Disruptive Behaviour in Patients and Visitors: Part Three

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Lecture Overview

In this three part series, health service improvement coach Jane Stanfield delves into the intricate dynamics of disruptive patient and visitor behaviour in healthcare settings, providing valuable guidance for healthcare professionals to navigate and de-escalate things, when the situation may call for it. In part three, we look using the ‘AAA’ (Acknowledge, Apologise, Act) deescalation strategy while projecting warmth and competence.


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Jane Stanfield View profile
Jane Stanfield is a health service improvement coach. She comes with 30 years’ experience in healthcare, half as a clinician and half in health administration, support and coaching. Having had a brush with burnout herself and several close family members receiving healthcare, her focus is on bringing compassion back to healthcare for all involved. Her current use of neuroscience and mindfulness at work enables healthcare providers to work with their own mind, emotions and behaviour to influence their culture in a way that will energise and motivate them as they manage the safety and reliability of their care and its focus on the patient while caring for themselves. Jane is currently coaching several nurse leaders and runs workshops on leadership, shaping cultures, wellbeing, and communication and patient safety (CAPS). Her most recent professional development personally is in LEAN thinking - reducing waste and improving flow in healthcare…because waste is disrespectful to people!
CPD time26m
First Published09 November 2023
Updated09 November 2023
29 November 2025
Learning Tools
Mental Health