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Managing difficult or challenging behaviours in primary healthcare

CPD Hours



Managing people and resources
All Modules
Infection control and workplace health and safety


This module describes difficult and challenging behaviours commonly exhibited by clients and/or their families or friends in primary healthcare settings. It discusses how best to respond to these behaviours and the most effective ways to manage incidents.

It provides step-by-step guidance to defusing tension and prevent the escalation of an incident, with examples of practical interventions that could be applied in a variety of circumstances.

This module is limited to the conduct of clients and family/friends in primary healthcare and the scope of this module does not extend to difficult or challenging behaviours of colleagues or situations encountered in other healthcare settings.

Learning Objective

At the end of this module participants will be able to:

  • Identify different types of challenging behaviours.
  • Recognise the early signs of challenging behaviours.
  • Be aware of short-term methods of responding to challenging behaviours.
  • Be aware of long-term strategies for preventing challenging behaviours.

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