Has Aggression towards Reception and Healthcare Staff become Routine?

Research studies across 5 countries including the UK, show that Aggression towards GP receptionists is a ‘frequent and routine’ occurrence.

Fact sheets covering the period 2010 to 2018 recorded an increase in reported incidents of aggression from 6 per 10,000 staff to 10+ per 10,000 staff.

How much more would these figures have increased by if staff felt more empowered to report ALL incidents of aggression and violence towards or around them!

Action by regulatory bodies must be taken now to break the perception that violence is tolerated and will not be reported to the police.

Organisations and companies must update and publish their programmes supported by policies, highlighting an effective approach to eliminating, reducing and controlling the risks from violence and aggression.

Aggression should ‘never’ be seen, reviewed and discussed as being routine, and therefore an acceptable behaviour in any workplace!

You can read the full article here – https://bit.ly/43h9yKs

Issues Like This have a Major Impact on Staff Morale which in turn Lead to Poor Performance in the Workplace

The lack of recognition of aggressive and violent behaviours to staff ruin innocent people’s lives, causing unnecessary stress and waste of lost time through sickness absence and unplanned financial costs through having to employ temporary staff cover.

And all of the above can be avoided if:

  1. Proper training is provide.
  2. Correct and up to date policies and procedures are in place.
  3. Initial investigations are carried out by people who understand the HSE definitions related to workplace violence and aggression.

We have been involved in cases where staff have not been made aware of the duty of care they have to themselves and others to report incidents.

In one case staff were being physical assaulted and believed they had to just stand there and accept the violent behaviour towards them.

We’ve provided support for people we’ve trained who also work in the healthcare, care and local government.

This is because we actively offer support to anyone we train.

Oh, and by the way, we do this free of charge too.

You may not know me, or at least my background and experience.

So, here’s a brief overview of me for you, and how NFPs Ltd can support you.

Who is Trevel Henry  

I am a long-established trainer and consultant.

I was the former head of training for a major Police Service, so I have experience in not only delivering training but experience in developing, reviewing, evaluating and auditing training too.

Whilst working there I was regularly asked by the complaints and discipline unit to review disciplinary cases, many of which involved the use of force.

I am a highly respected Expert Witness on the Use of Reasonable Force in the UK and overseas.

I have done over three hundred expert witness cases.

I have worked on high profile cases where restraint related issues have been a key factor, involving the police, prison, security, schools, care setting, NHS and young people’s services.

But what does this mean to you.

It means that NFPS Ltd can provide training for you that is legally defensible.

Continuing the legacy started by Mark Dawes.

The Problem with Training

The problem is that nowadays organisations just seem to be looking for anyone that can provide certain ‘certification’, without doing any further checks.

And you have to ask yourself this question – Why do some individuals and training providers sign up for these certification schemes?

It’s simple really.

They don’t have the experience, expertise, authority and trust to get business on their own merit.

Hiding Behind Certification

So, they hide behind the veil of certification to cover up and obscure their lack of those qualities.

And guess what?

When things go wrong no ‘certification’ will help you in court!

As I’ve mentioned I’ve been involved in hundreds of expert witness cases and not once, both criminal and civil, was the standard of certification asked for.


Simple really.

A criminal court is interested in and wants to know whether or not the level of behaviour and/or force used in the circumstances was ‘reasonable’.

In civil cases, the court is looking to see whether the claimant can prove negligence against the defendant.

So, certification can be (and generally is) a complete waste of time.

And certification isn’t the same as proper ‘accreditation’!

This Is What’s Most Important with Regards To Training

What is most important is the experience, expertise, authority, trust and competence of your chosen training provider.

Especially when it comes to the use of physical intervention.

Because physical intervention is a very contentious issue.

This is why we put our money where our mouth is and offer to support those we train.

And let me tell you something else.

You ‘Should’ Want A Training Provider Who Will Turn Up To Support You

In all of the expert witness cases I’ve been involved with not once has a training provider shown up in court to support the person they trained.

In fact many do the opposite.

They’ll claim that the person under investigation didn’t follow the training taught to them or they didn’t do the technique properly as it is shown in the manual.

The reason why?

They’d rather leave the individual to fend for themselves than lose the training contract.

With us we’d rather lose the training contract than help throw a decent person under the bus.

The Solution To The Problem

The problem is finding the right provider – and finding the time to do this.

When you train with us you will receive a proper accredited qualification.

  • BTEC Level 3 Award in the Delivery of Conflict Management Training
  • BTEC Level 3 Award in the Delivery of Physical Restraint Instruction.

Issued by one of the largest Educational Awarding Organisations in the world.

We have the relevant Experience, Expertise, Authority, Honesty, Trust, Integrity and Support.

So, if you are interested in becoming a competent and experienced trainer, with the back-up and support you may well need one day, talk to us.

We Will Be There For You Long After The Training Has Ended

There’s nothing worse than using assertive verbal communication or physical force and then being accused of something and having no-one around to support you who knows what you are talking about.

We’ll be there for you long after the training has ended.

I also promise that we won’t try and ‘sell’ you a place on a course either.

Our primary concern is that you get the right training to suit your needs.

You making the right decision for you is our only priority.

We don’t want you to end up in a situation of low staff morale and therefore poor service delivery to the people you support.

The article we wrote about at the beginning of this post.

That’s not a nice place to be at all.

We want you to be safe in the knowledge that you have had legally defensible training from very competent instructors with support systems in place should you ever need to call on us.

To find out more contact us at – https://nfps.info/contact-nfps/ and let’s arrange to talk.

PS: If you are an organisation and you have a situation where you don’t know whether you should take disciplinary action against a member of staff or not for using physical intervention or self-defence because you don’t understand the complexities of reasonable force then please feel free to get in touch.

We have the experience and expertise to advise you from a very competent perspective, which can save you a lot of time and money, especially if you get the wrong advice and guidance.

This is an investment worth considering.

To make an enquiry contact us at – https://nfps.info/contact-nfps/ and let’s arrange to talk.