A DOCTOR'S surgery manager today revealed how she fought back from a vicious assault by training staff how to deal with dangerous patients.

Audley Health Centre manager Rosemary Emmonds said last March's attack, in which she was headbutted twice, made her determined to ensure others did not have to go through the same "terrifying" ordeal.

And she urged other health managers to train staff to combat the worrying amount of verbal and physical abuse by East Lancashire patients who get out of hand.

John Southworth, 52, of Ennerdale Avenue, Blackburn, was spared prison after pleading guilty, in October, to assaulting Mrs Emmonds, at the surgery, in Longton Close.

The court heard that traumatised, she slid down a wall holding her face in her hands, sobbing uncontrollably, after the attack, which happened when she intervened in an argument between unemployed Southworth and another man.

She collapsed when attending Blackburn Magistrates Court to give evidence.

Southworth was placed on a two-year community rehabilitation order, ordered to pay £1,000 compensation, and £200 costs.

Today, the 49-year-old said: "It was a terrifying situation to be in. It had a big impact on me. It affected me for a long time, right up to the court case. It wasn't until after that I started to come around and I focused on training staff.

"That helped me a great deal because I was so concerned that nobody else go through what I went through, I knew we had to learn from the situation."

Five doctors, three nurses and six administration staff took part in the training, developed by Mrs Emmonds and given through a presentation and a computer CD-ROM.

As "conflict resolution" training is the responsibility of individual practices, which are independent businesses bought by the NHS, Blackpool security firm All Body Systems was also employed to provide further training.

She said: "We have learned about what kind of words to use, and how to use body language to deal with people in an appropriate way. I think it is imperative that NHS staff dealing with patients are trained.

"The incident showed me that there is a lack of knowledge and understanding of the situation. If it happened now, then I would be able to deal with it differently."

Mrs Emmonds, who lives in Burnley, said: "Patients want everything straightaway. They don't realise behind the scenes there are protocols so mistakes do not occur.

"It is almost like who the hell are you talking to me like that?' But if you deal with it differently you can get a different response."

Dr Mridul Datta, one of the doctors at the practice, said: "It was a sad day for us when, for the first time in 33 years of practice from this health centre, a member of our staff was physically abused in her efforts to protect other members of the public from an irate client.

"Apart from gaining confidence in dealing with conflict, this course also propagated better empathy, team spirit, and mutual support within the organisation."