Defusing Angry Patients at Your Front Desk

Dealing with angry or upset patients can be one of the most stressful aspects of working at the front desk. This session will explore the dynamics of identifying angry or potentially violent patients and visitors in healthcare settings. It will cover the key warning signs and factors that contribute to escalating aggression, while emphasizing the importance of early recognition and intervention. Participants will learn practical strategies to de-escalate tense situations, including the role of proxemics, active listening, problem-solving, and teamwork. By understanding these critical elements, caregivers will be equipped to take proactive measures that minimize the risk of violence and foster a calm, safe environment, ensuring the best possible outcomes for all parties involved.

Acknowledgment and Disclaimer: This project is supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) as part of an award totaling $775,690 with 0% percentage financed with non-governmental sources. The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by HRSA, HHS, or the U.S. Government. 

Presenter: Mike Cummings, Security Consultant | Healthcare Security & Workplace Violence Prevention Expert 

Presented: March 4, 2025