Approach to aggressive patients

Dealing with angry/aggressive patients.

Is there any difference between anger and aggression?
- Anger is an emotion
- Aggression is a behaviour

What is your approach to angry patient?
- I adopt the RACGP check program approach, using the acronym LASSIE which stands for:

- L : listen
- A: Acknowledge, agree and apologise. It doesn't mean you need to agree with the other person but simply saying I am sorry that has happened to you may help to diffuse the situation
- S: separate. Bring the person to a quiet area
- S: Sit down. Aggression is more difficult in a sitting position
- I: indicate options. Provide options for patient to choose
- E: Encourage choice. Get the patient to choose what is available. Give him/her the feeling that they are in control

How would you follow up the patient?

- Patients often react very differently to GPs and receptionists but GPs can't function without the help with receptionist and other staff members. It is important that we protect them and discourage bad behaviour
- The issue needs to be brought up with the patient at the next appointment, re-stating the fact that this sort of behaviour is not acceptable and if it happens again, we may terminate the patient and doctor relationship. (From the check program, there is a behaviour contract template for GPs to use)

References:
check program