Patient aggression toward medical receptionists

BMJ’s Family Medicine and Community Health published an article examining the frequency of patient aggression toward medical receptionists and measures that can be taken to reduce such aggression in the office [1].

Unsurprisingly, patient aggression toward receptionists is common.

What are the most common frustrations leading to patient aggression?

1. Scheduling issues
2. Administrative systems
3. Errors
4. Access to the medical staff
5. Medication request refusals [1].

The authors provide an extensive list of mitigation strategies (with varying degrees of practicality).

I think the article’s best suggestion is to teach de-escalation tactics to receptionists as part of their initial training.

Does your facility provide training on handling acts of patient aggression?

Do you have tips to share?

Nikki Rataj Casady, DMSc, PA-C
email@appcolleague.org