Zero tolerance to aggression or violence from members of the public and/or professional community.


This guidance is designed to provide a risk-based framework that supports a safe and secure working environment for members of the Catherine House team, safeguarding them against abuse, aggression and violence.

The World Health Organization defines violence as: “the intentional use of physical force or power, threatened or actual, against oneself, another person, or against a group or community, that either result in or has a high likelihood of resulting in injury, death, psychological harm, maldevelopment, or deprivation” (Global status report on violence prevention 2014).

Underpinning legislation Employers have a general duty of care to protect staff from threats and violence at work. Five pieces of health and safety legislation cover violence at work:

  • Health and Safety at Work Act 1974 (HASAWA)
  • Management of Health and Safety at Work Regulations 1999
  • Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013(RIDDOR)
  • Safety Representatives and Safety Committees Regulations 1977
  • Health and Safety (Consultation with Employees) Regulations 1996.
  • Associated legislation
  • The Corporate Manslaughter and Corporate Homicide Act 2007
  • Protection from Harassment Act 1997 –
  • Assaults on Emergency Workers (Offences) Act 2018
  • Equality Act 2010 – • Offences against the person legislation
  • Section 39 Criminal Justice Act 1988


The team at Evolve will treat our family members and their families, friends and professionals with courtesy and respect and ask for the same in return. We recognise that there are times on the journey of the individual living with us that those visiting or interacting with the team, may be upset, worried or frustrated.

We have a culture within  our organisation that nobody on our team sets out to do things badly with intent, and that we always look to learn and improve when the opportunity is there to do so, or we identify concerns.

We ask that you treat all members of the team, courteously without harassment, abuse or violence. All of the team members  have the right to care for others without fear of being attacked or abused. Any behaviour which causes a member of the team to feel uncomfortable, embarrassed or threatened, is totally unacceptable.

The Zero Tolerance policy includes abuse, aggression or threats made in person, over the telephone or in written communication, including on social media. We considers threatening behaviour to be:

  • Attempted or actual aggressive, threatening or physical actions made towards any member of team.
  • The use of aggressive, threatening or abusive language, (including raising of the voice, swearing, shouting or in writing) which threatens or intimidates and member of the team.
  • This policy applies throughout the premises. It also applies to any team member away from the care home but only in so far as it relates to the business of Evolve.
  • Instances of abusive/threatening behaviour will be reported to the Registered Manager and a warning letter will be sent to the individual. The individual may contact the Registered Manager to discuss this warning letter if they wish to do so.
  • If there is any further incident, the individual will be sent a Final Warning Letter informing them of their breach of the Zero Tolerance Policy and we reserve the right to prevent the individual from visiting the care home.
  • Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the care home by the police. We reserve the right to temporarily or permanently ban that individual from visiting the care home, or having contact with members of the team.

Where an individual is banned from visiting the care home due to a breach of this policy, and this is either;

  • Against the wishes of a family member living with us who has capacity.
  • Not in the best interest of a family member living with us without capacity.

We will notify the safeguarding adults team for the home, and the regulator of the decision.

We will all issue notice to the commissioner or fee payer for this family members placement so they are able to be supported to move to a location that does not inhibit their right to visitors and contact.

We hope you understand the reason for this policy which is designed to keep our team and other family members safe at all times.