Dealing with Aggression in Pharmacy

Description

Aggression in community pharmacy poses risks to staff safety and well-being, particularly as patient stress and expectations rise. This CPD activity equips pharmacists with practical tools to recognise early signs of aggression, apply de-escalation strategies, and implement workplace policies that minimise risk. Emphasis is placed on the CLASHED Action Plan, clear communication, refusal-of-service protocols, and post-incident recovery to ensure both patient care and pharmacist resilience are maintained.

Learning Objectives

Upon completion of this activity, pharmacists will be equipped to:

• Identify and explain the effects of aggressive behaviour.
• Implement effective risk management strategies within pharmacies to minimize and handle confrontations.
• Apply proven de-escalation techniques during instances of aggressive behaviour.
• Maintain their well-being and uphold a safe, professional environment post-incident.

Expires 31st December 2025