Workplace Violence Training Program

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Workplace Violence Training Program
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Scenario 1 Theft

• A man follows a patient into a very busy
  three-physician office on a Monday morning. The
  man is not a patient and none of the front staff
  notice the man because of how busy the waiting
  room and office are. The man finds a chair in
  the waiting room near the door that leads to the
  reception area and the examination rooms. The
  man has a clear view into the reception area and
  notices a couple of purses on the ground just
  past the door. When the coast is clear, the man
  grabs both purses and runs out of the office with
  them.

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Scenario 1 Theft

1. How does this scenario constitute as workplace
   violence?
2. What are some potential prevention measures that
   could be taken to prevent this sort of incident
   from happening again?

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Scenario 2 Angry Office Staff

• Jeff is a pharmacist who works in one clinic with
  three doctors. He works on Thursdays and
  Fridays. The front reception staff generally
  deals with booking patients for Jeff. Lately,
  Jeff has started booking patients and
  rescheduling himself, when needed. Today, Jeff
  arrived at the office where he is met with a very
  angry office staff member who has been dealing
  with a schedule mix up. Jeff is double booked
  and the patients involved have been giving the
  receptionist a very hard time. In her
  frustration, the receptionist stops Jeff, throws
  a pen at him and raises her voice, shouting you
  should not be touching the schedule without
  running it by me first!!!

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Scenario 2 Angry Office Staff

1. Does this scenario constitute as workplace
   violence? Why or why not?
2. If you are a fellow front staff worker and
   witnessed this incident, what should you do?

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Scenario 3 Irate Patient

• Sarah is a front staff worker at a physicians
  office within the Family Health Team. A patient
  arrives today for an appointment regarding a
  recent diagnosis of type 2 diabetes. The patient
  explains that he was upset regarding how he was
  spoken to on the phone about his diagnosis. He
  claims that Sarah gave him the diagnosis when she
  should not have, and is very upset that the
  doctor did not call him personally as he had
  tried to call in several times. The patient then
  waits until Sarah leaves for the day, follows her
  to the parking lot and forcefully pushes her onto
  her car.

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Scenario 3 Irate Patient

• Does this scenario constitute as workplace
  violence, even though it took place in the
  parking lot?
• What could Sarah have done to increase her
  personal security?

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Scenario 4 Verbally Abusive Manager

• Sandra is an administrative staff member at the
  Hamilton Family Health Team and is responsible
  for setting up the audio/visual equipment for a
  very important meeting beginning at 830 this
  morning. Although Sandra left in plenty of time
  to get to work, she unfortunately ran into
  traffic on the highway. Sandra arrived 10
  minutes late for the meeting and she rushed to
  set the equipment up as fast as she could. Her
  manager is not happy. After the meeting,
  Sandras manager calls her into his office,
  closes the door and begins yelling at her
  telling her youre good for nothing, why did I
  even hire you, could you be any more useless?,
  one more strike and youre FIRED!

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Scenario 4 Verbally Abusive Manager

• Is Sandras manager acting appropriately in this
  situation? Why or why not?
• Given that the abuser is Sandras manager, who
  should she report this incident to?

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Workplace Violence Policy
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Bill 168 Workplace Violence Harassment

• As of June 15, 2010 it is law that
• Employers have a workplace violence policy
• Employers provide training to employees

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Introduction

• Any act of violence is unacceptable and will not
  be tolerated
• Abuse in any form erodes the mutual trust and
  confidence that are essential to well functioning
  teams

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Purpose

• Understanding and awareness
• Access to assistance
• Who to contact with complaint
• Available resources

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HFHT Commitment

• Safe workplace
• Investigating allegations
• Taking action
• Providing support
• Providing appropriate resources

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Definitions

• Workplace
• Workplace violence
• Examples
• Threatening behaviour
• Verbal or written threats
• Physical attacks
• Any act that arouses fear

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Categories of Workplace Violence

• Type I
• Perpetrator has no relationship to organization
• Type II
• Patient to staff staff to patient
• Type III
• Worker to worker
• Type IV
• Personal relationship to worker

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Categories of Workplace Violence

• The first one has Rachel playing a patient and
  Aaron playing a physician
• Q1 What type does this example fall under?
• Q2 What could have done to prevent this
  incident and what resolution could there be?

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Categories of Workplace Violence

• Type I
• Perpetrator has no relationship to organization
• Type II
• Patient to staff staff to patient
• Type III
• Worker to worker
• Type IV
• Personal relationship to worker

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Categories of Workplace Violence

• The next one we have is Annette playing a
  practice administrator and Elka playing a
  patient.
• Q1 What type does this example fall under?
• Q2 What could have done to prevent this
  incident and what resolution could there be?

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Categories of Workplace Violence

• Type I
• Perpetrator has no relationship to organization
• Type II
• Patient to staff staff to patient
• Type III
• Worker to worker
• Type IV
• Personal relationship to worker

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Categories of Workplace Violence

• The last has Simran playing a Health Care
  Professional and Emma playing a practice admin
  staff
• Q1 What type does this example fall under?
• Q2 What could have done to prevent this
  incident and what resolution could there be?

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Categories of Workplace Violence

• Type I
• Perpetrator has no relationship to organization
• Type II
• Patient to staff staff to patient
• Type III
• Worker to worker
• Type IV
• Personal relationship to worker

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VIDEOS
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(No Transcript)
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Prohibited Conduct

• No employee shall subject any other person to
  workplace violence or condone workplace violence
• Any employee contributing to workplace violence
  may be subject to appropriate disciplinary action

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Management Responsibilities

• Managers are required to
• Act respectfully
• Minimize risk of occurrence
• Promote non-violent workplace
• Explain policy
• Identify training needs
• Ensure employees know who to contact with
  questions/concerns
• Ensure own safety in case of incident, then
  report incident
• Ensure process for identifying potentially
  violent patients
• Ensure security and safety of all parties
  involved during incident
• Ensure appropriate medical treatment is sought
  (if needed)

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Employee Responsibilities

• Employees are required to
• Act respectfully
• Ensure appropriate medical treatment is sought
  (if needed)
• Ensure safety during incident, then report to
  appropriate authority
• Cooperate during investigation/resolution
• Report incident if seen or heard
• Monitor compliance of identification process for
  potentially violent patients

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Complaint Procedure

• Report incident to Support Services Manager
• If witnessed or became aware of incident, also
  report to Support Services Manager
• Untrue allegations will be subject to
  disciplinary action
• Incident Report Form available on HFHT intranet

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WORKPLACE VIOLENCE INCIDENT REPORTING FORM
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Confidentiality

• Strict confidentiality is required
• All parties involved with an incident must not
  disclose any details, except where appropriate
• Gossip will not be tolerated

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Non-Retaliation

• Complainant is neither penalized nor subjected to
  any prejudicial treatment as a result of making
  the complaint.
• Disciplinary action will be taken against any
  person who takes any reprisal against a person
  who reports workplace violence.

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Investigation

• The Support Services Manager will meet as soon as
  possible to discuss options
• Anonymous Complaint
• Formal Complaint

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Record Keeping

• Documents will be securely stored for two years
  from the date of the incident
• Documents will be securely stored for longer than
  two years when appropriate
• Disciplinary action will be noted in employee file

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False Accusations

• If investigation results indicate false
  accusation knowingly or in malicious manner, the
  complainant will be subject to appropriate
  sanctions

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Complaint Resolution Alternatives

• Victim has right to pursue concerns through
  alternative forums

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Assistance

• Anyone with questions or concerns is encouraged
  to contact the Support Services Manager
• Kate Rennick (905-667-4870)
• kate.rennick_at_hamiltonfht.ca

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Training

• All employees are required to participate in
  yearly training
• Training will also be made available to practice
  staff and physicians

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THERE IS A TEST!!!!!!!

• Yes there is a test that must be completed that
  is meant to demonstrate each employees
  understanding of the material and the policy
  itself.
• Please complete it as soon as possible while the
  information is fresh in your mind.

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Related Policy

• Workplace Harassment, Discrimination and Abuse

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QUESTIONS???????
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MEMBERS OF THE JOINT HEALTH SAFETY
COMMITTEEKate Rennick Manager Co-ChairWanda
Kelly Worker Co-ChairTracy HusseyJohn
MelnikAaron RandallFernanda ColettoDenika
Andrews