Makindo Medical Notes

Violence and aggression towards NHS staff can cause serious harm, both physically and emotionally. Conflict resolution training equips professionals with the skills to de-escalate situations, protect themselves, and ensure patient and staff safety.

⚠️ Why It Matters

• Healthcare workers are at higher risk of verbal and physical abuse compared to many professions.
• Unmanaged aggression can escalate into violence, affecting patient care and staff wellbeing.
• All NHS staff have a duty to contribute to a safe working environment.

🔎 Recognising Warning Signs

• Raised voice, shouting, swearing 🤬
• Clenched fists, pacing, aggressive body language ✊
• Intrusive personal space 🚶‍♂️➡️👩‍⚕️
• Refusal to engage or escalating frustration

🧠 De-escalation Techniques

• Stay calm and use a steady, non-confrontational tone 🎤.
• Keep a safe physical distance and respect personal space ↔️.
• Listen actively – let the person feel heard 👂.
• Acknowledge emotions without judgement (“I can see you’re upset…”) 🤝.
• Offer choices where possible to give the person control 📝.
• Use open body language and avoid sudden movements 🙌.

🏥 Environmental Safety Measures

• Arrange furniture to allow clear exits 🚪.
• Ensure panic alarms are working 📟.
• Know your local policies for “violence & aggression” response.
• Never isolate yourself in a room with a potentially aggressive patient.

🚨 If Violence Occurs

• Prioritise your safety and that of colleagues/patients 🛡️.
• Call for assistance immediately (security/police if needed) 📞.
• Remove yourself from danger if possible.
• Document the incident accurately and report via Datix or equivalent system 📝.
• Access occupational health and wellbeing support after incidents 💙.

📜 Legal Framework & Policy

• Health & Safety at Work Act (1974) – duty to protect staff from harm.
• NHS Zero Tolerance Policy – no abuse, physical or verbal, will be accepted.
• Assaults on Emergency Workers Act (2018) – stronger legal protections for healthcare workers.

🌟 Key Takeaways

• Recognise early signs of aggression and intervene early 🔎.
• Use calm, clear communication and de-escalation strategies 🧠.
• Know when to remove yourself and call for help 🚨.
• Always report incidents so lessons can be learned and support provided 📝.

📚 Further Resources

• NHS Violence Prevention & Reduction Standard
• HSE – Violence at Work Guidance
• RCN: Violence in the NHS