Reading List

A curated Reading List to support and extend learning from De-escalation Skills for GP Receptionists and Care Navigators.

These sources provide practical guidance on preventing violence, keeping staff safe, and improving patient communication and access. For live incidents, follow your local staff safety procedures.

1. Violence Prevention and Staff Safety

• NHS England - Violence prevention and reduction standard
  NHS guidance on preventing and reducing violence and abuse against staff, including reporting, leadership, staff involvement and post-incident 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 and employer responsibilities. Useful for prevention, reporting and risk assessment duties.
  https://www.hse.gov.uk/violence/

2. GP Access and Communication

• NHS England - You and your general practice
  Patient-facing guidance on contacting GP practices and understanding next steps. Helps reduce misunderstandings about access routes and practice processes.
  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 covering communication, training, safety and continuity in general practice access systems.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

• NHS - Appointments and bookings at your GP surgery
  Patient information on contacting GP surgeries, urgent appointment routes and how bookings work. Useful background for access-related tensions.
  https://www.nhs.uk/nhs-services/gps/gp-appointments-and-bookings/

3. Distress and Urgent Routes

• NHS - Where to get urgent help for mental health
  Information on urgent mental health help when distress includes immediate risk to self or others.
  https://www.nhs.uk/nhs-services/mental-health-services/where-to-get-urgent-help-for-mental-health/

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

Consult these sources alongside your local policies on staff safety, incident reporting, access and unacceptable behaviour.