BLOG
Shoplifting and aggression | Keeping staff safe amid rising retail crime
Written by Theresa Lama-Cramp on 22 August 2025
Retail crime is on the rise, and pharmacies are among the hardest hit. According to a recent survey by our partners, the National Pharmacy Association (NPA), around nine in 10 pharmacies have seen an increase in shoplifting and aggression over the past year. Worryingly, 87% reported at least one instance of intimidating behaviour towards staff, while more than one in five (22%) had experienced physical assaults.
These findings highlight a growing problem across the wider retail sector. Official figures show shoplifting in England and Wales has reached its highest levels in over two decades, with thieves becoming increasingly brazen and, in some cases, violent. In pharmacies, this doesn’t just cause financial loss – it creates serious health and safety risks for staff and customers. In fact, statistics from the Health and Safety Executive (HSE) reveal that violence and aggression is now the fourth biggest cause of non-fatal injury at work, responsible for 9% of all reported cases.
Despite government promises of extra town-centre patrols, pharmacy leaders say more needs to be done. While stronger policing is important, protecting staff is ultimately a collaborative effort between businesses and local forces. Employers have a legal duty to play their part: under the Health and Safety at Work etc Act 1974, they must do all that is reasonably practicable to ensure the health, safety, and welfare of their employees and anyone else affected by their work.
So what can employers do to reduce risks, support staff, and maintain a safe working environment?
Tackling shoplifting
While shoplifting is a major issue across the retail sector, pharmacies are especially vulnerable due to the medicines, restricted products, and controlled substances they hold, which are highly attractive to thieves. While the instinct may be to focus on recovering stolen goods, the priority must always be protecting staff and customers.
Steps employers can take:
- Design out crime: Improve shop layouts to ensure clear lines of sight, maintain good lighting, install CCTV and mirrors, and position high-value or restricted products behind the counter or in locked cabinets.
- Train staff effectively: Employees should be trained to spot suspicious behaviour and respond in safe, non-confrontational ways. Training should make clear that staff must never physically intervene, but instead follow reporting procedures, alert colleagues, or use panic alarms.
- Support and reporting: Encourage staff to record every incident of theft and provide support if they feel threatened. A clear process reassures employees that their concerns will be taken seriously.
- Collaborate with police and partners: Build relationships with local forces and community safety teams to improve response and deterrence.
- Review risks regularly: Carry out regular risk assessments, taking into account local crime trends, store layout, and staffing levels, and adapt controls as needed.
By integrating theft prevention into the wider health and safety framework – and treating it as a health and safety issue, not just a financial one – pharmacies can protect both employees and customers while maintaining a safe, professional environment.
Do you need support?
Speak to us for an honest, no obligation chat on:
0345 226 8393 Lines are open 9am – 5pm
Addressing aggression
Aggression is an equally pressing concern. Pharmacies often face verbal abuse, threats, or violence, sometimes linked to shoplifting, but also from frustrated patients struggling to access wider NHS services.
Steps employers can take:
- Put in place protective measures: Install panic alarms, CCTV, and, where necessary, controlled entry systems. Counters should be designed to keep a safe distance between staff and customers. Clear signage stating that abuse will not be tolerated can also act as a deterrent.
- Train staff in conflict management: Provide training on communication, de-escalation, and when to remove themselves from a situation. Emphasise that staff safety always comes first; staff should never confront aggressive individuals alone and should prioritise personal safety over customer service in threatening situations.
- Encourage reporting and offer support: Log, investigate and review all incidents of aggression to identify patterns and improve controls. Offer affected staff appropriate support, such as debriefing, counselling, or access to Occupational Health services.
- Work with external partners: Share information about aggressive individuals with local police and community safety teams, and collaborate with professional bodies to strengthen protection for pharmacy workers.
Time to take action
The rise in shoplifting and aggression across retail – pharmacies in particular – is more than a criminal justice concern; it’s a serious workplace safety issue. Employers have a clear moral and legal duty to protect their staff, customers, and the wider community.
Employers cannot simply wait for stronger policing to solve the problem. They must act now: implement strong environmental controls, train staff to handle aggression, set up clear reporting systems, and work closely with local police. Not only does this keep you compliant, it also brings real benefits – boosting staff morale and retention, protecting your reputation, and strengthening customer trust.
Related Content
BLOG
HSE Statistics 2023/24 | A Mixed Picture of Progress and Challenges in Workplace Safety and Health
We're here to help
Tackling violence and aggression is more than just damage control – it’s an investment in a safer, stronger, more resilient workplace. WorkNest offers a range of solutions to help employers manage this growing risk, including:
- eLearning: Delivered via our digital platform, LearningNest, our interactive online courses help employers meet their legal duties by training staff to stay safe in the workplace – covering topics such as violence, aggression, and other workplace risks.
- Specialist Health & Safety support: Delivered by dedicated consultants, our comprehensive fixed-fee service includes all the support and tools you need to keep your business safe, including tailored advice, risk assessments, policies and more.
To discuss your specific needs and see how we can help keep your business compliant and protected, call our team on 0345 226 8393 or request your free consultation using the button below.