RISK ASSESSMENT FORM -Handling Aggressive or Difficult Patients in an Aesthetics Clinic

RISK ASSESSMENT FORM

Handling Aggressive or Difficult Patients in an Aesthetics Clinic

HAUS OF ÄSTHETIK

 

Location: 4 Portland Square, Water Street, Bakewell, Derbyshire, DE45 1HA, United Kingdom

Date of Assessment: 1st April 2025

Review Date: 1st April 2026

Assessed By: Managing Director

 

1. Hazard Identification

   • Hazard: Risk of verbal abuse, physical aggression, or threatening behaviour from patients.

• Location of Hazard:

   • Reception area.

   • Treatment rooms.

   • Waiting area.

   • Clinic exit points.

   • Who is at Risk?

   • Clinic staff (aestheticians, injectors, receptionists).

   • Other patients present in the clinic at the time of an incident.

 

2. Risk Assessment Summary

Hazard	Potential Risks	Risk Level Before Control Measures	Control Measures in Place	Risk Level After Control Measures
Verbal aggression (shouting, threats)	Emotional distress to staff and other patients	Medium	- Clear patient expectations set before treatment  - Firm refund policy in place  - Staff trained in de-escalation	Low
Physical aggression (pushing, hitting, throwing objects)	Injury to staff or damage to clinic property	High	- Panic alarm system installed  - Clinic doors locked outside appointment times  - Refusal of treatment for aggressive patients	Low
Patients demanding refunds or free corrections	Conflict at reception, threats of legal action or online complaints	Medium	- Strict no-refund policy outlined during consultation  - Patients sign consent acknowledging this policy  - Complaint handling procedure in place	Low
Intoxicated or disruptive patients	Increased risk of unpredictable behaviour or aggression	High	- Treatment refusal for intoxicated individuals  - Security procedures in place for escalating situations	Low

 

3. Risk Control Measures

A. Preventative Strategies

   • Patient Screening & Communication:

   • Clear discussion of treatment expectations and risks during consultation.

   • Informed consent signed to confirm understanding of results and policies.

   • No refund or reimbursement policy clearly outlined before treatment.

   • Appointment & Access Control:

   • Entry restricted to booked appointments only.

   • Clinic doors remain locked when staff are alone in the clinic.

• Security Measures:

   • CCTV monitoring in waiting and reception areas.

   • Emergency panic button installed at reception and treatment rooms.

   • Staff alert system (WhatsApp or internal call check-in) when handling high-risk patients.

B. Handling Verbal Aggression

   • Staff Training in De-Escalation Techniques:

   • Maintain calm body language and tone of voice.

   • Offer solutions rather than confrontation (e.g., scheduling a follow-up rather than arguing).

   • Avoid engaging in heated discussions with upset patients.

   • Warning System for Repeat Offenders:

   • Patients who exhibit inappropriate behaviour will receive a formal warning.

   • Persistent aggression will result in a permanent clinic ban.

C. Managing Physical Aggression

   • Immediate Response to Threats or Violence:

   • Activate panic button or call 999 immediately if physical aggression occurs.

   • Staff should not attempt to physically restrain the patient—leave the area if needed.

   • Secure staff-only areas to prevent escalation.

   • Reporting & Documentation:

   • All incidents must be recorded in the incident log.

   • Staff must provide written statements if an aggressive event occurs.

   • Patients involved in violence or threats will be blacklisted from future treatments.

 

4. Emergency Response Plan for Aggressive Patients

A. Verbal Abuse or Threats:

   1. Remain calm and professional—avoid escalating the situation.

   2. Politely remind the patient of clinic policies (e.g., no refunds).

   3. Offer to rebook an appointment if concerns are reasonable.

   4. If the patient continues aggression, ask them to leave the premises.

   5. Record the details of the incident in the security log.

B. Physical Aggression:

   1. Staff should immediately activate the panic button or call 999.

   2. Do not engage physically—maintain distance and seek a secure space.

   3. Other patients should be removed from the waiting area for safety.

   4. Once the situation is under control, document the event and review security footage.

   5. Issue a formal patient ban if necessary.

C. Intoxicated or Disruptive Patients:

   1. Staff should refuse treatment immediately—never proceed if a patient appears intoxicated.

   2. Ask the patient to leave the premises politely.

   3. If refusal escalates into aggression, call for security assistance or police intervention.

 

5. Monitoring & Review

   • Regular training for staff on conflict resolution and handling difficult patients.

   • Security procedures reviewed annually or after any significant incident.

   • CCTV footage checked periodically for any signs of security breaches.

 

6. Risk Assessment Conclusion

   • Overall Risk Level After Controls Applied: Low to Medium

   • Are the current control measures sufficient? ☑ Yes ☐ No

   • Additional control measures required? ☐ Yes ☑ No

Review Schedule:

   • This risk assessment will be reviewed annually or after any security incident.