Acceptable Behaviour Policy

1. Our commitment

Hopscotch Children’s Therapy Centre is committed to a safe, calm, and respectful environment for the children we support, their families, and our staff. We know that caring for a child with additional needs can be stressful, and we will always listen to concerns raised calmly. In return, we ask that our team is treated with courtesy and respect. As an employer we have a legal duty to protect our staff from abuse, harassment, and intimidation, and this policy explains how we do that.

2. Who this applies to

This policy applies to parents, carers, family members, and any other adult who attends the centre, takes part in a session, or contacts us by telephone, email, message, or online. It also applies at external locations such as schools and home visits.

3. What we ask of you

Treat our team, other families, and children with courtesy and respect.

Raise any concerns about your child’s therapy or our service calmly, through the channels set out in Section 7.

Follow reasonable instructions from staff while on the premises or taking part in a session.

Respect the privacy of other children and families.

4. What we will not accept

The following will not be tolerated, whether in person, by telephone, online, or in writing:

Shouting, screaming, or raising your voice at staff.
Swearing, insults, or abusive or offensive language.
Threats, intimidation, or aggressive behaviour.
Any physical contact with staff or damage to property.
Harassment or discriminatory remarks of any kind.
Persistent or excessive contact that disrupts the running of the service.
Recording staff, other families, or children without consent.

5. What happens if this policy is not followed

Our staff are authorised to end any conversation, call, or session immediately if they feel behaviour is unacceptable. Every incident is recorded. Our response will be proportionate to how serious the incident is and whether it has happened before.

Stage 1: Informal Discussion

We will contact you to discuss the incident and ask for an assurance that it will not be repeated.

Stage 2: Written Warning

Issued if the behaviour is repeated, or if a single incident is serious enough.

Stage 3: Final Written Warning

Issued after a further incident.
Where your child’s provision is commissioned by a local authority, we will inform the commissioning officer at this stage.

Stage 4: Restrictions or Suspension of Service

After a further incident, or immediately for threats, violence, or harassment, we may without further notice:

Require all communication with Hopscotch to be in writing only.
Ask that you do not attend sessions in person or remain on the premises.
Suspend your child’s sessions while we review whether we can safely continue.
End the service, with written notice to you and to the local authority.
Report serious incidents to the police.

Appeal

You may ask our Clinic Director to review a decision taken at Stage 3 or Stage 4 by writing to us within 10 working days of the decision.

We will respond within 10 working days of your request.

6. Your child comes first

Action under this policy is about adult behaviour only. It does not reflect on your child, and we remain committed to delivering their therapy. Before suspending or ending any service we will consider your child’s needs and wellbeing and work with the local authority to minimise disruption to their provision.

7. How to raise a concern

If you are unhappy with any aspect of your child’s therapy or our service, please contact our Operations Director, Ralph Mrad, at ralph@hopscotchtherapy.co.uk. Concerns that cannot be resolved informally can be raised under our Complaints Policy. Raising a concern or complaint will never be treated as unacceptable behaviour.