Managing difficult or challenging behaviours in primary healthcare

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.

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