Everyone should feel safe at work. Unfortunately, those in front-line, public-facing roles – including pharmacists and their co-workers – are all too often subjected to aggressive, abusive and sometimes even violent behaviour.
Worryingly, pharmacies and pharmacy bodies have highlighted an increase in abusive and aggressive behaviour by patients since the start of the pandemic. In fact, almost a fifth of all crimes committed in pharmacies in 2021 were violent in nature (including criminal damage as well as crimes against the person). Overall, police received almost 16,000 reports of crime in pharmacies in just two years.
The NHS has had a zero-tolerance policy for over 20 years, so what are employers’ obligations, and what can be done to ensure pharmacies remain safe for everyone?
Legal duties
Under the UK’s primary health and safety legislation, the Health and Safety at Work etc Act 1974, employers have a general duty to ensure, so far is reasonably practicable, the health, safety at welfare at work of their employees. This includes ensuring that the risk of encountering harassment or violence whilst at work is properly assessed and prevented/controlled.
As would be expected for any other workplace risk – such as stress or slips, trips and falls – the Management of Health and Safety at Work Regulations 1999 require employers to carry out a risk assessment around work-related violence to:
- Determine how significant the risk is;
- Identify ways to prevent or control the risk; and
- Develop a clear management plan to achieve this.
From there, pharmacies should be in a position to develop a policy and procedure(s) for dealing with violence, which will form part of a pharmacy’s wider health and safety policy.
The Health and Safety Executive (HSE) defines work-related violence as “any incident in which a person is abused, threatened or assaulted in circumstances relating to their work”. Assessments and subsequent policies and procedures should therefore consider both:
- Physical violence, including kicking, spitting, hitting or pushing, as well as more extreme violence with weapons; and
- Verbal abuse, including shouting, swearing or insults; racial or sexual abuse; and threats and intimidation.
Taking action
There are a number of practical steps employers can take to tackle the recent spike in work-related violence in pharmacy.
- Be proactive
The best time to address workplace violence is before incidents occur. Develop a violence prevention plan to identify potential risks in your pharmacy and describe the controls to be used to deal with those risks – be sure to consult your staff.
- Implement physical controls
This may include:
- Ensuring clear sightlines, both inside and outside the pharmacy. Use low shelving or mirrors or position sales counters near windows so that employees can see out and the public can see in.
- Redesigning your pharmacy. Again, this may be a low-cost option that allows for better visibility so that customers and cash tills can be seen more clearly.
- Installing barriers such as wider counters or plexiglass partitions that separate employees from customers.
- Considering product placement. Discourage shoplifting by placing high-value items behind counters or in locked display. Similarly, keep controlled drugs out of the sight of counter areas, and be careful not to inadvertently draw attention to additional quantities of drugs on the premises.
- Maintaining good lighting.
- Put up warning signs
Warning signs on premises can be used to highlight the deterrent measures in operation at your pharmacy, including:
- “Cash in time-lock safe”
- “Security cameras in use”
- “Shoplifters will be prosecuted”
- Provide training
All employees should be given specific training on work-related violence so that they are aware of the potential workplace security hazards and the procedure to follow in the event of an incident.
Employers should also:
- Provide specific written procedures for lone working.
- Provide specific written procedures for higher-risk situations, such as opening, closing and cashing out.
- Evaluate employee scheduling. Consider how many employees are on shift and who they are.
Growing concern
With patients sometimes unable to get convenient appointments due to overwhelmed GP surgeries, and supply chain issues leaving pharmacies without stocks of prescribed drugs, the recent spike in violence may be set to continue.
At a time when staff shortages are widespread, employers must do everything within their power to ensure employees feel able to continue working in community pharmacy, and that starts with creating a working environment where people feel safe.
The NPA hosted a webinar titled Preventing crime: protecting yourself, your staff, your premises and your stock which featured top tips from a police superintendent.
To watch back the crime prevention webinar, click here.
If you wish to display a poster in your pharmacy informing patients that you operate a zero abuse policy, an A3, A4 or A5 poster is available for you to download here.