Zero Tolerance Policy

1. Purpose
The purpose of this policy is to protect all staff, patients, contractors, and visitors from abuse, harassment,
discrimination, or violence. The organisation operates a zero tolerance approach to unacceptable behaviour and is committed to providing a safe, respectful, and supportive environment for everyone.
2. Scope
This policy applies to:
● All employees (permanent, temporary, bank, and agency)
● Contractors and volunteers
● Patients, service users, family members, carers, and visitors
● Any individual interacting with the organisation in person, by telephone, online, or in writing
3. Policy Statement
The organisation will not tolerate any form of abuse, aggression, harassment, discrimination, or threatening
behaviour. Any such behaviour will be taken seriously and may result in removal from premises, restriction of services, reporting to relevant authorities, or disciplinary action where applicable.
This policy aligns with the organisation’s legal duties under relevant legislation, including health and safety,
equality, and regulatory requirements.
4. Unacceptable Behaviour
Unacceptable behaviour includes, but is not limited to:
4.1 Verbal Abuse
● Shouting, swearing, or use of offensive language
● Personal insults or derogatory comments
● Threats of harm to people, property, or reputation
4.2 Physical Abuse or Violence
● Hitting, pushing, kicking, spitting, or any physical assault
● Throwing objects
● Damage or attempted damage to property
4.3 Harassment and Discrimination
● Behaviour related to protected characteristics (e.g., disability, race, sex, religion, sexual orientation)
● Sexual harassment or inappropriate comments or gestures
● Persistent unwanted contact or intimidation
4.4 Online or Written Abuse
● Abusive emails, messages, or social media posts
● Repeated unreasonable complaints or vexatious correspondence
4.5 Intoxication or Substance Influence
● Clients attending appointments under the influence of drugs or alcohol are considered to be engaging in
unacceptable behaviour.
● It is the clinician’s professional judgement whether to terminate, reschedule, or refuse the service in such
circumstances.
● Drugs and alcohol will not be tolerated on site or during remote/video assessments.

5. Expected Standards of Behaviour
All individuals are expected to:
● Treat others with dignity and respect
● Communicate calmly and appropriately
● Follow reasonable instructions from staff
● Respect organisational policies and procedures

6. Managing Incidents
6.1 Immediate Action
Where unacceptable behaviour occurs, staff may:
● Ask the individual to stop the behaviour
● End a telephone call or online interaction
● Ask the individual to leave the premises
● Terminate or reschedule the assessment if a client appears intoxicated or under the influence, as per clinical
judgement
● Contact security or emergency services if there is an immediate risk
● Staff safety is the priority at all times.
6.2 Reporting
All incidents must be reported in line with internal incident reporting procedures. This includes:
● Date, time, and location
● Individuals involved
● Description of the behaviour (including intoxication or substance use if applicable)
● Actions taken
6.3 Follow-Up Actions
Depending on severity, actions may include:
● Written warning to the individual
● Restrictions on contact or communication
● Removal from services where clinically and ethically appropriate
● Referral to the police or other authorities
● Internal disciplinary procedures for staff

7. Support for Staff

The organisation will:
● Take all reports seriously
● Provide access to appropriate support following incidents
● Ensure staff are not disadvantaged for reporting concerns
● Offer debriefs and reasonable adjustments where required
8. Consideration of Individual Needs
The organisation recognises that some individuals may have underlying conditions or vulnerabilities that affect behaviour. Reasonable adjustments and de-escalation strategies will be considered where appropriate; however, this does not excuse abusive or violent behaviour.

9. Responsibilities
9.1 Management
● Promote and enforce this policy consistently
● Ensure staff are trained in managing challenging behaviour

● Investigate incidents promptly and fairly
9.2 Staff
● Treat others with respect
● Follow this policy and report incidents
● Use de-escalation techniques where safe to do so

10. Communication of the Policy
This policy will be:
● Shared with staff during induction
● Made available to patients and visitors
● Displayed in public-facing areas where appropriate

11. Review
This policy will be reviewed regularly and at least bi-annually, or sooner if required due to changes in legislation,
regulation, or organisational need.