Expert Insights

Latest news stories and opinions about the Dental, GP and Care Industries. For your ease of use, we have established categories under which you can source the relevant articles and news items.

14th July 2014

Challenging Times

upset patient and doctorIf you’ve been in a hospital recently, or a railway station, or a bus, really anywhere providing a service to the public, you may have noticed posters reminding people that violence and abuse towards staff will not be tolerated. Quite right too, but some new guidance from the NHS on challenging behaviour goes further and deeper in analysing the causes and how to manage the consequences of this behaviour in clinical settings. Its basic premise is that behind every incident of challenging behaviour there is a reason.

Protecting staff and users

This new guidance is produced by NHS Protect whose role includes protecting NHS staff from violence. A good start point is to look at the website that NHS Protect have developed which can be found at This website includes a downloadable version of the guide itself, as well as training videos and some case studies. It also provides forum for sharing ideas, experiences and best practice. The guide itself can be used by a range of staff in clinical or nursing care settings, and the guide is designed in such a way that specific staff groups can look at the sections most applicable to them.

Thinking about what’s happened

The guide offers a definition which describes challenging behaviour not just as physical behaviour, but includes verbal behaviour that stops care being carried out and poses a safety risk. The guide begins by giving an overview of relevant legislation and then goes onto to explore reasons for challenging behaviour. It puts management of challenging behaviour in the context of assessing need and planning care, so that ensuring service user needs are identified is the first step in addressing behaviours. The guide also stresses the importance of staff being given the opportunity to reflect on situations. The danger for staff exposed to challenging behaviour is that can it almost be seen as the norm, and so staff become immune to changes in behaviour, or the trigger factors that might cause it. Their responses might become the same for all behaviours. Regular supervision and debriefing can give staff those opportunities. The guide also stresses the importance of good record keeping as a means of communicating information amongst staff.

Policy making

The QCS Challenging Behaviour Policy and Procedure CP05 incorporates underpinning values which include awareness of how challenging behaviour meets a particular need for the individual engaging in it. The key is how to address that need.

*All information is correct at the time of publishing

Topics: Mental Health

David Beckingham

Mental Health Specialist

David Beckingham is a self-employed independent trainer, and is also an honorary lecturer with the University of Cumbria. His professional background is as a social worker and he has worked in care homes for older people in Cumbria. David’s main area of expertise is in mental health. Prior to becoming self-employed he was a Staff Development and Training Officer with Cumbria County Council, both commissioning and delivering training to mental health workers and others in statutory and independent sector organisations. Read more

Leave a Reply

Join over 27,000 users already using the QCS Management System!
Start Free Trial
Back to Top
FOR TODAY ONLY, we have extended the offer, Save £350 when you buy before 5PM
Find out more
Introducing Our BIGGEST AUTUMN SPECIAL OFFER EVER - Save £350 when you buy before Wednesday 30th Nov 2016
Find out more

Register here for your FREE TRIAL

  • Try our unique Management System, or any of our individual packs
  • PLUS! Gain FREE trial access to our Mock Inspection Toolkit
  • Over 2,300+ pages of easy to use guidance and 300+ policies & procedures

Simply fill out the form below and get full access for 24 hours to a QCS Management System of your choice.

Start FREE Trial Click here