Reading List

A curated Reading List to support and extend learning from Angry or Distressed Patients for GP Receptionists and Care Navigators.

These sources cover communication for safe access, violence prevention, urgent mental health escalation, complaints handling and staff wellbeing. Follow local staff safety policies for live incidents.

1. Access and Communication

• NHS England - You and your general practice
  Patient-facing guidance on contacting GP practices, providing requested details and understanding next steps. Useful when explaining access processes clearly and consistently.
  https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

• NHS England - How to improve care navigation in general practice
  Guidance on care navigation, staff training, patient communication, continuity and safety considerations in general practice access systems.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

2. Staff Safety and Violence Prevention

• NHS England - Violence prevention and reduction standard
  Guidance on preventing and reducing violence and abuse against staff, including leadership, reporting and support.
  https://www.england.nhs.uk/long-read/violence-prevention-and-reduction-standard/

• HSE - Violence at work
  Health and Safety Executive guidance on work-related violence, employer responsibilities and prevention.
  https://www.hse.gov.uk/violence/

3. Distress, Mental Health and Complaints

• NHS - Get help with anxiety, fear or panic
  Patient information on anxiety, fear and panic. Helps recognise common signs of distress while remembering reception staff should not diagnose.
  https://www.nhs.uk/mental-health/feelings-symptoms-behaviours/feelings-and-symptoms/anxiety-fear-panic/

• NHS - Where to get urgent help for mental health
  Information on routes for urgent mental health help, relevant when distress suggests immediate risk.
  https://www.nhs.uk/nhs-services/mental-health-services/where-to-get-urgent-help-for-mental-health/

• NHS England - Feedback and complaints about NHS services
  Information on making feedback or a complaint about NHS services. Useful for separating the complaints process from immediate clinical or safety needs.
  https://www.england.nhs.uk/contact-us/feedback-and-complaints/complaint/

4. Four-Nations Context

• NHS Inform Scotland - General practice services
  Scottish NHS information on GP services, reception teams and confidentiality.
  https://www.nhsinform.scot/care-support-and-rights/nhs-services/doctors/general-practice-services/

• Welsh Government - GMS contract access commitment 2024 to 2025
  Government guidance on appointment access and patient expectations in Wales.
  https://www.gov.wales/gms-contract-access-commitment-2024-2025