Health care workers face more aggression than almost any other workforce, and much of it can be defused early. This de-escalation training for healthcare workers teaches person-centred techniques that account for pain, fear, delirium, dementia and intoxication, practised in scenarios drawn from your own wards, clinics and aged care settings.
What your organisation gains
- Clinical and non-clinical staff who recognise escalation early and respond calmly.
- Techniques adapted for dementia, delirium, mental illness and intoxication.
- Better use of your emergency response codes and security staff.
- Content aligned with your organisation’s OVA framework and WHS obligations.
Why train with Agilient
Taught by practitioners
Every Agilient consultant has at least 20 years of experience, typically as security managers within large organisations, and has dealt first hand with the issues the course covers.
Built for your organisation
Content, examples and scenarios are shaped around your sites, policies and incident history, not an off-the-shelf syllabus that dates quickly.
Active learning
Participants work through case studies and carry out the activities themselves, so the skills stick after the day.
Designed for you to own
Train-the-trainer options and a strategy for moving the course into your own online learning mean the capability stays in-house.
Why de-escalation training matters in healthcare
Violence against health care workers is rising. The Australian Institute of Health and Welfare reported in July 2026 that hospitalisations of health care workers for assault rose from 49 in 2015-16 to 126 in 2024-25, and that assault is now the second leading cause of injury hospitalisation among health care workers. In a 2025 survey reported by the NSW Nurses and Midwives’ Association, 88 per cent of more than 1,300 members said they had experienced or witnessed violence and aggression at work.
Regulators expect health services to manage this risk. Psychosocial hazard regulations now in force in every jurisdiction name aggression from patients and clients as a hazard, WorkSafe Victoria’s guidebook on the prevention and management of violence and aggression in health services was refreshed in 2023, and the Victorian Department of Health framework for occupational violence and aggression treats training as one of six core domains alongside governance, prevention, response, reporting and investigation.
What the course covers
- Occupational violence in healthcare The scale of the problem, your organisation’s duties and the rights of staff.
- Why patients and visitors become aggressive Pain, fear, delirium, dementia, intoxication, mental illness, long waits and communication barriers.
- Early warning signs Recognising escalation in behaviour, speech and body language before it becomes dangerous.
- Person-centred de-escalation Calm verbal and non-verbal communication, empathy, choices and rapport in clinical settings.
- Phone, reception and triage Managing aggression at the front desk, by phone and in waiting areas.
- Working with security and response codes When and how to call for help, including your organisation’s emergency response codes such as Code Grey.
- Reporting and support Reporting incidents, debriefing and looking after your own wellbeing.
- Scenario practice Realistic scenarios based on your wards, clinics or aged care settings.
What participants will be able to do
- Explain the clinical and situational factors that drive patient and visitor aggression.
- Recognise early warning signs and act before a situation escalates.
- Use person-centred verbal and non-verbal de-escalation techniques.
- Call for help and work effectively with security and response teams.
- Report incidents accurately and access support afterwards.
Who should attend
- Nurses, midwives and doctors
- Allied health professionals
- Reception, triage and administration staff
- Aged care and disability support workers
- Health service security officers and volunteers
Choose the level and format that suits you
The course can be run at more than one level, so governance and day-to-day practice are covered together.
- Executive briefing. A short session for executives and boards on accountability, obligations, risk appetite and what good looks like.
- Manager and practitioner workshop. The full course, with case studies and practical exercises for the people who manage the risk day to day.
- Train-the-trainer. Preparing your own trainers to deliver the course inside your organisation, with the materials and guidance to do it well.
- In person or online. Delivered at your premises, at a venue you choose, or live online through Microsoft Teams and other platforms.
Bringing the capability in-house, with Agilient as your partner
More organisations want to build and keep this capability within their own teams. Agilient supports that. After delivering the course, Agilient can train your trainers, help your learning and development team plan the conversion of the course into an online module, and stay involved as an adviser, so your people deliver it with the benefit of Agilient’s hands-on experience.
How it works
- Get in touch. Tell us which course you are interested in, roughly how many people, where and when.
- Scoping conversation. An Agilient consultant discusses your people, sites, policies and recent incidents, and agrees the level, format and duration with you.
- Tailored content. Case studies, scenarios and exercises are built around your own environment and procedures.
- Delivery and handover. The course is delivered in person or online. Agilient can then train your trainers, support an online version, or review related procedures, controls or risk assessments.
Related Agilient services and resources
- Security for health and hospitals
- Healthcare security frameworks guide
- Occupational Violence and Aggression (OVA) Training for Healthcare
- Case study: tertiary hospital security threat and risk assessment
Frequently asked questions
Who is patient de-escalation training for?
It is for anyone who deals with patients, residents or visitors, including nurses, doctors, allied health, reception and triage staff, aged care workers and health service security officers.
Does the course cover dementia and delirium?
Yes. The course explains how dementia, delirium, pain, intoxication and mental illness affect behaviour, and adapts de-escalation techniques for people who may not be able to control their responses.
Is this course suitable for aged care?
Yes. Agilient tailors scenarios to residential aged care, home care and community health settings as well as hospitals.
How long is the course?
Duration is agreed with you. Courses range from a two-hour briefing to a one, one and a half or two-day program, depending on your audience, risks and how much practical work you want included.
Can the course be delivered online?
Yes. Agilient delivers courses in person at your premises and live online through Microsoft Teams and other platforms, and can combine the two for teams spread across several locations.
Can our own team deliver this training in future?
Yes. Agilient runs train-the-trainer sessions so your people can deliver the course themselves, and can work with your learning and development team on a strategy for converting the course into an online module for induction and refreshers.
Can individuals book a place on this course?
No. Agilient runs its training in-house for organisations rather than as public courses, so individual places are not available. Group size, timing and content are agreed with each organisation.
Is this an accredited course?
No, and that is deliberate. It is not a nationally recognised qualification that follows a fixed syllabus, which can date quickly. It is designed and delivered by practitioners who have dealt with these issues first hand, tailored to your organisation, and built on case studies, active learning and practical exercises.
Ready to build this capability in your organisation?
Tell us what you need. Agilient will recommend the right level, format and duration, and tailor the course to your organisation.
Other in-house security training courses
- Security Risk Assessment and Management Course
- Security Threat Assessment Training
- Insider Threat Training
- Security Awareness Training Course
- Customer Aggression Training for Managers
- De-escalation Training for Customer-Facing Staff
- Managing Physical Aggression in the Workplace
- Occupational Violence and Aggression (OVA) Training for Healthcare
- Crisis Management Team Training and Tabletop Exercises
- Situational Awareness and Active Armed Offender Training
- Physical Restraint and Personal Protection Training
- CPTED Training: Crime Prevention Through Environmental Design
Sources
- The injuries sending health care workers to hospital, AIHW
- Growing rates of violence against nurses, midwives and carers, ANMJ
- Prevention and management of violence and aggression in health services, WorkSafe Victoria
- Occupational violence and aggression resources, Victorian Department of Health
Last updated 29/09/2026.