Moira G Sim1, Toni Wain, Eric Khong. 1. Systems and Intervention Research Centre for Health, Edith Cowan University, Western Australia, Australia. m.sim@ecu.edu.au
Abstract
BACKGROUND: Aggressive behaviour is commonly encountered in the general practice setting and can often be de-escalated using good communication skills. OBJECTIVE: This article provides strategies to reduce and manage early aggression in the general practice environment. DISCUSSION: Aggressive behaviour usually occurs when a person feels unfairly treated. Having a systematic approach to the problem can improve safety for both staff and patients. This includes patient centred practice, identifying and managing the early signs of aggression to prevent escalation, having a plan to seek assistance if required, setting limits using a calm respectful manner and reinforcing limits using behaviour contracts when required. The physical layout of the practice and restraint of aggressive people are beyond the scope of this article.
BACKGROUND: Aggressive behaviour is commonly encountered in the general practice setting and can often be de-escalated using good communication skills. OBJECTIVE: This article provides strategies to reduce and manage early aggression in the general practice environment. DISCUSSION: Aggressive behaviour usually occurs when a person feels unfairly treated. Having a systematic approach to the problem can improve safety for both staff and patients. This includes patient centred practice, identifying and managing the early signs of aggression to prevent escalation, having a plan to seek assistance if required, setting limits using a calm respectful manner and reinforcing limits using behaviour contracts when required. The physical layout of the practice and restraint of aggressive people are beyond the scope of this article.