Members of the Public

If a client presents challenging behaviour towards a member of the public you should make the situation safe and calm it down if possible. Apologise and if the member of the public is injured give them the details of the company so they can speak to a manager. Inform the office immediately so that they are prepared for the call. Record all details in the Record of Visit and complete accident report forms with your manager if anyone is injured.

If a member of the public is confrontational towards a client you should make the situation safe, calm it down if possible and walk away. If the person is physically aggressive call the police and report it to your manager as soon as possible. Reassure the client and make sure they understand that the behaviour towards them was wrong. Record all details in the Record of Visit and complete accident report forms with your manager if anyone is injured.

Colleagues

If you are concerned that a colleagues actions are causing or could cause harm to a client you have a duty of care to report the matter to your line manager immediately. See topic 1.12 for information about whistleblowing.

Less serious conflicts with colleagues (not related to client welfare) will occasionally arise and if handled well can be a positive way of exploring different view points and clearing up misunderstandings. Remember you also have a duty of care towards your colleagues and social care values require you treat them with respect. In the first instance you should calmly try to discuss the matter with them yourself using the communication techniques described in topic 3.12. However if this is not possible or the conflict escalates you should refer the matter to your line manager.

Your line manager will try to resolve the matter amicably with both parties however if this does not work, you can raise a formal grievance against the person concerned. See topic 18.18.

Use to answer question 3.5e of the Care Certificate