Ref CMP-003 · Version 1.0 · Reviewed June 2026
Medtech procedure
Complaints and safety
Aggressive or threatening behaviour
Keep staff and patients safe when someone becomes aggressive or threatening at reception, and respond the same way every time.
The steps
- Stay calm and lower your voice. Do not argue, match the person's volume, or take it personally.
- Keep space between you and the person, and keep a clear path to an exit for yourself. Do not let yourself be cornered.
- Use your duress signal or call a colleague early, before things escalate, not after.
- If there is an immediate threat to anyone's safety, call 111.
- Once it is over, write down what happened the same day, following [your reporting process], with facts rather than opinions.
- Debrief with [the practice manager] and check on anyone, staff or patients, who was affected.
Watch out
Your safety comes first. Never try to physically stop someone or block their exit. If in doubt, step back and get help.
Licensed to your practice. Current as at June 2026. Valid while subscribed. Not for redistribution.
Ref CMP-003 · Version 1.0 · Medtech · @theclinic · theclinic.co.nz