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Workplace Violence Training Program
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.
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?
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!!!”
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?
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.
Scenario 3 – Irate Patient
1. Does this scenario constitute as workplace violence, even though it took place in the parking lot?
2. What could Sarah have done to increase her personal security?
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!”
Scenario 4 – Verbally Abusive Manager
1. Is Sandra’s manager acting appropriately in this situation? Why or why not?
2. Given that the abuser is Sandra’s manager, who should she report this incident to?
Workplace Violence Policy
Bill 168: Workplace Violence & Harassment
As of June 15, 2010 it is law that:Employers have a workplace violence policyEmployers provide training to employees
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
Purpose:
Understanding and awareness
Access to assistance
Who to contact with complaint
Available resources
HFHT Commitment: Safe workplace
Investigating allegations
Taking action
Providing support
Providing appropriate resources
Definitions
Workplace
Workplace violenceExamples
Threatening behaviour Verbal or written threats Physical attacks Any act that arouses fear
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
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?
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
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?
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
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?
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
VIDEOS
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
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)
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
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
WORKPLACE VIOLENCE INCIDENT REPORTING FORM
Confidentiality
Strict confidentiality is required
All parties involved with an incident must not disclose any details, except where appropriate
Gossip will not be tolerated
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.
Investigation
The Support Services Manager will meet as soon as possible to discuss options
Anonymous Complaint
Formal Complaint
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
False Accusations
If investigation results indicate false accusation knowingly or in malicious manner, the complainant will be subject to appropriate sanctions
Complaint Resolution Alternatives
Victim has right to pursue concerns through alternative forums
Assistance
Anyone with questions or concerns is encouraged to contact the Support Services Manager
Kate Rennick (905-667-4870) [email protected]
Training
All employees are required to participate in yearly training
Training will also be made available to practice staff and physicians
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.
Related Policy
Workplace Harassment, Discrimination and Abuse
QUESTIONS???????
MEMBERS OF THE JOINT HEALTH & SAFETY COMMITTEE
Kate Rennick – Manager Co-ChairWanda Kelly – Worker Co-Chair
Tracy HusseyJohn Melnik
Aaron RandallFernanda ColettoDenika Andrews