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| No. 20 | 
Oct 28, 2009, 08:49 PM
 Re: Customer Violence
And to be honest, now I've re-read the OP's question about "customers". 99% of visitors or family members are not paying the bill. As I work on a medicare/medicaid floor these sort of "customers" are rare to non-existent. Therefore they are not the customers are they?
If you are being 100% honest and say you want a zero tolerance policy towards physical aggression then you'll just do what the rest of the world does when someone whacks a staff member, call the cops, let the staff member involved press charges when necessary which won't hurt any of your "customers".
 | | Advertisement Sponsored Links | | | | No. 21 |
Oct 28, 2009, 09:21 PM
Re: Customer Violence
Ok...I have to share this...
I was on my knees talkin to "Jane" (a sweet ol' lady who woke up when we decreased her seroquel, put her on some scheduled Tylenol and got her a geri-chairL) while I was assessing her feet. She reached down, grabbed a fist full of hair with her left hand and started hittin me upside the head with her right. I just about died laughing. She weighs all of about 90lbs. Played handbells in her church about a hundred years ago...she would be mortified. I guess that qualifies as physical abuse, eh? It was so dang cute tho.
| | No. 23 |
Oct 28, 2009, 09:53 PM
Re: Customer Violence
the biggest problem is the management mindset.
These are not CUSTOMERS. They are PATIENTS. Customers actually pay for things.
We need to have a sign at the entrance of the hospital. "Zero violence zone; threaten or assault our staff, and you get a free ride to the county lock up. WE PROSECUTE."
| | No. 24 |
Oct 28, 2009, 10:54 PM
Re: Customer Violence Originally Posted by nytenurse2  I am working with a focus group on a policy to address customer violence. Our nurses have encountered covert acts of violence from family members which have increased over the past few months. Our organization prides itself in customer service but we need to be supportive off our staff and excellent patient care by implementing a zero-tolerance policy for violence. Does anyone have a policy (that you would be willing to share) that addresses customer violence. Thank you in advance.
First off, I think it's great you are working on this.
I am a little confused, though. Does your hospital have a policy permitting vilolence now? Violence, generally speaking, is a crime, which makes it a police matter.
I have also seen mention in this thread of managers "allowing" nurses to inolve police in what is clearly a legal matter. What possible input could a manager have?
If somebody commits a crime against you, call the police. If you are being assaulted, defend yourself in whatever way you are able. Whether you are in the hospital hallway or parking lot, is irrelevant.
To the OP: Good luck in your endeavor, and please post a a follow up with what your committe comes up with. Do you currently have a policy, and if so, can you outline it?
| | No. 25 |
Oct 29, 2009, 04:24 AM
Re: Customer Violence
I worked in a large county hospital in the ED for many years and we saw about 400 patients per day. We had our own security on at all times and we also had off duty police officers on duty. When we were threatened, the police on duty were called and the person in question was escorted out of the building. If you were physically assaulted, the person was placed under arrest and the staff member had to make the decision to file charges or not. If not, they escorted the person out of the building. If you wanted to press charges, police were called, you gave your statement and they took the person to jail. Now, as to the judge, that was another matter. If they had a psych history, usually the charges were dropped. The security staff were available for any part of the hospital at any time as were the off duty police.
At the hospital where I work now, as a cost savings they got rid of the police officers and hired a private security firm which is no help at all because they are not allowed to touch a patient. So I carry my .38 in my purse. I have a very loud, direct Texas accent and when I threaten to call the police myself, the visitor (who is the one we usually have trouble with) then shuts up and sits down. We have had very few of these incidents on our unit (med surg). Most of our patients are very elderly and this is a small community where you know everyone so it is much safer here. But they still have to call for help in the psych unit and in the ED.
| | No. 27 |
Oct 29, 2009, 06:08 AM
Re: Customer Violence Originally Posted by nerdtonurse? the biggest problem is the management mindset.
These are not CUSTOMERS. They are PATIENTS. Customers actually pay for things.
We need to have a sign at the entrance of the hospital. "Zero violence zone; threaten or assault our staff, and you get a free ride to the county lock up. WE PROSECUTE."
Nice idea, poor execution.
I've gone into restaurants that have something similar outside their door. My first impression is.........."What are the doing wrong that people feel the need to get loud about it?" I couldn't help but wonder what had been going on that they needed to take such an aggressive stance.
Then my radar is up, trying to see why people were so unhappy with them. So, every little deviation seemed larger than it actually was. I'd see people waiting an extra couple minutes at the cash register and think "I wonder if thats where the problems are?" I'd see a certain waitress standing in the service area making fun of a table of kids who were out of ear shot, but not by much and think "Wonder if someone overheard her talking and something happened."
You don't want your honest/rational patient's/family members first impression of the hospital to be a sign warning people not to hit/bite/curse.
I knew a girl in college who had some..........bad experiences with guys. Anyone who asked her out on a date was given the line "I enjoy dates, but I don't tolerate men who are only after sex or men who hit."
Now, my first impression was................"Does any girl tolerate that, kind of goes without saying doesn't it, what are you doing wrong that you have to verbalize it?" Same thing with the hospital sign.
| | No. 28 |
Oct 29, 2009, 06:31 AM
Re: Customer Violence
I disagree with the way the question is worded. I am a nurse. I take care of patients. If I worked at McDonald's, or a furniture store, or a grocery store etc. I would have customers. There is a difference.
Our institution has a zero tolerance policy. However, we all know that the patients and families can be as abusive as they want to staff and nothing will be done. Should an employee say or do anything it is a horse of a different color. If you are a management suck up you make get a day or two off. If you don't suck up then you will be fired.
Our hospital instituted a "code gray". When an employee becomes aware of a situation that can lead to violence then security is to contacted. Security is supposed to do frequent walk-bys and make their presence known. However, the Barney Fife types they hire are tiny little people that carry no type of weapon. And like all departments they are severely understaffed. At night there is one roaming around in a truck scanning in at checkpoints, there is one answering the phones (no operator at night), and there is one posted by ER.
I learned quickly that patients admitted with "pancreatitis" means that they could have pancreatitis but more likely have a substance abuse probem. I turned a corner in time to see an acute pancreatitis patient grab a nurse by the hair, swing her around, and slam her into the wall. He needed a drink and she must have left her bottle at home I guess. I have witnessed a cardiothoracic surgeon push nurses hard enough for them to land on the floor outside the room. I informed my nurse manager I would call the police if any of those things happened to me and press charges. Her response? "You won't have a job here then. That doctor is far more important than you are. And if you call the police on a patient then you violate HIPPAA The hospital will make sure are fined, go go jail, and lose your license."
Licensed be darned... I'd call the police. The policies here do not protect staff.
| | No. 29 |
Oct 29, 2009, 07:05 AM
Re: Customer Violence Originally Posted by UnionRN2 I disagree with the way the question is worded. I am a nurse. I take care of patients. If I worked at McDonald's, or a furniture store, or a grocery store etc. I would have customers. There is a difference.
Our institution has a zero tolerance policy. However, we all know that the patients and families can be as abusive as they want to staff and nothing will be done. Should an employee say or do anything it is a horse of a different color. If you are a management suck up you make get a day or two off. If you don't suck up then you will be fired.
Our hospital instituted a "code gray". When an employee becomes aware of a situation that can lead to violence then security is to contacted. Security is supposed to do frequent walk-bys and make their presence known. However, the Barney Fife types they hire are tiny little people that carry no type of weapon. And like all departments they are severely understaffed. At night there is one roaming around in a truck scanning in at checkpoints, there is one answering the phones (no operator at night), and there is one posted by ER.
I learned quickly that patients admitted with "pancreatitis" means that they could have pancreatitis but more likely have a substance abuse probem. I turned a corner in time to see an acute pancreatitis patient grab a nurse by the hair, swing her around, and slam her into the wall. He needed a drink and she must have left her bottle at home I guess. I have witnessed a cardiothoracic surgeon push nurses hard enough for them to land on the floor outside the room. I informed my nurse manager I would call the police if any of those things happened to me and press charges. Her response? "You won't have a job here then. That doctor is far more important than you are. And if you call the police on a patient then you violate HIPPAA The hospital will make sure are fined, go go jail, and lose your license."
Licensed be darned... I'd call the police. The policies here do not protect staff.
Not only is your manager in great need of counseling (does her husband beat her at home or something, so she has become diluted into believing it is normal and OK?) but needs to brush up on her interpretation of HIPPA. The local police, being professionals and, when called, on the job..........are perfectly capable of performing their duties without violating HIPPA.
Had one pt. call the police on another who threw a can of soda at her. The police were there, took down the names and info. of everyone involved. The one who threw the soda started with the HIPPA and "where is the concern for my well being?" stuff. It didn't deter the police one bit. And, she behaved the rest of her stay.
In a tight job market, it is harder to answer appropriately to managers like the one you find yourself with. I would make a note of the conversation in writing and turn something into HR though.
As far as thy physician goes............I'd have given him a formal introduction to the pavement, job be damned.
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