NHS Black Country Integrated Care Board

The Challenge
GP practices across the UK are experiencing rising levels of verbal aggression, challenging patient behaviour, and emotionally heightened interactions, compounded by mounting workloads and limited appointment capacity. Within the Black Country ICB, which commissions healthcare for 1.34 million people across Dudley, Wolverhampton, Sandwell, and Walsall, frontline staff including GPs, nurses, pharmacists, reception teams, and practice managers were encountering risks to safety and wellbeing. The ICB required a region-wide, standardised training solution that was directly relevant to primary care, addressed lone-working scenarios, and could be delivered consistently across more than 175 GP practices.

Why Stand2 Was Chosen
Stand2 was selected for its proven expertise in delivering specialist conflict management and personal safety training across NHS services, including primary care, acute hospitals, and blue-light environments. The ICB needed a provider capable of operating at scale while maintaining highly relevant, practical content that directly reflected the pressures of frontline primary care. Stand2’s approach aligned with the ICB’s commitment to staff safety and risk reduction and enhanced patient-facing interactions.

What Training Was Delivered
Stand2 delivered a bespoke Managing Challenging & Aggressive Behaviour programme across the entire Black Country GP network. Training covered professional de-escalation, recognising early warning signs of aggression, situational awareness and scenarios specific to GP practice. The programme engaged multidisciplinary teams, providing practical tools to enhance confidence and reduce risk while maintaining patient care standards.

Outcomes & Impact
The programme was exceptionally well received. Staff reported feeling more confident and better equipped to handle challenging interactions without escalating situations. Teams highlighted improved communication and a stronger understanding of risk management, while the ICB benefited from a unified, region-wide approach to staff safety. The initiative enhanced resilience across the primary care workforce and improved patient experiences, embedding a lasting culture of professionalism and safety in Black Country GP practices.