Jane Farrell, Head of Security, Sodexo UK & Ireland

Why restraint reduction matters – and why we chose to act

In health and care environments, safety is about far more than policies and procedures. It’s about patients, service users and colleagues and how we respond when situations become difficult or highly charged.

Across public facing services, incidents involving violence and aggression are unfortunately increasing. In healthcare, it’s often people who are unwell, distressed or frightened who display challenging behaviours.

When that happens, organisations face a critical responsibility: keeping everyone safe without causing harm; reducing risk while protecting dignity, and ensuring colleagues feel confident and supported under pressure.

This sits at the heart of why a person-centred approach to restrictive practice matters.

Restraint should never be the default

Restrictive practices must always be a last resort. When they are used too quickly or without the right training and mindset, the risks increase for everyone involved.

True safety is rooted in prevention. It means recognising early signs of escalation, responding calmly and proportionately, and using de-escalation wherever possible. When physical intervention cannot be avoided, it must be carried out safely, ethically and with skill.

Restraint reduction is about doing the right thing in the most challenging moments. That belief is why Sodexo UK & Ireland’s Health & Care business chose to strengthen our approach by becoming a member of the Restraint Reduction Network (RRN).

Investing in skills that go further

Alongside this commitment, our Health & Care business invested in enhanced training through Maybo a partner whose approach closely aligns with restraint reduction principles. 

While standard security training includes conflict management, healthcare environments are uniquely complex. People may be acutely unwell, experiencing mental health crises, or under the influence of substances. These situations demand deeper understanding, judgement and confidence.

Maybo training focuses heavily on de‑escalation and understanding behaviour. When physical intervention is unavoidable, it prioritises safety, proportionality and control – protecting both the individual and those responding. Just as importantly, it gives colleagues confidence to act appropriately under pressure.

Building lasting capability

A key part of this approach has been developing a train the trainer model, embedding expertise across our wider business beyond Health & Care.

Qualifying members of the team to deliver training internally creates consistency, builds long term capability and ensures best practice becomes part of day to day culture. It also recognises the professionalism of colleagues working in challenging environments every day. 

Sodexo Health & Care has achieved BILD Act Certification for the Maybo training programme – a significant milestone that reinforces the business' commitment to safe, respectful and person centred approaches to restrictive practices across NHS settings.

To ensure consistent learning and reach, we have made Maybo training available to all Health & Care colleagues via Sodexo's digital learning platform.

Safety, confidence and trust

Violence and aggression remain one of the leading causes of workplace incidents. Better training reduces escalation and injury, but its impact goes wider than statistics.

For colleagues, it sends a clear message: your safety matters. For clients, it offers reassurance that risks are being managed responsibly, ethically and proactively. 

Ultimately, restraint reduction is about leadership. It's about recognising risk early, investing in the right skills and refusing to accept "that's just how it is" when better practice is possible.

By committing to the Restraint Reduction Network and investing in Maybo training, we are making a clear statement: safety, dignity and compassion are non‑negotiable. 

And we are helping to improve the day‑to‑day workplace experience for NHS staff and Sodexo security colleagues alike by building a safer environment where everyone feels protected and supported.