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General practice is by nature accessible, interactive and busy, conveying an inherent risk for aggressive behaviours. Receptionists often have to deal with the competing priorities of multiple patients at the front counter and on the telephone, as well the requirements of GPs and practice nurses.

General practitioners and their staff need to work with challenging behaviours, allowing the provision of therapeutic care while protecting themselves and other patients from psychological and physical harm. Patients also have the right to dignity and respect.