Many of us come across patients that complain or are behave aggressively. There is usually an underlying reason for this behaviour.

This training will give you the knowledge and skills in how to handle complaints and aggressive behaviour.

Target Audience

Admin and Clerical Team

The session will cover

  • Identify why a patient becomes aggressive
  • Your role in an aggressive situation
  • Demonstrate ways of dealing with the aggressive beahviour
  • Types of complaints and how can patients make a complaint
  • How to prevent a complaint from escalating
  • How to handle a patient complaint