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Guidelines, policies and procedures will never cover every eventuality. Members of staff whatever their level of responsibility or role, must use their experience, skills and common sense when faced with aggressive service users.
Staff identified in the risk assessment must be provided with relevant training in personal safety, de-escalation and breakaway techniques.
Where physical violence is likely staff should:
Physical restraint is the last option and should be used only by staff at risk as a defence against potential or escalating violence and in circumstances where there is a reasonable chance of success. For example, staff should not normally attempt physical restraint, if physically inferior, outnumbered or when the service user has ready access to weapons.
Where an incident escalates and the person cannot be controlled, staff members must be prepared to vacate the room, even if extensive damage results. Police assistance should be summoned immediately. Personal safety is of paramount importance.
You should have practices and procedures documented, where lone workers and staff are aware of how to report incidents and near misses. Risk assessments must be reviewed after any incident or near-miss.