Each December, many of the people we rely on most — ambulance crews, paramedics, emergency department staff, nurses, and other blue-light heroes — find themselves under even greater pressure. Rising demand, winter illness, holiday-related incidents, and public stress can combine to create a perfect storm. At these times, staff dealing with vulnerable or distressed individuals are often on the front line of increasingly challenging behaviour.
At GoodSense Limited, we see first-hand how this stress can escalate, and during the festive season that pressure often intensifies. That’s why it’s more important than ever that employers, managers, and team leaders step up to protect and support their people.
The Growing Challenge: Violence & Aggression Against Public Service Staff
Recent data highlights just how serious and widespread the problem has become:
- According to the 2024 annual NHS England Staff Survey, 1 in 7 NHS staff (14.38%) reported experiencing physical violence from patients, relatives or members of the public in the past year — up slightly from 13.88% in 2023. (NHS England)
- For ambulance services — a core part of our blue-light cohort — the situation is even more alarming. The Association of Ambulance Chief Executives (AACE) reports 22,536 incidents of violence, aggression or abuse against ambulance staff in the 2024–25 financial year; the highest number ever recorded, representing a ~15% increase from the previous year. (Crown Prosecution Service)
- That means every day across the UK, an unacceptably high number of ambulance workers — often more than 60 staff (nearly three every hour) — will face abuse or assault while simply doing their job. (collegeofparamedics.co.uk)
- The physical assault is often accompanied — or even preceded — by verbal abuse, harassment, and sometimes unwanted sexual behaviour. For many workers, this is not a one-off event but a repeated, traumatic reality. (ljmu.ac.uk)
These are not just numbers. Each incident affects real people — your colleagues, friends, and neighbours. The physical harm is often obvious, but the psychological toll can be equally severe: fear, stress, burnout, reduced morale, sleep disturbance, feelings of being undervalued, or even leaving the profession. (BMA)
What Managers & Leaders Can Do — Meaningful Support in Tough Times
We believe that with the right leadership and proactive support, organisations can build a safer, more sustainable work environment — especially during high-pressure periods like Christmas. Here’s what managers can do now:
- Acknowledge and Validate the Risk. Recognise that violence, verbal abuse, harassment and aggression are real and rising — for many, it’s part of the job. Opening up honest conversations helps staff feel seen and understood.
- Promote Reporting & Ensure Confidential Support. Many staff still don’t report incidents — often because they feel describing the details is too time-consuming, or fear being seen as “complaining”. Encourage reporting, reduce administrative burdens, and make support — including counselling or peer support — readily available.
- Provide Targeted Training in Conflict Resolution & Physical Intervention. Courses such as PMVA (Prevention and Management of Violence and Aggression) can equip staff with safe de-escalation tools and confidence. At GoodSense, we specialise in delivering bespoke training tailored to the needs of blue-light services and high-risk public-facing staff.
- Foster a Culture of Collective Responsibility. Ensure everyone — from frontline staff to senior management — accepts that staff safety is everyone’s concern. Create forums for staff to share concerns, feedback, and suggestions.
- Support Well-being & Recovery: Permit Time Out, Debriefing & Psychological Care. After incidents, staff need time and support to recover — emotionally and mentally. Encourage debriefs, counselling or peer support, and recognise this isn’t “time wasting” but vital for long-term resilience.
- Communicate Clearly with the Public. Where appropriate, public-awareness campaigns (e.g, seasonal messages, signage, social media) can gently remind members of the public that emergency services are under huge pressure — and that respect, patience and kindness go a long way.
GoodSense’s Commitment — We’re With You, All Year Round
At GoodSense, we don’t just train — we partner. We understand that each organisation and team is different. That’s why we design bespoke interventions: from full-day training in breakaway and physical intervention, to leadership coaching, conflict resolution workshops, and ongoing support strategies.
This Christmas, and beyond, our commitment remains the same: to help you create safer, more resilient teams that feel supported, valued — and capable of responding with confidence.
A Festive Message of Respect, Thanks & Hope 🎄
To everyone working in the blue-light and public services: we know this season — and every shift — may bring challenges that most people simply cannot imagine. Thank you for your professionalism, courage, and compassion.
At a time when demands are high and tensions can run even higher, please remember: you are not alone. Your safety, well-being, and mental health matter. And there are organisations out there — like GoodSense — who stand with you, ready to support.
From all of us at GoodSense, we wish you a peaceful, safe, restorative festive season. Stay safe. Stay strong. And let’s look after each other.
