Quality Improvement Project to Manage Workplace Violence in Hospitals: Lessons Learned

The study of workplace violence has focused on quantifying the problem and profiling perpetrators and victims. Intervention studies are scarce. The diverse nature of violence risk in hospitals highlights the need for broad training in risk recognition and de-escalation.

A violence management program was piloted on a general medical unit following staff requests for measures to protect them from patient and visitor violence.

An independent pre/posttest design measured changes in participant knowledge. The Staff Observation Assessment Scale Revised (SOAS-R) was used for data collection on aggression pre- and postimplementation.

The violence management training program included in situ simulation training in de-escalation techniques.

Knowledge of de-escalation techniques to reduce violence risk increased. Important lessons were learned for ongoing program implementation.

Violence management programs can lead to more effective risk management. Instruments to collect data on aggression should be linked to mandatory incident reporting, and existing behavioral response teams should be involved in incident tracking.