As we continue our (hopefully not futile) attempts to peel back the layers of the current Joint Commission survey process, I think it is of great importance to pay close attention to all the various blogs and missives emanating from the mothership in Chicago. While the information shared in this is not “enforceable” as a standard, it does seem that a lot of the general concepts manage to find their way into the practical administration of accreditation surveys. And since we know with a fair degree of certainty that the physical environment is still going to be somewhere in their default survey setting, I wanted to bring to your attention a recent (April 25) blog posting from Ann Scott Blouin, TJC’s Executive VP of Customer Relations, that focuses on the management of workplace violence .
The blog suggests focusing on a couple of key elements (none of which I would have any disagreement):
- Personal risk factors
- De-escalation education for all staff
- Development of a workplace violence prevention plan
- Enforcing zero tolerance for violence/bullying
I know from my own experience that de-escalation education for all staff is not nearly as widespread as I think it should be. Elements of de-escalation technique should be included in basic customer service education for pretty much anybody in a service job, regardless of the industry. I see way too many ticked-off people floating around—I’m entirely certain why folks seem to be so primed to vent/fume/fuss, etc. (I have some theories, only some of them based on the influence of certain elements of popular culture), but there has very clearly been a reduction in patience levels in far too many encounters.
At any rate, as another brick in the accreditation wall, I think you would be well-served to check out Ms. Blouin’s blog posting; ostensibly, it is aimed at organizational leadership, but hey: Are we not leaders?