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Registration Number: {{org_field_registration_no}}

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Managing Adult People’s Challenging Behaviour Policy

1. Purpose

The purpose of this policy is to ensure that all instances of challenging behaviour displayed by adults using the services of {{org_field_name}} are managed safely, respectfully, and in a person-centred, non-discriminatory manner that upholds the rights, dignity, and well-being of the individual. This policy is aligned with the Regulation and Inspection of Social Care (Wales) Act 2016, the Social Services and Well-being (Wales) Act 2014, and CIW guidance. It outlines our commitment to a proactive, positive behavioural support approach rooted in understanding the causes of behaviour and avoiding restrictive practices wherever possible.

2. Scope

This policy applies to all employees at {{org_field_name}}, including permanent, temporary, agency staff, management, and external professionals working in or visiting the service. It covers all situations where adults receiving care or support may display behaviour that is perceived as challenging, distressing, aggressive, disruptive, or self-injurious. It includes behaviour linked to dementia, mental health conditions, sensory needs, communication difficulties, trauma, learning disabilities, or environmental stress.

3. Related Policies

This policy should be read alongside the following:
CHW07 – Person-Centred Care Policy
CHW08 – Dignity and Respect Policy
CHW11 – Safe Care and Treatment Policy
CHW13 – Safeguarding Adults from Abuse and Improper Treatment Policy
CHW18 – Risk Management and Assessment Policy
CHW24 – Management of Accidents, Incidents and Near Misses Policy
CHW27 – Staff Supervision, Training and Development Policy
CHW29 – Whistleblowing (Speaking Up) Policy
CHW39 – Mental Capacity and Deprivation of Liberty Safeguards Policy

4. Policy Statement

At {{org_field_name}}, we believe all behaviour is a form of communication and that people who display challenging behaviour should be met with compassion, curiosity, and skilled support. Our goal is to understand the underlying causes, minimise triggers, reduce risk, and support individuals to feel safe, valued, and in control. We use Positive Behaviour Support (PBS) as our core framework and work in partnership with individuals, their families, advocates, and professionals to implement effective support strategies.

5. Definition of Challenging Behaviour

Challenging behaviour may include physical aggression, verbal outbursts, self-harm, withdrawal, resistance to care, sexualised behaviour, property damage, or disruption. It is defined as behaviour that may put the individual or others at risk, interfere with daily activities, or result in distress to the person or those around them. We do not view individuals as ‘challenging’ but recognise the importance of adapting our care approach to meet their unique needs.

6. Understanding and Preventing Challenging Behaviour

Every individual has a detailed care plan and behavioural risk assessment that explores known triggers, past trauma, communication styles, health conditions, pain or discomfort, medication effects, sensory needs, and unmet emotional or social needs. Staff are trained to recognise early signs of distress and use de-escalation techniques such as distraction, reassurance, calm tone, providing space, or offering choices. The physical environment is assessed for noise, lighting, crowding, or overstimulation, and adapted to promote calmness. We support predictable routines, meaningful activities, and continuity of care to reduce anxiety and frustration.

7. Positive Behaviour Support (PBS) Planning

For individuals who display behaviour that challenges frequently or significantly, a Positive Behaviour Support Plan is developed in collaboration with the individual, family (where appropriate), and relevant professionals. This plan includes proactive strategies, early warning signs, personalised de-escalation techniques, interventions for crisis situations, and post-incident support. The plan is reviewed regularly or after any major incident and forms part of the person’s wider care planning process. Staff are expected to read, understand, and follow the PBS plan and to document how it is applied in daily practice.

8. Safe Interventions and Restrictive Practices

Restrictive practices, including physical restraint, seclusion, or removal of personal items, are only used as a last resort, when there is an immediate risk of harm, and must always be proportionate, legal, and in the person’s best interests. Any such use must comply with the Mental Capacity Act 2005, Deprivation of Liberty Safeguards (DoLS), and guidance from the Restraint Reduction Network. Where physical intervention is unavoidable, it must only be carried out by staff trained in approved methods and must be recorded, reported, and reviewed. Our aim is to reduce and eliminate the use of restrictive interventions through preventative strategies.

9. Safeguarding and Legal Considerations

All instances of challenging behaviour that result in injury, distress, harm, or restraint must be reported in line with our safeguarding procedures. The Safeguarding Lead, {{org_field_safeguarding_lead_name}}, in their role as {{org_field_safeguarding_lead_role}}, oversees safeguarding responses and liaises with {{org_field_local_authority_authority_name}} where appropriate. Mental capacity assessments are conducted where decisions about interventions or restrictions are required. If a person lacks capacity, decisions are made in their best interests and are documented clearly. CIW is notified of any incidents that meet regulatory reporting thresholds.

10. Staff Training and Support

All staff receive training in:

• Positive Behaviour Support
• De-escalation techniques
• Trauma-informed care
• Safeguarding adults
• The Mental Capacity Act and DoLS
• Understanding the causes of challenging behaviour
  Where appropriate, staff also receive accredited training in safe physical intervention. Ongoing supervision, reflective practice sessions, and post-incident debriefings are used to support staff wellbeing, learning, and confidence. Managers ensure that staff are never left unsupported in high-risk situations and that risk is proportionately managed with input from professionals.

11. Documentation and Incident Management

All incidents of challenging behaviour are recorded in detail using our behaviour monitoring tools. Records include what happened, antecedents (what occurred before), behaviours observed, staff responses, outcomes, and follow-up actions. Trends are monitored to identify patterns and inform planning. Records are stored securely and shared only on a need-to-know basis. Incidents are reviewed in team meetings and escalated to the Registered Manager or Responsible Individual where required.

12. Involving the Person and Their Representatives

The views and experiences of the individual are central to any plan for managing their behaviour. Where possible, individuals are involved in creating their own coping strategies, reviewing their care, and reflecting on incidents. Where appropriate, family members or advocates are engaged to ensure the person’s rights, preferences, and needs are understood and respected. We recognise that cultural background, communication needs, and previous experiences shape how behaviour is expressed and understood.

13. Monitoring and Quality Assurance

The Registered Manager and Responsible Individual regularly monitor behavioural incident records, PBS plan implementation, staff training, and outcomes for individuals. Challenging behaviour management is reviewed as part of our internal audits, supervision sessions, and Quality of Care Review. CIW inspectors are provided with documentation, behaviour plans, and evidence of person-centred practice upon request.

14. Policy Review

This policy will be reviewed annually, or earlier in response to legislation changes, CIW guidance, incidents, or service feedback.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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