I’ve been watching this whole thing unfold for a really long time and I continue to be curious as to when the subject of managing workplace violence moves over into the survey of the physical environment. I think that, as an industry, we are doing a better job of this, perhaps as much as a function of identifying the component issues and working them through collaboratively as anything, but I don’t know that the data necessarily supports my optimistic outlook on the subject. One think I can say is that our friends at the Occupational Safety & Health Administration are going to be closing out the comment period soon (April 6, to be exact) on whether or not they need to establish an OSHA standard relative to preventing violence in healthcare and social assistance—if you have something to add to the conversation, I would encourage you to do so.
I do think that there are always opportunities to more carefully/thoughtfully/comprehensively prepare the folks on the front lines as they deal with ever greater volumes of at-risk patients (a rising tide that shows little or no sign of abating any time soon). They are, after all, the ones that have to enforce the “law,” sometimes in the face of overwhelming mental decompensation on the part of patients, family members, etc. As an additional item for your workplace violence toolbox, the American Society for Healthcare Risk Management has developed a risk assessment tool (with a very full resource list at the end) to help you identify improvement opportunities in your management of workplace violence. As I think we all know by now, a cookie-cutter approach rarely results in a demonstrably effective program, but what I like about the tool is it prompts you to ask questions that don’t always have a correct or incorrect response, but rather to ask questions about what happens in your “house.”
This topic somehow brings to mind some thoughts I had recently relative to the recalcitrance of some of my fellow travelers (meaning folks I encounter while traveling and not those that might have been encountered during the era of McCarthyism…) when it comes to following the directions of the TSA folks or other “gatekeepers” who keep things moving in an orderly fashion. I have seen folks in suit and tie pitch an absolute fit because they couldn’t skip to head of the line, had three carry-on bags instead of the allowed two, or had liquids in excess of what is allowed. I understand being a little embarrassed in the moment for the bag thing or the liquid thing, but to give the person who identified the issue a hard time makes no sense to me. And I think that sometimes our frontline staff fall victim to this type of interaction and have to suffer the consequences of an unhinged (OK, that may be a little hyperbolic, but I suspect you know what I mean) patron—even if they don’t have to endure someone taking a swing at them during these moments of tension. There was a day when the customer was always right, but now far too often, the customer is nothing more than an entitled bully and we have to make sure that our folks know we have their backs.