How to Deal with Aggressive Patients

A person’s behaviour may class as ‘aggressive’ if they put themselves or others at risk. Patients who act in such a way might do so for a number of reasons; like being frustrated or having dementia.

For healthcare sector businesses, it’s important for your staff to know how to deal with a patient with aggressive behaviour. Following the right steps ensures your carers are protected at work – safeguarding them, as well as your staff.

In this guide, we’ll look at why patients act aggressively, and how to protect your healthcare workers when faced with inappropriate situations.

Why do patients act aggressively?

There are several reasons why patients act aggressively towards care sector workers. They could be frustrated with hospital waiting times; or feel dissatisfied with a doctor’s diagnosis.

Some of the most common reasons why patients (and their families) act aggressively include:

• Feeling unwell or are in pain.
• Feeling anxious, distressed, or fearful.
• Under the influence of alcohol, drugs, or other substances.
• Have communication difficulties or language barriers.
• Have unrealistic expectations of their care system.
• Received poor care experiences in the past.

Whilst trying to deal with their issue, patients may feel unheard or misunderstood – resulting in frustration and anger. Unfortunately, healthcare staff are left facing the brunt of these feelings. They often face verbal abuse, threats, and physical violence (personally or on property).

How to deal with aggressive patients in your workplace

All healthcare providers should have procedures that help deal with difficult patients. Employers must teach and train their carers to deescalate issues before they reach critical points – without facing any harm to themselves.

By spotting the signs, you’ll be able to protect your staff, other patient, and even surrounding people from aggressive or violent incidents. Let’s take a look at how to handle an aggressive patient in your workplace:

Identify the cause of the problem

The first step you should take is identifying the aggression. Patients will usually show disorderly behaviour due to personal or environmental problems.

For example, a patient’s husband may lash out against hospital receptionists due to the long wait time. Carers should diffuse this situation by explaining the cause to the delay, as well as help those who are struggling with waiting. For example, handing out snacks and drinks.

Other times, signs of aggression in patients come from a lack of understanding or control over their environment. For example, a patient may feel anxious being in crowded places. Here, their carer should avoid such places or implement coping mechanisms should they need to go there again.

Document the incident

When an aggressive or violent incident has happened, carers should document it in writing. It doesn’t matter if it seems small or has occurred before, they should report it to their direct manager as soon as possible.

Ask the carer for as much information as possible regarding the situation. They may try to pass it off as a normal occurrence or are too worried to share details. Here, employers should ensure staff that their welfare is just as important and shouldn’t be disregarded.

It’s important for your staff to feel confident in reporting uncomfortable or inappropriate situations during work. Explain that they can express it in private, without any fear of reprimand or consequences to their job.

Avoid direct confrontation

It’s far too common for healthcare workers to face aggressive patients in their workplace. Despite that, ensure direct confrontation or retaliation is always avoided. This usually ends up worsening the situation.

Carers should avoid restraining an aggressive patient unless you believe their behaviour may put you, them, or others at risk. (However, this type of patient must be someone who lacks the mental ability or capability to make decisions for themselves).

In some healthcare businesses, it’s reasonable to ban people from returning due to their behaviour. Make sure you outline this in your aggressive person policy. Your document may include banning, fines, and even prosecution in some situations. You can even choose to hire security assistance for your business premises.

Request respite care

If a patient is proving too much for carers to deal with, they should request respite for them. The local council can arrange this after the carer’s assessment has been completed.

Carers may also benefit from taking a break from the patient or job itself. This might seem like a loss of a day’s work. However, taking breaks can encourage better morale, wellbeing, and drive.

In some cases, you might face patients with mental health issues who are difficult to deal with. Here, it’s advisable to seek out professional help. For example, ask a GP about advice or medication for aggression in dementia patients.

How do you deal with sexually inappropriate behaviour from patients

Unfortunately, it’s far too common for healthcare workers to face sexually inappropriate behaviour from patients. This is often seen in patients with mental health or neurological problems, like dementia. Common sexual behaviour they show includes:

• Making inappropriate sexual comments.
• Touching people without permission.
• Touching themselves inappropriately.
• Undressing in public.

Healthcare workers might not be able to stop inappropriate behaviour when it happens. However, they need to follow the appropriate steps afterwards. For example, staying calm, avoid confronting, and reporting it.

It’s also important to understand why the patient acts this way; especially if they don’t have full mental control over their actions. If the behaviour continues, carers may seek advice from social services or their GP.

Get expert advice on aggressive patient management with Peninsula

When it comes to the management of aggressive patients, employers must do their best to protect their staff. Through safe working conditions, you’ll be able to present the best care service that represents your business.

Peninsula provides expert advice on managing aggressive patients. We offer 24-hour H&S advice – ensuring your carers work in the safest manner possible. 

Want to find out more? Contact us on 0800 028 2420 and book a free consultation with one of our Health and Safety consultants today.