Level 02 – Conflict Management

Lone Worker Safety for Healthcare

A focused programme for healthcare staff who work independently or without immediate support – community nurses, health visitors, and lone ambulance responders. Designed to strengthen situational awareness, personal safety, and defensible decision-making when managing challenging behaviour alone.

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Duration 6 Hours
Delivery Methods
  • In person
  • Standpoint
  • Affiliate Trainer Programme
Assessments
  • OBSERVATION
  • PARTICIPATION
  • DISCUSSION
  • COACHING
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•01COURSE OVERVIEW

Equipping healthcare staff who work alone with the awareness, judgement, and communication skills they need to stay safe, make better decisions, and manage risk without immediate support.

Participants learn to recognise early signs of risk in a patient’s home or a community setting, conduct dynamic assessments before and during visits, and apply structured strategies to prevent escalation. The course reinforces proportionate responses aligned with NHS and organisational policy, including the effective use of check-in systems, escalation routes, and emergency procedures. Staff leave with greater confidence, clearer boundaries, and a more consistent approach to managing risk when working alone.

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• 02 HOW THIS TRAINING HELPS

How this training helps your organisation

  • Improved staff confidence when working independently in patients' homes or unpredictable community settings
  • More consistent, defensible decision-making aligned with NHS policy and lone working procedures
  • Reduced escalation during challenging interactions during home visits or solo response scenarios
  • Improved use of check-in systems, escalation pathways, and emergency protocols
  • Enhanced incident reporting to support safeguarding, governance, and CQC assurance
  • Reduced staff stress and improved wellbeing among community and lone-responder healthcare teams
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An NHS community nurse comforts an elderly patient in their home

•03.RISKS ADDRESSED

Healthcare lone workers face risks that don’t exist in a ward or clinic environment. Without the right training, your staff may:

Checklist icon Enter a patient’s home or community setting without recognising early warning signs or pre-visit risks
Checklist icon Make unsafe or inconsistent decisions when faced with escalating behaviour from a patient or family member, without a colleague present
Checklist icon Rely on ineffective communication strategies that increase tension in an isolated setting
Checklist icon Fail to follow lone working procedures – including check-in systems, escalation routes, and emergency protocols
Checklist icon Misjudge when to withdraw, seek assistance, or activate emergency procedures during a home visit or solo response
Checklist icon Under-report near misses or incidents, limiting your organisation’s visibility of risk and CQC assurance
Checklist icon Experience heightened stress, anxiety, and uncertainty when operating without immediate support

The good news is that this is entirely preventable. That’s what this course is for.

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• 04 LEARNING OUTCOMES

Here’s what your staff will be able to do differently:

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Recognise the potential psychological impact of lone working and apply strategies to reduce stress and uncertainty.
• 04 LEARNING OUTCOMES

Here’s what your staff will be able to do differently:

  1. 01 Recognise the potential psychological impact of lone working and apply strategies to reduce stress and uncertainty.
  2. 02 Identify common risks associated with lone working across different environments and roles.
  3. 03 Conduct dynamic risk assessments before and during tasks to maintain personal safety.
  4. 04 Maintain situational awareness and make informed decisions under pressure.
  5. 05 Recognise early warning signs of aggression, intimidation, or unsafe behaviour.
  6. 06 Apply structured communication techniques to prevent escalation and manage challenging interactions.
  7. 07 Set professional boundaries and manage expectations without increasing conflict.
  8. 08 Use proportionate, defensible responses when faced with escalating or threatening situations.
  9. 09 Minimise the risk of grabs or holds and apply safe escape techniques where necessary.
  10. 10 Implement organisational lone working procedures, including check in systems, escalation routes, and emergency protocols.
  11. 11 Work effectively as part of a team.
  12. 12 Record and report incidents accurately to support safeguarding and organisational learning.
  13. 13 Reflect on their own practice and identify strategies for continuous improvement.
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More Case Studies
05 CASE STUDY

South East Coast Ambulance Service – Frontline Ambulance Clinicians

Stand2 delivers training to South East Coast Ambulance Service NHS Foundation Trust’s. It’s staff work in emergency and urgent care environments where distress, aggression, and unpredictable behaviour from patients or bystanders can lead to challenging encounters, both on scene and during transit.

Training has strengthened staff confidence in recognising and evaluating threats early, communicating effectively with people who are highly emotional or distressed, and applying safe breakaway techniques when a situation escalates. Clinicians and volunteers report greater confidence managing conflict without compromising the calm, professional standard of care patients rely on.

Man sat on a chair with hands clasped
• 06 Course Delivery & Assessment

Training that’s built around the realities of lone working – not a generic personal safety course.

Delivery: This course is delivered in person through a blend of structured discussion, scenario-based examples, reflective activities, and practical communication exercises built around relevant lone working contexts. Every session reflects your organisation’s specific lone working risks, policies, and procedures. StandPoint, our online learning platform, supports the programme with additional resources and materials.

Assessment: Learning is assessed through observation, participation, and demonstration of core principles. There are no formal written exams – assessment is continuous, realistic, and based on how staff apply what they’ve learned.

Certification: Every participant who successfully completes the programme is formally certified by Stand2, receiving a uniquely numbered certificate that confirms they have met the programme’s assessed standards. Each delegate is entered onto the Stand2 Training Register, which we maintain on your behalf – giving your organisation a clear, auditable record of who has been trained and when refresher training is due.

Training environment: All sessions are delivered using trauma-informed practice with clear opt-out options. Psychological and physical safety are prioritised throughout. No participant is required to engage in any activity they find uncomfortable.

•07.Frequently asked questions

Can’t find what you’re looking for? Call us or drop us a message.

Contact Us Talk to us on 01952 928134
Is this course suitable for staff who spend only part of their role working alone?
Yes. The programme is appropriate for staff who work alone routinely or occasionally. Whether lone working is a daily reality or an occasional requirement, the skills and awareness developed on this course are directly relevant.
Does the course include physical intervention?
No. This programme focuses on communication, situational awareness, dynamic risk assessment, and safe decision-making. Physical intervention is covered at Level 3. The course does include safe escape techniques to help staff minimise the risk of grabs or holds when working alone.
Is lone worker safety training a legal requirement for healthcare organisations?
Employers have a clear legal duty under the Health and Safety at Work Act 1974 to assess and manage the risks faced by lone workers. The HSE’s guidance on lone working is explicit – employers must consider the specific risks that arise when staff work without immediate support, and healthcare organisations carry additional expectations under CQC regulation to demonstrate staff safety is being actively managed. For community nursing teams, health visitors, and lone ambulance responders, structured training is one of the most direct and demonstrable ways to meet that obligation.
Is this course suitable for both community healthcare staff and lone ambulance responders?
Yes. This course is suitable for any healthcare role where staff work independently or without immediate support – including community nurses, health visitors, district nursing teams, and volunteer or lone-responding ambulance staff. If you’re unsure whether this course is the right fit for your team, get in touch and we’ll help you identify the most appropriate programme.
How does this training address the psychological impact of lone working in a healthcare setting?
Lone working can have a significant psychological impact – increased anxiety, heightened stress, and uncertainty about how to respond in difficult situations are all common experiences, particularly for staff attending patients’ homes or responding solo to emergency calls. This programme specifically addresses the psychological dimension of lone working, helping staff develop strategies to manage stress, build confidence, and approach these situations with greater clarity and composure.
Can the scenarios be built around our specific healthcare lone working environments?
Yes. Every Stand2 programme is built around your organisation’s specific lone working risks, policies, and procedures. Where helpful, we carry out a Training Needs Analysis beforehand to ensure the scenarios, examples, and learning activities directly reflect the environments your staff work in – whether that’s home visits, community clinics, or solo emergency response.
Does Stand2 training come with a certificate?
Yes. Every participant who successfully completes the programme is formally certified by Stand2 and issued with a uniquely numbered completion certificate. Each delegate is also entered onto the Stand2 Training Register, which we maintain on your behalf – providing your organisation with a clear, auditable record of who has been trained and when refresher training is due.
Does the course cover emergency protocols and check-in systems?
Yes. Staff are supported to understand and apply check-in systems, escalation routes, and emergency processes in line with your organisational requirements. The course reinforces when and how to activate emergency procedures, how to communicate effectively when support is delayed, and how to make safer decisions in time-critical situations.
How do you ensure psychological safety for staff with previous negative experiences while working alone?
All sessions are delivered using trauma-informed practice with clear consent and sensitivity to staff experiences. No participant is asked to share more than they are comfortable with. The training environment is designed to be supportive and constructive — helping staff build confidence rather than revisiting distressing experiences.
How often should lone workers refresh this training?
Stand2 recommends a refresher interval of 24 months for this programme. The refresher course follows the same 6-hour format as the initial programme. Stand2 will proactively notify you when your staff are approaching their refresher date through the Stand2 Training Register.
•08.Start the conversation

This course is ideal for organisations with staff who work independently or without immediate support and require a consistent, defensible approach to personal safety and decision-making.

If you’re responsible for staff safety, safeguarding, or operational risk, we can help.

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Google Reviews

At Stand2 we go above and beyond to understand and meet your expectations. Here are some of our recent reviews.

As the trusted leader in conflict management, personal safety, and physical intervention training, we aim to elevate standards across the UK and beyond by bringing evidence-based practice, operational credibility, and expert instruction to every sector we serve.
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Excellent. Done a few courses over the years regarding conflict management and this was the best. Relaxed teaching and no one was afraid to make a mistake or ask any questions. Enjoyed this much more than my recent SIA renewal in all honesty.
Nick Clay
Nick Clay
Really thoughtful and experienced teachers. After the training I felt really confident in conflict resolution and physical intervention. Thank you now I know how to protect myself, the general public and my organisation if a situation comes up.
Osagie Justice
Osagie Justice
Very well structured course and effectively taught. Techniques and solutions were very helpful.
Nathan
Nathan
Very good! Other security companys should learn this Easy to learn
Kieran Fleming
Kieran Fleming
Dinujan
Dinujan
Fantastic course, gave a really easy to remember process for handling conflict management. Trainers were great, I thoroughly enjoyed it.
Rebecca Percox
Rebecca Percox
Really course, tutors were great especially Chris who made it fun and interactive
Marie Bryant
Marie Bryant
Really enjoyed the training Dave and Chris are very engaging
Ryan Jackson
Ryan Jackson
Engaging PowerPoint, really good instructors, time to practice techniques
Emily Rowlands
Emily Rowlands
I recently completed training at Stand2 and had a great experience. The course was well organised, engaging and delivered by Chris C, who explained everything clearly using practical, real-life examples. The training has given me greater confidence in managing conflict, assessing risk, and keeping myself and others safe. I would highly recommend this course to anyone looking to develop these important skills.
Florian Paun
Florian Paun