Zero Tolerance and Anti-Aggression Policy
Purpose of the Policy
At 24-7 Healthcare, we are committed to providing a caring, respectful and safe service for all our service users, clients and employees.
We operate a zero tolerance policy towards any form of aggression, abuse, or harassment, whether it occurs in person, over the phone, by email, or through any other means of communication.
Our aim is to ensure that every interaction is handled with professionalism and respect. We have a duty of care to protect both our staff and our service users from abusive or threatening behaviour.
Who the Policy Applies To
This policy applies to:
- All 24-7 Healthcare staff and contractors
- Our patients, service users, clients and their families
- Visitors, suppliers and partner organisations
The policy covers all interactions, including
- Telephone, video calls, Emails, letters, text messages, online and any other types of communications
- Home visits, deliveries and collections etc.
Our Commitment
24-7 Healthcare is committed to:
- Treating everyone with dignity, kindness and respect
- Listening to concerns and resolving issues calmly and fairly
- Supporting our staff who experience aggression or abuse
- Taking immediate and appropriate action against unacceptable behaviour
We will always strive to communicate clearly, act professionally and maintain the trust of the people we support. However, aggressive or abusive behaviour will not be tolerated under any circumstances.
Anti-Aggression Statement
“24-7 Healthcare has a zero tolerance approach to any aggression, abuse and harassment towards our staff, service users, or visitors.”
We understand that people may feel frustrated or upset at times, especially when discussing health-related needs.
However, this does not excuse aggressive or abusive behaviour. This includes:
- Verbal abuse, shouting, or swearing
- Threats, intimidation, or harassment
- Discriminatory or offensive language
- Physical aggression or violence
- Persistent or unreasonable demands or behaviour
If any of these occur, 24-7 Healthcare may:
- End a phone call or visit immediately
- Withdraw or suspend services until safety can be ensured
- Report the matter to local authorities or the police
We reserve the right to refuse or withdraw service from anyone who fails to comply with this policy, after careful review and in line with our duty to protect staff and other service users.
Reporting and Support
If you experience or witness abusive or aggressive behaviour:
- Staff should report the incident to their line manager immediately
- Service users can report incidents by calling our main support line or emailing our team abuse@24-7healthcare.co.uk
- All reports will be handled confidentially, investigated promptly and appropriate actions will be taken
Support will be provided to any member of staff affected by abuse or aggression.
Our Responsibilities
- Staff: To act professionally and calmly in all interactions and to report any incident of aggression
- Managers: To ensure all reports are taken seriously and addressed swiftly
- Service Users and Visitors: To treat staff and others with respect at all times
