Eric is a GP and a Senior Lecturer in the School of Medical and Health Sciences at ECU. He is involved in teaching medical students, doctors and other health professionals in the areas of alcohol and other drugs, viral hepatitis, breast cancer and medico-legal topics.
Aggressive behaviour is commonly encountered in the general practice setting and can often be de-escalated using good communication skills. Aggressive behaviour usually occurs when a person feels unfairly treated. Having a systematic approach to the problem can improve safety for both staff and patients. This includes patient centred practice, identifying and managing the early signs of aggression to prevent escalation, having a plan to seek assistance if required, setting limits using a calm respectful manner and reinforcing limits using behaviour contracts when required.
This video provides an overview of the topic and some strategies to reduce and manage early aggression in the general practice environment.
Sim, M., Wain, T., & Khong, E. (2011). Aggressive behaviour - Prevention and management in the general practice environment. Australian Family Physician; 40 (11): 866-872