Aggressive behaviour - prevention and management in the general practice environment

Aggressive behaviour is commonly encountered in the general practice setting and can often be de-escalated using good communication skills.

This article provides strategies to reduce and manage early aggression in the general practice environment.

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.