Examining the need for focus and an exploration of strategy and tactics around managing verbal abuse and aggression against NHS staff

Anstee, Paul (2016) Examining the need for focus and an exploration of strategy and tactics around managing verbal abuse and aggression against NHS staff. BSc dissertation, University of Portsmouth.

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    Abstract

    This dissertation examines the issue of verbal abuse and aggression towards NHS staff, with the aim of exploring if there should be increased focus around the management of it, and to outline strategic and tactical options around addressing the issue in the NHS.
    Academic texts and journals focusing on workplace violence and violence generally act as the cornerstone of this paper, supplemented by professional peer review papers from the healthcare sector, and a wealth of grey literature published by the NHS and others.
    The literature indicates that ‘feeble responses’ to verbal aggression and abuse can result in a perpetrator becoming more confident, with a possibility that the level of violence will increase. Some individuals will increase their level of violence over time unless there is an intervention of some kind, which potentially offers the NHS an opportunity to contribute to the wider community safety. Repeat victimisation of NHS staff subjected to verbal abuse and aggression is felt an important issue to identify and respond to.
    It is possible that patient focus and the risk of complaints impact on approaches taken in dealing with the issue in the NHS, however there would appear to be an opportunity to link organisational values training with conflict resolution training,

    Item Type: Dissertation
    Departments/Research Groups: Faculty of Humanities and Social Sciences > Institute of Criminal Justice Studies
    Depositing User: Jane Polwin
    Date Deposited: 20 Jan 2017 16:30
    Last Modified: 20 Jan 2017 16:30
    URI: http://eprints.port.ac.uk/id/eprint/22766

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