{"id":13364,"date":"2025-06-26T09:21:29","date_gmt":"2025-06-26T07:21:29","guid":{"rendered":"https:\/\/info.1doc.ch\/comment-communiquer-avec-des-patients-agressifs-strategies-pour-les-professionnels-de-sante\/"},"modified":"2025-11-17T12:50:06","modified_gmt":"2025-11-17T10:50:06","slug":"aggressive-patients","status":"publish","type":"post","link":"https:\/\/info.onedoc.ch\/en\/blog\/all-specialties\/aggressive-patients\/","title":{"rendered":"How to communicate with aggressive patients"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row gap=&#8221;10&#8243; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<p>Managing aggressive patients is an increasingly common challenge for healthcare professionals. That\u2019s why it\u2019s important to know how to <strong>defuse the situation quickly and protect everyone<\/strong>. Discover 6 proven methods in this article.<\/p>\n<p>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1760001306919\" ><h2 class=\"separator_off\" >Why can patients be aggressive?<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1760001316069{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]Triggers are often multiple and cumulative. Knowing them helps you adapt your response and prevent escalation.<\/p>\n<ul>\n<li><strong>Unrelieved pain<\/strong>: Pain is often a major trigger of aggressive behaviour. The patient channels their pain into anger and becomes aggressive.<\/li>\n<li><strong>Feeling misunderstood<\/strong>: Frustration from feeling misunderstood or not sufficiently cared for can build up and turn into aggression.<\/li>\n<li><strong>Fear, uncertainty, loss of control<\/strong>: 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 <strong>emotional stress<\/strong>.<\/li>\n<li><strong>Confusion\/disorientation<\/strong>: Older patients or those with cognitive disorders such as dementia may be confused, not understand why certain interventions are necessary, or feel threatened.<\/li>\n<li><strong>Psychiatric disorders:<\/strong> Severe anxiety, psychosis, PTSD, and substance intoxication or withdrawal can also be vectors of aggression.<\/li>\n<li><strong>Conflicts over rules and expectations<\/strong>: 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.<\/li>\n<\/ul>\n<p>In practice, the <strong>rise in violence<\/strong> often follows a <strong>progressive process<\/strong>:<\/p>\n<ul>\n<li><strong>Everyday tensions \u2192 disruption of the unit \u2192 crisis.<\/strong><\/li>\n<\/ul>\n<p>Spotting the signs early, understanding them, and offering time to talk with the patient can prevent many escalations.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1760001336986\" ><h2 class=\"separator_off\" >The 5 types of aggressive patients and how to recognize them<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1760086662084{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]<\/p>\n<ul>\n<li><strong>Agitated<\/strong>: paces up and down, clenches fists, talks to themselves.<\/li>\n<\/ul>\n<p><em>Objective<\/em>: establish contact, offer simple solutions, and defer what can be deferred.<\/p>\n<ul>\n<li><strong>Disruptive<\/strong>: shouts, disturbs others.<\/li>\n<\/ul>\n<p><em>Objective<\/em>: emotion-focused interventions (validate, rephrase), offer choices.<\/p>\n<ul>\n<li><strong>Destructive<\/strong>: throws\/breaks objects.<\/li>\n<\/ul>\n<p><em>Objective<\/em>: get others to safety, give clear instructions, make a strategic retreat, and call for help.<\/p>\n<ul>\n<li><strong>Dangerous<\/strong>: violence directed at others\/self.<\/li>\n<\/ul>\n<p><em>Objective<\/em>: firm request, announce consequences, intervene with several people. :content<\/p>\n<ul>\n<li><strong>Lethal<\/strong>: weapon, severe threat.<\/li>\n<\/ul>\n<p><em>Objective<\/em>: gain time, limit space, alert security\/police.[\/vc_column_text][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; kd_background_overlay=&#8221;true&#8221; css=&#8221;.vc_custom_1757663803556{margin-top: 50px !important;margin-bottom: 50px !important;padding-top: 30px !important;padding-bottom: 30px !important;border-radius: 10px !important;}&#8221;][vc_column_inner width=&#8221;1\/3&#8243; offset=&#8221;vc_hidden-xs&#8221;][vc_single_image image=&#8221;15617&#8243; img_size=&#8221;&#8221; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title   \" ><h4 class=\"separator_off\" >OneDoc Pro features that will help you take time with your patients<\/h4><\/header>[vc_column_text css=&#8221;&#8221;]<\/p>\n<table style=\"width: 100%; border: none;\">\n<tbody style=\"border: none;\">\n<tr style=\"border: none;\">\n<td style=\"border: none;\">\u2705 <a href=\"https:\/\/info.onedoc.ch\/en\/hub\/online-booking\/\">Online appointments<\/a><\/td>\n<td style=\"border: none;\">\u2705 <a href=\"https:\/\/info.onedoc.ch\/en\/hub\/sms-reminders\/\">SMS reminders<\/a><\/td>\n<\/tr>\n<tr style=\"border: none;\">\n<td style=\"border: none;\">\u2705 <a href=\"https:\/\/info.onedoc.ch\/en\/hub\/confirmation-email\/\">Confirmation email<\/a><\/td>\n<td style=\"border: none;\">\u2705 <a href=\"https:\/\/info.onedoc.ch\/en\/invoice\/\">Billing<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text]<a  href=\"\"    class=\"tt_button tt_primary_button btn_primary_color hover_solid_secondary btn-align-left button-action-link    popmake-18722\" ><span class=\"prim_text\">Get a demo<\/span><\/a>[\/vc_column_inner][\/vc_row_inner]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1760001376051\" ><h2 class=\"separator_off\" >Our 6 effective tips to help you handle a crisis situation with a patient<\/h2><\/header><header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1759852049711\" ><h3 class=\"separator_off\" >1. Set a safety perimeter before speaking<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1760002603887{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]Position yourself at <strong>~2 m, body at a three-quarter angle, hands visible, calm tone<\/strong>. Keep the door accessible for you <em>and<\/em> 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 <strong>anticipate a retreat<\/strong> if necessary.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1759852157593\" ><h3 class=\"separator_off\" >2. Acknowledge and propose a calming appointment<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1759930926851{margin-bottom: 50px !important;}&#8221;]<\/p>\n<p>When time is short, say <strong>what you can do and when<\/strong><em>.<\/em><\/p>\n<p><strong>Example<\/strong>: \u201cI hear you. I\u2019ll be back in 10 minutes to discuss and find a solution.\u201d<\/p>\n<p><strong>Explicitly scheduling a short slot<\/strong>, then keeping your promise, reduces tension and avoids theatrics in the waiting room or corridor.<\/p>\n<p>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1759852169711\" ><h3 class=\"separator_off\" >3. Validate the emotion and clarify with brief questions<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1759931600342{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]Use short sentences that <strong>name the emotion:<\/strong><\/p>\n<p><strong>Example<\/strong>: \u201cI can see you\u2019re very angry\u201d),<\/p>\n<p>then <strong>validate the emotion:<\/strong><\/p>\n<p><strong>Example<\/strong>: \u201cIt\u2019s legitimate to be upset when\u2026\u201d)<\/p>\n<p>and finally <strong>clarify it:<\/strong><\/p>\n<p><strong>Example<\/strong>: \u201cWhat would help you first: reviewing the pain or calling someone close?\u201d<\/p>\n<p><strong>Active listening, validation, and emotional regulation<\/strong> can de-escalate many situations.<\/p>\n<p>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title  btf-q  vc_custom_1759852443932\" ><h3 class=\"separator_off\" >4. Offer constrained choices<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1759931661522{margin-bottom: 50px !important;}&#8221; el_class=&#8221;btf-a&#8221;]<strong>Constrained choices are options that are acceptable to you<\/strong>. You can offer 2 to 3 to the aggressive patient.<\/p>\n<p><strong>Example<\/strong>: \u201cLet\u2019s sit here where it\u2019s quiet.\u201d \u201cI\u2019ll come back with the doctor\u2014what do you prefer?\u201d<\/p>\n<p>Limited choices reduce aggression because you are, at least in part, moving in the patient\u2019s direction. <strong>This helps decrease opposition and sets the first step toward a resolution<\/strong>.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1759852633112\" ><h3 class=\"separator_off\" >5. Set boundaries without confrontation<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1759931693324{margin-bottom: 50px !important;}&#8221;]State limits and consequences using neutral language and \u201cI\u201d statements.<\/p>\n<p><strong>Example:<\/strong> \u201cI want to help you and I can\u2019t do that if you\u2019re shouting.\u201d<\/p>\n<p><strong>Negotiate what\u2019s possible; don\u2019t promise the impossible<\/strong>, and remind them of avenues for recourse if needed. This combination can help calm the patient\u2019s aggression.[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1760001393653\" ><h3 class=\"separator_off\" >6. Create a calming bubble<\/h3><\/header>[vc_column_text css=&#8221;.vc_custom_1759931160021{margin-bottom: 50px !important;}&#8221;]<\/p>\n<p>When direct exchange fuels escalation, propose a <strong>calming break in a quiet space<\/strong> (room, dedicated area), reduce stimulation, and agree on a time to resume.<\/p>\n<p><strong>Example<\/strong>: \u201cLet\u2019s take a 5-minute break, I\u2019ll be back at <time>14:30<\/time>.\u201d<\/p>\n<p>You can also offer the patient <strong>various techniques to calm down<\/strong>: guided breathing, sitting down, drinking water.<\/p>\n<p>[\/vc_column_text][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; kd_background_overlay=&#8221;true&#8221; css=&#8221;.vc_custom_1757663803556{margin-top: 50px !important;margin-bottom: 50px !important;padding-top: 30px !important;padding-bottom: 30px !important;border-radius: 10px !important;}&#8221;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<strong>\ud83d\udca1 What if, despite these tips, the situation worsens with an aggressive patient?<\/strong><\/p>\n<ul>\n<li><strong>Don\u2019t stay alone<\/strong>: Inform a colleague\/security officer.<\/li>\n<li><strong>Protect third parties:<\/strong> Facilitate a retreat away from the problematic person if necessary.<\/li>\n<\/ul>\n<p><strong>If the situation deteriorates too much and becomes dangerous or lethal<\/strong>: gain time, limit the space, and call security or the police in accordance with protocols.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1760001431935\" ><h2 class=\"separator_off\" >Important: Behaviours to avoid when dealing with an aggressive patient<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1760002556187{margin-bottom: 50px !important;}&#8221;]<\/p>\n<p data-pm-slice=\"1 1 []\">To prevent the situation from escalating, here are some best practices you can apply.<\/p>\n<ul>\n<li><strong>Engaging in a verbal competition<\/strong> (\u201cbeing right\u201d), making threats, or promising the impossible.<\/li>\n<li><strong>Invading the aggressive person\u2019s personal space,<\/strong> making abrupt gestures, unnecessary physical contact.<\/li>\n<li><strong>Ignoring<\/strong> a request from the aggressive patient.<\/li>\n<\/ul>\n<p>In any case, <strong>after the incident,<\/strong> we recommend always holding a <strong>debriefing<\/strong> with the team and the patient. This helps lay out the situation for everyone, prevent recurrence, and protect everyone\u2019s mental health.<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1763376555454{margin-top: 50px !important;margin-bottom: 50px !important;}&#8221; el_class=&#8221;popmake-18722&#8243;]<\/p>\n<p style=\"text-align: center; font-size: 25px;\">\ud83d\udc49 <a href=\"https:\/\/info.onedoc.ch\/fr\/decouvrir-onedoc-pro\/\">Speak with our experts and discover how OneDoc helps you spend more time with your patients<\/a><\/p>\n<p>[\/vc_column_text]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title    vc_custom_1759929257708\" ><h2 class=\"separator_off\" >Sources<\/h2><\/header>[vc_column_text css=&#8221;.vc_custom_1760086583820{margin-bottom: 50px !important;}&#8221;]<a href=\"https:\/\/www.has-sante.fr\/upload\/docs\/application\/pdf\/2016-10\/outil_05_desamorcage.pdf\">HAS: Tool for improving practice: <em>Strategies for defusing situations at risk of violence<\/em><\/a><\/p>\n<p><a href=\"https:\/\/www.hug.ch\/sites\/interhug\/files\/structures\/direction_des_soins\/documents\/rsvp-drmp_principes_generaux.pdf\">HUG: <em>What to do when facing violence?<\/em><\/a><\/p>\n<p><a href=\"https:\/\/www.nice.org.uk\/guidance\/ng10\">NICE guideline: <em>Violence and aggression: short-term management in mental health, health and community settings<\/em><\/a><\/p>\n<p><a href=\"https:\/\/pubmed.ncbi.nlm.nih.gov\/22340073\/\">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.<\/a><\/p>\n<p><a href=\"https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC3298202\/\">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.<\/a>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row gap=&#8221;10&#8243; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column][vc_column_text css=&#8221;&#8221;] Managing aggressive patients is an increasingly common challenge [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":13360,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[231],"tags":[349],"class_list":["post-13364","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-all-specialties","tag-patient-communication"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to communicate with an aggressive patient: Do&#039;s and Dont&#039;s<\/title>\n<meta name=\"description\" content=\"Patients may tend to behave aggressively for a variety of reasons. Learn how to manage the situation in your practice.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/info.onedoc.ch\/en\/blog\/all-specialties\/aggressive-patients\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to communicate with an aggressive patient: Do&#039;s and Dont&#039;s\" \/>\n<meta property=\"og:description\" content=\"Patients may tend to behave aggressively for a variety of reasons. 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