UHS Finds Success in Using De-escalation Training to Address Workplace Violence
De-escalation of potentially violent incidents is a key component of ensuring the safety and well-being of patients and staff and providing compassionate, patient – centered care.
Universal Health Services (UHS), one of the nation’s largest and most respected providers of hospital and healthcare services and which owns Aiken Regional Medical Center, is finding success through an inclusive culture that involves more staff in helping address workplace violence. UHS has more than 400 acute care hospitals, behavioral health facilities and ambulatory centers across the U.S., Puerto Rico and the U.K.
Workplace violence in hospitals is a significant issue that affects the safety and well-being of healthcare workers, patients, and visitors. Understanding the causes, types, impact, and strategies for prevention and management is crucial for creating a safer work environment. When risk factors can be identified, risk of assault can be prevented or minimized if employers take appropriate precautions. Regional Vice President of Operations of the UHS Behavioral Health Division, John Willingham, and his team have done just that. Willingham says that in most cases acute care hospitals rely on traditional security guards. “All of our team members are security,” he said. The inclusive culture at UHS supports de-escalation of security incidents because, in that moment, everyone is working to de-escalate.
In stressful environments where there is a potential for escalating conflicts among patients, families, and healthcare providers, miscommunication and emotional distress can lead to heated arguments and physical confrontations. De-escalation techniques are implemented in daily practice at UHS. Regina McDonald, ADON/Staff Development at UHS, believes violence is a form of communication. “My personal way to begin de-escalating is to ask, ‘what can I do for you right now,’” she said. That gives the person a way out and a means to calm down, she said.
The UHS de-escalation program was structured around three key components: training, environment, and support. De-escalation training, offered to all team members who have direct patient interaction, emphasizes active listening, empathy, non-verbal communication, and conflict resolution.
Greg Schlangan, RN, MS, CPHQ, Chief Operating Officer/Director of Quality Improvement at UHS, is a proponent of early intervention. According to Schlangan, a treatment team is crucial in identifying high risk patients early, before it gets too serious, and a member of the treatment team is present during every de-escalating situation.
As team members continue to use de-escalation and escalation prevention techniques, data has shown a decrease in occurrences. Nurses reported fewer confrontations with patients’ families, doctors found that their patients were more cooperative, and security staff noticed a drop in the number of violent incidents. Patient satisfaction scores soared. Staff morale improved, with employees feeling better equipped to handle the stresses of their jobs.
UHS understands de-escalation isn’t just a skill for conflict resolution; they believe it is a vital component of leadership and team dynamics. Through collaboration, training, and leaders who understand the profound impact of de-escalation, UHS is creating a safer work environment one day at a time.