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  5. Managing abusive patients

Managing abusive patients

Abuse from patients is a growing concern for dental professionals. Protocols differ between NHS and private care, and across UK nations; however, one principle is clear: no dental team member should face abuse.

Contents

  • Overview
  • Practice policies
  • Training
  • Dealing with threats and aggression from patients
  • Reporting incidents
  • Support following incidents
  • Discontinuing treatment
  • Informing the patient

Overview

Understanding how to respond to abuse can seem daunting. We have clearly set out the requirements for you and your practice, including staff training and how to respond if an incident occurs.

Practice policies

There are some considerations for your practice policies that apply to patients and your team. 

Policies for patients

Clear, well-publicised policies help to set expectations and ensure that patients understand the consequences of inappropriate behaviour. Every practice should have a published policy and display a poster outlining:  

  • A zero-tolerance stance on abuse towards staff or other patients  
  • A definition of unacceptable behaviour 
  • How acts of aggression or abuse will be handled 
  • Consequences for violating the policy. 

For NHS patients, practices must adhere to contractual obligations when handling abusive behaviour. Ensure compliance with relevant policies:  

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