Managing challenging behaviours at vaccination sites guide for site managers

NHSE have developed a short pack with safety awareness steps to take by staff and volunteers should they come across challenging behaviours. Individuals may become challenging for a number of reasons such as fear of needles, anxious about being in public having isolated, worried about protecting loved ones or fear they might catch the virus etc. Site Managers can help staff and volunteers to de-escalate challenging behaviours by using team stand-up meetings to remind everyone to listen with empathy to bring calm to a situation and a safe outcome.

Please use the pack to outline to staff and volunteers how they can help manage challenging behaviours and display the posters included at your sites. Site Managers can use the pack as a complementary set of resources should local staff/volunteer safety and wellbeing policies and communications be in place.