Welcome

UK GP receptionists, care navigators, call handlers and frontline admin staff can encounter angry, intimidating, abusive or violent behaviour at reception desks, in waiting areas, on the phone or at practice entrances.

Aggression and violence are safety risks. Staff need practical skills to reduce immediate danger where it is safe to do so, set clear boundaries, protect bystanders, call for help and record incidents accurately.

Core safety skills

• Recognising signs of aggression, intimidation and situations that may escalate to violence.
• Using calm language, managing personal space and applying behaviour limits safely.
• Protecting colleagues, patients and others in the area.
• Reporting incidents, supporting affected staff and identifying patterns to reduce future risk.

Local violence and abuse policy

UK workplace context