinical staff. It is important regular reviewsare undertaken.22 Handbook / Prevention and management of aggression in health services WorkSafe Victoria