Preventing Violent Events in Healthcare: Flashpoints and Early Action

Understand that patients or visitors might bring potential violence into the workplace, often after harboring feelings of anger or upset for some time.
Never overlook questionable behaviors or signs that could escalate into more serious situations. Promptly addressing concerns can prevent further deterioration.

Taking early action upon recognizing a problem can prevent conflicts or violence. Efforts to make a patient or visitor feel heard, providing them with information, and offering apologies for any wrongdoing or delays can be pivotal.
Being personable and approachable, asking open-ended questions, and remaining alert to threats or persistent angry behavior is crucial. Notifying authorities when necessary is also a critical step.

Knowing the specifics of your workplace's security measures, such as which rooms lock, how to use panic buttons, and emergency contact numbers, is vital for everyone's safety.
Regularly mentally and physically rehearsing "what if" scenarios can prepare you for responding effectively under stress.

Demonstrating calmness, speaking softly, and moving deliberately can help de-escalate tense situations.
Encouraging individuals to express themselves while attentively listening without interruption can diffuse tension.
Acknowledging the feelings of the distressed individual and offering to help in a specific manner can pave the way for resolution.
Adopting a non-confrontational posture, not standing directly in front of an angry person, and avoiding turning your back are important for maintaining safety.
Setting clear boundaries for acceptable behavior and communicating the consequences of violent actions in a calm manner are necessary steps.
Accepting criticism when valid and asking for input on resolving the issue can also help in de-escalation.

If de-escalation methods are ineffective and the situation worsens, knowing when to call for security or police assistance is essential.
In situations where there is imminent danger, calling 911 or the equivalent emergency services should be an immediate action.

This lesson is part of “Workplace Violence: Escalating Risks and Strategies for Prevention”