Recording, reporting and supporting staff

After an episode of aggression or violence, clear records protect staff, maintain continuity of care and reveal repeated risks. Staff will also need practical and emotional support following frightening or abusive incidents.

Good incident records

Records should describe events factually, avoiding exaggeration or minimisation. Include direct quotes when helpful, observed behaviour, time, location, people present, the level of risk, actions taken and who was informed.

Reporting is not about blaming staff. It lets the practice identify patterns, review the physical environment, consider changes to contact arrangements, support affected staff and meet health and safety duties.

Support after incidents

• Immediate check: is anyone injured, upset or still at risk?
• Debrief: review what happened, what helped and what support the person needs.
• Record: enter details in the patient record, the incident system or both, according to local policy.
• Learning: identify any system change that would reduce the chance of recurrence.

Include the staff impact

Incident records should state how staff were affected: whether they were threatened, had to leave the desk, missed breaks, needed support, or felt unable to continue tasks safely. This helps managers understand the cumulative effect of repeated incidents.

Report near misses too

Near misses show how a situation almost became harmful - for example, a door nearly blocked, an alarm not heard, or a staff member left alone. Recording these allows the practice to improve controls before injury occurs.

Staff support after aggression is part of safe practice, not an optional kindness.

Record location