Maintaining a Safe Workplace Together. A Training Program for All DHS/DOPS Employees

Transcription

1 Maintaining a Safe Workplace Together A Training Program for All DHS/DOPS Employees

2 Why is Workplace Security an Issue? Nothing is more important to Danbury Health Systems than the safety and security of our employees, patients and visitors. To treat patients effectively and provide high-quality care, we must first operate a safe and secure facility The environment in which we practice is constantly changing, and we must constantly update our safety and security practices to accommodate these changes. Becoming more safe and secure is an ongoing process.

3 What s Unique About a Healthcare Work Environment? Sudden injury, serious illness, personal or work relationship problems, and financial pressures are typical examples of stresses that we see in our patients every day. Illness is stressful on family members, too. Stress can lead to frustration and anger. Occasionally, this stress causes verbal outbursts and threats. Less frequently, physical violence can occur. We must be aware of what defines and precedes physical violence in order to understand it, prevent it, and deal with it.

4 What is Workplace Violence? Workplace violence is conduct having the purpose or effect of unreasonably interfering with an individual s work performance or creating an intimidating, hostile or offensive environment. Threatening behavior, verbal abuse or any physical assault occurring in the work setting constitutes workplace violence. Workplace violence may also include (but is not limited to) threats, harassment (including sexual harassment) stalking, and physical or emotional abuse.

5 How Does Workplace Violence Happen? Violence is the product of an interaction among three factors: 1. An individual who takes violent action; 2. The stimulus or triggering conditions that lead the person to see violence as a means to prove their point; 3. A setting that facilitates or permits the violence, or a setting in which there is a lack of intervention.

6 Maintaining Our Safe Workplace is a Partnership Effort Our security practices at DHS were developed based on: A thorough analysis by a security consultant Feedback from employee focus groups and interviews Strategic recommendations from a team representing clinical and non-clinical functions

7 Maintaining Our Safe Workplace is a Partnership Effort DHS is committed to implementing state-of-the-art security practices. However, employees must take an active role in their own security through environmental awareness, understanding security protocols, and participation in training and security procedures.

8 What is the DHS Policy on Workplace Violence? The Danbury Health Systems Workplace Violence Policy states that threats, threatening behavior or acts of violence against employees, visitors or patients of Danbury Health Systems will not be tolerated. Employees should state clearly to patients, visitors, and employees that violence is not permitted or tolerated. Any employee who becomes aware, either directly or indirectly, of any violence or threats of violence, whether vague, direct or indirect, must notify his/her supervisor, security, or the clinical administrator immediately. The complete organizational Violence in the Workplace policy may be found on the DHS Intranet. Clinical and support departments may have additional policies related to workplace violence procedures that are specific to their service lines or work areas.

9 What Is the Organization s Role in Preventing and Handling Workplace Violence? The DHS security implementation plan is organized around 6 specific issues: Access: We will restrict access to our facilities by limiting the number of public entrances, securing employee entrances, and requiring hospital visitor passes Emergency Planning: New procedures will be put into place to communicate emergency notifications, staff response, and training opportunities Workplace Violence Prevention: Training (such as this program) will be required for all staff. Clinical staff will receive more tailored, hands-on modules.

10 What Is the Organization s Role in Preventing and Handling Workplace Violence? Continued Campus Safety in Parking Lots and Garages: Security patrols will be added, enhanced with new technologies and cameras Security Resources and Visibility: The number of visible security staff will be increased, as will the level of security monitoring equipment Off-Site Facility Security: All off-site locations will receive the appropriate level of security support services, training, and technologies

11 What Do Employees Need to Do? Be Aware to Risks Cooperate With Safety Procedures Report Suspicious Persons & Behaviors Be Able to Recognize and De-escalate Potential Workplace Violence Situations Participate in Training Opportunities Use Your Common Sense, Judgment, And Instincts

12 Be Aware: Awareness Is Prevention Being aware of the conditions around you and staying aware is one of the best ways to keep yourself safe. Understand why and where there are potential dangers Know in advance what to do if something bad does happen to you, and how to handle the situation.

13 Be Aware: What Are Some Signs To Be Alert for? The person has a history of violence The person has no apparent social support system. The person is depressed; feels powerless or helpless. The person has underlying medical or psychiatric impairments: Dementia Bipolar Not compliant with medication orders Substance abuse

14 Report Suspicious Persons and Behaviors: What Behaviors May Predict Workplace Violence? The person acts out his or her anger with such actions as yelling, shouting, slamming doors, and so on. The person takes no responsibility for his actions and sees no connection between what he does and the consequences or results of his actions. As an example, he blames others for his mistakes. The person deals with stress by lying or fabricating information. The person is remote, has poor social skills, becomes fixated on an idea and/or an individual.

15 Report Suspicious Persons and Behaviors: Who Should I Report To? If you suspect violence to be a possibility, contact your supervisor or manager, or contact Security at X7999 Should the situation escalate to violent behaviors, call 55 on any house phone and report a Code Blue, giving your location, or call 911 if at an offsite location and tell the police your situation. Use a Code Blue Button if available in your area and have someone follow up with the operator by calling 55.

16 Recognize and De-escalate Potential Workplace Violence What are the Stages of Combative Behaviors? As a result of their condition, patients may feel frustrated, vulnerable, and out of control. These feelings can intensify, leading to hostile behaviors. Hostile behaviors often escalate through 3 levels: Violence Disruptiveness Tension Disruptiveness Violence Tension Let s take a closer look at each level

17 Recognize and De-escalate Potential Workplace Violence How Do I Recognize Tension? Tense patients and visitors are frustrated and highly sensitive. They may express one or more of the following beliefs: I am being threatened I am being deprived My requests are being ignored These beliefs may be expressed through body language, complaints, or direct statements. Tension

18 Recognize and De-escalate Potential Workplace Violence How Do I Respond to Tension? When a patient or visitor is tense: Remain calm, quiet, rational, and professional Acknowledge and apologize for their concerns Summarize what the patient has said Address the problem, and let the patient know. Get help if necessary. Never promise more than you can do. Tension

19 Recognize and De-escalate Potential Workplace Violence How Do I Recognize Disruptiveness? If a tense person is not calmed down, they may become disruptive. A disruptive person: May use rude language May make verbal threats Does not think rationally Will not calm down easily Disruptiveness

20 Recognize and De-escalate Potential Workplace Violence How Do I Respond to Disruptiveness? Stay calm and in control Choose your words carefully. Words and phrases such as can t, must, not our policy may make the person angrier. Instead, use words and phrases such as I will, Would you be willing, Will you? Give clear instructions and set clear limits. Explain that you will not be able to help them unless they stop certain behaviors (such as swearing). Be polite, but clear and firm. Disruptiveness

21 Recognize and De-escalate Potential Workplace Violence How Do I Respond to Disruptiveness? (Continued) Continue to show that you want to help the person by listening, asking questions, and summarizing. NEVER touch the person. Even a gentle touch can feel like an attack to a person who is very upset. Keep your distance. Signal for help. An open call to security may make things worse. Do not hesitate to signal for help without letting the person know. Disruptiveness

22 Recognize and De-escalate Potential Workplace Violence How Do I Recognize Violence? Violence is the most dangerous level of combative behavior. A violent person may: Yell Scream Become physically violent Use a weapon Disruptiveness Violence

23 Recognize and De-escalate Potential Workplace Violence How Do I Respond to Violence? If a person become violent: Violence Do NOT confront the person Do NOT try to stop the person physically Get yourself and others to safety Call security (55) within the hospital or the police (911) if offsite Remember, in a violent situation, your top priority is to get yourself and others to safety.

24 Cooperate With Safety Procedures Employees may be asked to use special entrances, swipe to gain access of previously open areas, and park in designated areas For everyone s safety, uphold these procedures for example, don t hold the door open for someone you don t know after swiping in yourself. Your cooperation will help keep you and your co-workers safe.

25 Use Your Common Sense: General Safety Tips: Be aware of your surroundings at all times. Use discretion when walking through parking areas. Use the campus shuttle between the Hospital and DMAC. Take security regulations seriously for your own protection. Report suspicious persons / incidents to Security at (203)

26 Use Your Common Sense: Parking Lots & Garages As you would in any parking area, such as at the mall, keep your valuables out of sight, under the seat, or in the glove compartment or trunk. When you exit your car, walk with purpose. Look confident. Confidence is power. Make sure everyone around you knows that you re aware of them, and aware of your surroundings. When you leave work, have your keys in your hand as you approach your car. Request a security escort to your car if you feel apprehensive or unsafe

27 Use Your Common Sense Inside the Building Check the inside of elevators before entering. Wait for the next elevator if you are unsure of the people inside. Keep personal belongings in view while eating or in meetings. Don t leave valuables, keys, etc., on your desk or in your work area. Whenever possible, lock your office when vacant Don t transport potentially violent patients alone

28 Use Your Common Sense Use Your Instincts If something doesn t look or seem right, it probably isn t right. Communicate your concerns to your supervisor. If you sense that a situation is escalating to the point that your safety is at risk, call or have someone call Security at Ext or the police at 911 (offsite) for assistance.

29 Participate in Training Activities Hands-on training exercises are being developed for clinical staff, specific to Crisis Intervention, Psychiatry, and Medical/Surgical Units. Personal Safety Training will be integrated into New Employee Orientation and Nursing Orientation

30 Remember: The organization will be making ongoing structural, technological, and procedural changes to existing and new buildings to enhance employee security. Security improvements will be ongoing as technologies and best practices develop, we will evaluate how best to incorporate them. The organization provides employees with procedures, resources, tools, and training to maintain a secure workplace. All employees have a responsibility to understand, follow, and actively support each other in implementing them. Training and communications on workplace and personal safety will be updated regularly.

31 If You Have Questions or Comments: Contact your department supervisor or manager if you have questions or suggestions regarding the implementation of new safety and security issues in your own work areas. Contact the Security Department at (203) if you have general questions about security, or wish to request a security device or escort