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Healthcare professionals trained using the SAFER ASAP program showed improved responses to patient misconduct and bias. This effective communication training is highly recommended by participants.

Keywords:
United Stateshealthcarepatient biaspatient misconduct

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Area of Science:

  • Healthcare Communication
  • Professional Training
  • Medical Ethics

Background:

  • Healthcare workers face misconduct, discrimination, and harassment.
  • Need for consistent and appropriate responses to patient bias and misconduct.
  • Development of the Experience Training, Education, and Coaching (XTEC) team to address these issues.

Purpose of the Study:

  • To discuss communication strategies for responding to patient bias and misconduct.
  • To introduce the SAFER and ASAP communication strategies.
  • To evaluate the effectiveness of the SAFER ASAP training program.

Main Methods:

  • Developed and delivered SAFER ASAP workshops to 2154 healthcare professionals.
  • Conducted 109 face-to-face training sessions over 15 months (Jan 2019-Mar 2020).
  • Utilized discussion- and scenario-based training with pre- and post-tests to assess skill attainment.

Main Results:

  • 71% of participants demonstrated improved response abilities post-training.
  • 92% of respondents would recommend the training to others.
  • SAFER ASAP effectively enhanced participants' skills in handling challenging patient interactions.

Conclusions:

  • The SAFER ASAP program is an effective communication training intervention.
  • The training empowers healthcare professionals to respond to patient and visitor bias and misconduct.
  • The program shows significant positive outcomes in skill development and participant satisfaction.