How Do You Manage Conflicts in Your General Practice?

It is evident that members of the general practice team have the right to work in a harassment-free and threat-free environment. Furthermore, nobody should have to tolerate physical or verbal abuse. However, conflict and aggression do occur in general practice as the environment is demanding and busy, further involving constant contact with a wide range of people in different circumstances. Moreover, some patients may have unrealistic expectations of care, which when not fulfilled, can lead to conflicting situations.

Most of these situations arise with a minor disagreement that may then escalate later. One of the key solutions to manage these situations is to de-escalate them effectively to avoid a more serious incident.