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[Blog](https://info.onedoc.ch/en/blog/ "Go to Blog.") [All specialties](https://info.onedoc.ch/en/blog/all-specialties/ "Go to the All specialties Category archives.") How to communicate with aggressive patients # How to communicate with aggressive patients Last updated on 17/11/2025 [All specialties](https://info.onedoc.ch/en/blog/all-specialties/)  Managing aggressive patients is an increasingly common challenge for healthcare professionals. That’s why it’s important to know how to __defuse the situation quickly and protect everyone__. Discover 6 proven methods in this article. ## Why can patients be aggressive? Triggers are often multiple and cumulative. Knowing them helps you adapt your response and prevent escalation. - __Unrelieved pain__: Pain is often a major trigger of aggressive behaviour. The patient channels their pain into anger and becomes aggressive. - __Feeling misunderstood__: Frustration from feeling misunderstood or not sufficiently cared for can build up and turn into aggression. - __Fear, uncertainty, loss of control__: A stay in hospital or a medical facility is frightening for many people. Unclear diagnoses, not knowing what the treatments involve, or a sense of losing control all contribute to __emotional stress__. - __Confusion/disorientation__: Older patients or those with cognitive disorders such as dementia may be confused, not understand why certain interventions are necessary, or feel threatened. - __Psychiatric disorders:__ Severe anxiety, psychosis, PTSD, and substance intoxication or withdrawal can also be vectors of aggression. - __Conflicts over rules and expectations__: If a patient perceives boundaries as unfair, is not treated quickly enough for their liking, or cannot access personal items like a phone, this can also lead to aggression. In practice, the __rise in violence__ often follows a __progressive process__: - __Everyday tensions → disruption of the unit → crisis.__ Spotting the signs early, understanding them, and offering time to talk with the patient can prevent many escalations. ## The 5 types of aggressive patients and how to recognize them - __Agitated__: paces up and down, clenches fists, talks to themselves. *Objective*: establish contact, offer simple solutions, and defer what can be deferred. - __Disruptive__: shouts, disturbs others. *Objective*: emotion-focused interventions (validate, rephrase), offer choices. - __Destructive__: throws/breaks objects. *Objective*: get others to safety, give clear instructions, make a strategic retreat, and call for help. - __Dangerous__: violence directed at others/self. *Objective*: firm request, announce consequences, intervene with several people. :content - __Lethal__: weapon, severe threat. *Objective*: gain time, limit space, alert security/police.  #### OneDoc Pro features that will help you take time with your patients | | | |-------------------------------------------------------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------------------------------------------| |  [Online appointments](https://info.onedoc.ch/en/hub/online-booking/) |  [SMS reminders](https://info.onedoc.ch/en/hub/sms-reminders/) | |  [Confirmation email](https://info.onedoc.ch/en/hub/confirmation-email/) |  [Billing](https://info.onedoc.ch/en/invoice/) | [Get a demo](https://info.onedoc.ch) ## Our 6 effective tips to help you handle a crisis situation with a patient ### 1. Set a safety perimeter before speaking Position yourself at __~2 m, body at a three-quarter angle, hands visible, calm tone__. Keep the door accessible for you *and* the patient, remove potentially dangerous objects from your pockets, and ensure support is nearby (alarm button, colleague informed). These micro-adjustments reduce the perceived threat and allow you to __anticipate a retreat__ if necessary. ### 2. Acknowledge and propose a calming appointment When time is short, say __what you can do and when.__ __Example__: “I hear you. I’ll be back in 10 minutes to discuss and find a solution.” __Explicitly scheduling a short slot__, then keeping your promise, reduces tension and avoids theatrics in the waiting room or corridor. ### 3. Validate the emotion and clarify with brief questions Use short sentences that __name the emotion:__ __Example__: “I can see you’re very angry”), then __validate the emotion:__ __Example__: “It’s legitimate to be upset when…”) and finally __clarify it:__ __Example__: “What would help you first: reviewing the pain or calling someone close?” __Active listening, validation, and emotional regulation__ can de-escalate many situations. ### 4. Offer constrained choices __Constrained choices are options that are acceptable to you__. You can offer 2 to 3 to the aggressive patient. __Example__: “Let’s sit here where it’s quiet.” “I’ll come back with the doctor—what do you prefer?” Limited choices reduce aggression because you are, at least in part, moving in the patient’s direction. __This helps decrease opposition and sets the first step toward a resolution__. ### 5. Set boundaries without confrontation State limits and consequences using neutral language and “I” statements. __Example:__ “I want to help you and I can’t do that if you’re shouting.” __Negotiate what’s possible; don’t promise the impossible__, and remind them of avenues for recourse if needed. This combination can help calm the patient’s aggression. ### 6. Create a calming bubble When direct exchange fuels escalation, propose a __calming break in a quiet space__ (room, dedicated area), reduce stimulation, and agree on a time to resume. __Example__: “Let’s take a 5-minute break, I’ll be back at 14:30.” You can also offer the patient __various techniques to calm down__: guided breathing, sitting down, drinking water. __ What if, despite these tips, the situation worsens with an aggressive patient?__ - __Don’t stay alone__: Inform a colleague/security officer. - __Protect third parties:__ Facilitate a retreat away from the problematic person if necessary. __If the situation deteriorates too much and becomes dangerous or lethal__: gain time, limit the space, and call security or the police in accordance with protocols. ## Important: Behaviours to avoid when dealing with an aggressive patient To prevent the situation from escalating, here are some best practices you can apply. - __Engaging in a verbal competition__ (“being right”), making threats, or promising the impossible. - __Invading the aggressive person’s personal space,__ making abrupt gestures, unnecessary physical contact. - __Ignoring__ a request from the aggressive patient. In any case, __after the incident,__ we recommend always holding a __debriefing__ with the team and the patient. This helps lay out the situation for everyone, prevent recurrence, and protect everyone’s mental health.  [Speak with our experts and discover how OneDoc helps you spend more time with your patients](https://info.onedoc.ch/en/discover-onedoc-pro/) ## Sources [HAS: Tool for improving practice: *Strategies for defusing situations at risk of violence*](https://www.has-sante.fr/upload/docs/application/pdf/2016-10/outil_05_desamorcage.pdf) [HUG: *What to do when facing violence?*](https://www.hug.ch/sites/interhug/files/structures/direction_des_soins/documents/rsvp-drmp_principes_generaux.pdf) [NICE guideline: *Violence and aggression: short-term management in mental health, health and community settings*](https://www.nice.org.uk/guidance/ng10) [Price O, Baker J. Key components of de-escalation techniques: a thematic synthesis. Int J Ment Health Nurs. 2012 Aug;21(4):310-9. doi: 10.1111/j.1447-0349.2011.00793.x. Epub 2012 Feb 16. PMID: 22340073.](https://pubmed.ncbi.nlm.nih.gov/22340073/) [Richmond JS, Berlin JS, Fishkind AB, Holloman GH Jr, Zeller SL, Wilson MP, Rifai MA, Ng AT. Verbal De-escalation of the Agitated Patient: Consensus Statement of the American Association for Emergency Psychiatry Project BETA De-escalation Workgroup. West J Emerg Med. 2012 Feb;13(1):17-25. doi: 10.5811/westjem.2011.9.6864. PMID: 22461917; PMCID: PMC3298202.](https://pmc.ncbi.nlm.nih.gov/articles/PMC3298202/) [](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Finfo.onedoc.ch%2Fen%2Fblog%2Fall-specialties%2Faggressive-patients%2F "Share on Facebook")[](https://x.com/intent/post?url=https%3A%2F%2Finfo.onedoc.ch%2Fen%2Fblog%2Fall-specialties%2Faggressive-patients%2F "Share on X")[](https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Finfo.onedoc.ch%2Fen%2Fblog%2Fall-specialties%2Faggressive-patients%2F "Share on LinkedIn") ### On the same topic [](https://info.onedoc.ch/en/blog/all-specialties/responding-to-negative-patient-reviews/ "5 tips for responding to negative patient reviews") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [5 tips for responding to negative patient reviews](https://info.onedoc.ch/en/blog/all-specialties/responding-to-negative-patient-reviews/ "5 tips for responding to negative patient reviews") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/responding-to-negative-patient-reviews/) [](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/ "Improving patient communication in Swiss hospitals: 7 key strategies") - [Hospital](https://info.onedoc.ch/en/blog/hospital/) ##### [Improving patient communication in Swiss hospitals: 7 key strategies](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/ "Improving patient communication in Swiss hospitals: 7 key strategies") [Read the article](https://info.onedoc.ch/en/blog/hospital/improving-patient-communication-in-swiss-hospitals-7-key-strategies/) [](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/ "The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer") - [All specialties](https://info.onedoc.ch/en/blog/all-specialties/) ##### [The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/ "The Impact of Vacation on Patient Health: How to Resume Follow-Ups After Summer") [Read the article](https://info.onedoc.ch/en/blog/all-specialties/the-impact-of-vacation-on-patient-health-how-to-resume-follow-ups-after-summer/) [](https://info.onedoc.ch/en/blog/all-specialties/how-can-you-communicate-effectively-with-patients-5-tools-that-can-help-you-in-your-daily-work/ "How can you communicate effectively with patients? 5 tools that can help you in your daily work") - 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[Screen sharing](https://info.onedoc.ch/en/visio/screen-sharing/) - [Professional background for teleconsultation](https://info.onedoc.ch/en/visio/background-teleconsultation/) - [Audio and Video settings](https://info.onedoc.ch/en/visio/audio-video-setting/) ##### Use case - [Create and manage your invoices with OneDoc Invoice](https://info.onedoc.ch/en/needs/create-compliant-invoices/) - [Retain your patients with a smooth and convenient digital experience](https://info.onedoc.ch/en/needs/retain-your-patients/) - [Increase the visibility of your practice](https://info.onedoc.ch/en/needs/increase-visibility/) - [Get more new patients](https://info.onedoc.ch/en/needs/get-new-patients/) - [Manage care protocols easily](https://info.onedoc.ch/en/needs/manage-care-protocols/) - [Keep your patients within your network](https://info.onedoc.ch/en/needs/keep-patients-network/) - [Easily refer your patients to specialists in your network](https://info.onedoc.ch/en/needs/refer-your-patients/) - [Receive qualified referrals from trusted colleagues](https://info.onedoc.ch/en/needs/receive-qualified-referrals/) - [Limit the number of no-shows](https://info.onedoc.ch/en/needs/reduce-no-shows/) - [Handle more patient requests](https://info.onedoc.ch/en/needs/handle-more-patient-requests/) - [Reduce the number of incoming calls](https://info.onedoc.ch/en/needs/reduce-incoming-calls/) - [Stay connected with your patients](https://info.onedoc.ch/en/needs/stay-connected-with-patients/) - [Automate the follow-up of your existing patients](https://info.onedoc.ch/en/needs/automate-follow-up-existing-patients/) ##### Our solutions by specialty - [General practitioner](https://info.onedoc.ch/en/specialty/general-practitioner/) - [Specialist](https://info.onedoc.ch/en/specialty/specialist/) - [Dentist](https://info.onedoc.ch/en/specialty/dentist/) - [Dental hygienist](https://info.onedoc.ch/en/specialty/dental-hygienist/) - [Physiotherapist](https://info.onedoc.ch/en/specialty/physiotherapist/) - 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And how?](https://info.onedoc.ch/en/blog/all-specialties/ai-medical-practitioners/) - [3 methods to effectively prioritize tasks in your medical practice](https://info.onedoc.ch/en/blog/all-specialties/prioritizing-tasks-medical-practice/) - [Teledentistry in Switzerland: in which cases is it truly useful for your practice?](https://info.onedoc.ch/en/blog/dentists/teledentistry-switzerland/) - [No-shows in pediatrics: strategies and measures applicable to pediatric practices in Switzerland](https://info.onedoc.ch/en/blog/pediatricians/no-shows-pediatrics-strategies/) - [Fake news in paediatrics – Prevention between self-diagnosis and medical advice](https://info.onedoc.ch/en/blog/pediatricians/fake-news-in-paediatrics/) - [Shortage of paediatricians in Switzerland: strategies for paediatricians facing growing patient demand](https://info.onedoc.ch/en/blog/pediatricians/shortage-paediatricians-switzerland/) - [How to design a waiting room in a medical practice?](https://info.onedoc.ch/en/blog/all-specialties/waiting-room-medical-practice/) - [How to manage emergencies in your dermatology practice and keep your schedule under control](https://info.onedoc.ch/en/blog/dermatologists/manage-dermatology-emergencies/) © 2026 OneDoc SA - Made with  in Switzerland Close