Workplace Violence Training Program

1. Workplace Violence Training Program

2. 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.

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

4. 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!!!”

5. Scenario 2 – Angry Office Staff • Does this scenario constitute as workplace violence? Why or why not? • If you are a fellow front staff worker and witnessed this incident, what should you do?

6. Scenario 3 – Irate Patient • Sarah is a front staff worker at a physician’s 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.

7. 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?

8. 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 8:30 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, Sandra’s manager calls her into his office, closes the door and begins yelling at her: telling her “you’re good for nothing,” “why did I even hire you,” “could you be any more useless?,” “one more strike and you’re FIRED!”

9. Scenario 4 – Verbally Abusive Manager • Is Sandra’s manager acting appropriately in this situation? Why or why not? • Given that the abuser is Sandra’s manager, who should she report this incident to?

10. Workplace Violence Policy

11. 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

12. 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

13. Purpose: • Understanding and awareness • Access to assistance • Who to contact with complaint • Available resources

14. HFHT Commitment: • Safe workplace • Investigating allegations • Taking action • Providing support • Providing appropriate resources

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

16. 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

17. 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?

18. 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

19. 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?

20. 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

21. 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?

22. 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

23. VIDEOS

26. 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

27. 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)

28. 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

29. 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

30. WORKPLACE VIOLENCE INCIDENT REPORTING FORM

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

32. 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.

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

34. 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

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

36. Complaint Resolution Alternatives • Victim has right to pursue concerns through alternative forums

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

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

39. 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.

40. Related Policy • Workplace Harassment, Discrimination and Abuse

41. QUESTIONS???????

42. MEMBERS OF THE JOINT HEALTH & SAFETY COMMITTEEKate Rennick – Manager Co-ChairWanda Kelly – Worker Co-ChairTracy HusseyJohn MelnikAaron RandallFernanda ColettoDenika Andrews