Setting limits while keeping the care route open

Staff can be kind while setting clear boundaries. Abuse, threats, discrimination and intimidation should not be accepted as part of the job.

Effective limits are specific, calm and linked to the next steps for care. They should describe the behaviour that must stop and explain the safe options that remain.

Set limits on behaviour, not emotion

Patients may be upset or angry. They must not threaten staff, use discriminatory language, intimidate others, damage property or make the reception area unsafe.

• "I can hear you are angry. I cannot continue while you are swearing at me."
• "I want to help, and I need us to speak respectfully."
• "If the shouting continues, I will need to get a supervisor."
• "Your health request still needs the correct process."

Keep the healthcare route clear

Setting a behaviour limit does not remove any clinical risks. If the caller mentions urgent symptoms, medication concerns, safeguarding issues or a mental health crisis, those risks must still be escalated even if behaviour is difficult.

Where local policy allows ending calls because of abuse, staff must follow the next steps: record the incident, alert the right people, assess whether clinical risk remains, and ensure the patient can access care safely.

Use support early

Limits are easier to maintain with colleagues nearby. In cases of persistent behaviour, disputes about process, or combined risk and conduct concerns, involve a supervisor, senior receptionist, duty clinician or manager.

Staff Safety

Setting a behaviour limit should not close the healthcare route unless local safety policy requires ending the contact.