Threats, hate abuse and physical violence

Some behaviour requires immediate safety action rather than de-escalation. Threats, hate abuse, sexual harassment and physical violence must not be treated as normal parts of reception work.

When the threshold changes

A person may have a healthcare need but staff should not tolerate threats or violence to meet it. The practice needs clear procedures that protect staff while separately assessing any urgent clinical risk.

Hate abuse and discriminatory conduct also demand action. Racist, sexist, homophobic, transphobic, disability-related or religious abuse can harm staff and patients and may signal a wider safety concern.

Get help when there is

• A threat: harm to staff, patients, self or property.
• Physical action: pushing, throwing, grabbing, hitting or damaging property.
• Harassment: sexual comments, stalking, repeated targeting or intimidation.
• Discriminatory abuse: hate-based language or behaviour that continues or feels unsafe.

Do not minimise targeted abuse

Discriminatory abuse can have lasting effects on staff and on patients who witness it. It should not be written off as "just words" or excused because the person appears upset. Staff must know hate-related comments, sexual harassment and threats are reportable and that support is available.

Act before normalising

Allowing repeated threats or discriminatory abuse without response makes such behaviour feel normal. Clear reporting routes and visible managerial action show staff and patients the practice takes safety seriously.

Threats and violence need a safety response, not just better communication.

Emergency routes