Can training healthcare workers prevent violence?

Could conflict resolution trainings be the solution to the violence and abuse faced by National Health Service (NHS) staff?


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Violence and abuse towards healthcare workers has escalated, as recent NHS Staff Survey data reveals that 14 per cent of NHS staff experienced physical violence from patients, relatives or the public in 2024, with emergency departments accounting for 20 per cent of all NHS assaults. The financial effects of this violence are, also, extreme. NHS estimates direct costs of GBP 69 million annually, with indirect costs adding thousands more per staff member lost to turnover or absence.

The rising trend of violence affects all healthcare settings. In mental health wards, 17,340 serious incidents were reported between April 2022 and 2023, while studies indicate 56 per cent of nurses experience lasting psychological effects from assaults. These issues directly affect patient care, staff retention and operational efficiency.

To address the problem, NHS has partnered with organisations such as Assist Security Group (ASG) to implement targeted training programmes aimed at equipping staff with the skills to prevent, de-escalate, and respond to aggressive behaviour. ASG provides tailored security service through specialised divisions across sectors, including corporate, retail, residential, and events. Such programmes include conflict resolution training, a half-day programme teaching staff to identify and de-escalate potential conflicts using the Conflict Management Model framework, active listening and the recognition of aggression triggers. 

Troy Hewitt, CEO of ASG, said: “Healthcare workers face unacceptable levels of violence while trying to deliver care. Our expanded training services give NHS staff practical skills to protect themselves, their colleagues and vulnerable patients.”

Other programmes within the organisation are also tailored to deal with violence in the healthcare sector, including Prevention and Management of Violence and Aggression (PMVA), a one-day course focusing on a patient-centred approach to managing challenging behaviour, and Breakaway Training, practical sessions for frontline healthcare workers to practise defensive techniques and disengagement skills.

However, the programmes aren’t simply exclusive to healthcare workers. With 25 per cent of ambulance staff reporting harassment or abuse, the courses include roleplay scenarios in specific workplace environments beyond hospital settings to support paramedics and community healthcare workers as well.

“Prevention is always more cost-effective than dealing with the aftermath of violence,” noted Paul Grzegorzek, Senior NHS Account Manager, concluding: “Many trusts we work with report significant improvements in staff confidence and reductions in serious incidents following our training programmes.”