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TRANSCRIPT
© Zeal Solutions 2007
Structure/Overview
Brief overview of consequences of work-related aggression and violence
Importance of social support, especially management support
The RCN sponsored risk assessment project
Risk-assessment – risk management for work-related violence
The importance of evidence
© Zeal Solutions 2007
Impact of violence
Stress reactions Poorer general health Anxiety Psychosomatic symptoms Isolation Loneliness Deterioration of relationships Concentration problems Impaired problem solving capacity Reduced self confidence Absence Diminished work satisfaction Fear reactions Post traumatic stress Burnout
Impact of violence
© Zeal Solutions 2007
Mean JS OC ItQ PSS CBO CIS
Verbal (not at you) 5.12
Verbal at you: alcohol / drugs 4.15
Verbal at you: predisposing condition
3.31
Verbal at you: no mitigation 3.22 Threatening behaviour 3.06
Physical assault 1.76 Racial abuse 1.44
% variance explained 3 11 8 4 12 13
The potency of support
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The potency of support
© Zeal Solutions 2007
JS OC ItQ PSS CBO CIS
Non management
Management
% variance explained 12 13 24 11 18 8
Develop a risk assessment tool for Work-Related Violence (WRV)
Greater support to representatives – conducting high quality risk assessments
Improve consistency, reliability and quality of data gathering and information management
Improve individual and collective capability for dealing with WRV
RCN: Risk assessment project
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Your help…
Stress reactions Poorer general health Anxiety Psychosomatic symptoms Isolation Loneliness Deterioration of relationships Concentration problems Impaired problem solving capacity Reduced self confidence Absence Diminished work satisfaction Fear reactions Post traumatic stress Burnout
© Zeal Solutions 2007
Example items
“I like helping people and sorting out any problems.”
“I started out wanting to help people personally but I’ve changed and become harder.”
“I have become more cynical to people and more mistrustful.”
“I have become impersonal in contacts with customers.”
“I don’t smile as much.”
“I have become indifferent about what happens to customers.”
“It’s a ‘them’ and ‘us’ situation between LU staff and the travelling customers.”
“I really enjoy talking to customers.”
“I don’t want to talk with people but want to withdraw.”
© Zeal Solutions 2007
Exercise
The key question: How does violence affect the quality of the relationship between a patient and a member of healthcare staff?
Your help: how can we measure, understand better this relationship: Complete the proforma Discuss your responses with the person next to you Can you generate any further ideas together
© Zeal Solutions 2007
Model for RA & RM
RISKHazards
RISK FOR VIOLENCE
Harm
IMPACT ON OUTCOMES
Things that make a difference
PRIMARY SECONDARY TERITIARY
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Rationale
Interventions to manage WPV require reliable & systematic evidence regarding: Nature of violence experienced Damage caused (health & operational terms) Identification of any moderating or
exacerbating factors Evidence informs nature & design of
interventions e.g. training, post-incident response, etc.
Risk assessment offers framework for gathering evidence
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