Rudeness/Incivility, Aggression or Violence Against Healthcare Workers in an Ophthalmic Emergencies Unit.
Conditions
Keywords
Incivility, Rudeness, Aggression, Violent act, Healthcare workers, Emergency unit
Brief summary
At the hospital, the attacks against health professionals are becoming commonplace, making working conditions difficult. The ophthalmological emergencies are a perfect testing ground to evaluate the effectiveness of a series of original actions to prevent the occurrence of violence against healthcare workers. The main objective is to measure the impact of an integrated prevention of the occurrence of antisocial behavior or attacks against the healthcare workers. The prevention program combines five interventions (steps): 1) a computer sorting algorithm and specific screens for calling patients in waiting rooms, 2) a clear signage to direct patients between waiting rooms, treatment rooms and administrative et medical offices, 3) Posts information on the activity of emergency services displayed on screens, in the waiting rooms, 4) a mediator/go-between/conciliator, 5) and a dummy surveillance camera. This is an interrupted time series study. All patients admitted to the ophthalmological emergency unit of a university hospital located in Lyon, France, are included in the study, from June 2013 to Sept 2015
Interventions
None listed
Sponsors
Hospices Civils de Lyon
Study design
Time perspective
PROSPECTIVE
Eligibility
Sex/Gender
ALL
Healthy volunteers
No
Inclusion criteria
* Patient admitted to the ophthalmologic emergency unit No
Design outcomes
Primary
| Measure | Time frame | Description |
|---|---|---|
| Proportion of patients (or their attendants) who committed a rudeness/incivility or aggression or violence against healthcare workers. | Patients will be followed for the duration of the ophthalmic emergency unit stay, an expected average of 2 hours. | When seeking to characterize the violent behavior, three levels of increasing aggressiveness are typically distinguished: a) incivility i.e. the lack of respect for others characterized by relatively mild acts, b) physical or verbal aggression (insults, threats, assault), and c) the violent act. |
Secondary
| Measure | Time frame | Description |
|---|---|---|
| Occurrence of antisocial behavior or assaults against other patients or carers attending the ophthalmological emergencies. | Patients will be followed for the duration of the ophthalmic emergency unit stay, an expected average of 2 hours. | Proportion of incivility or assaults against other patients or attendant present (number of incivility or assaults on the number of patients admitted to the emergency) |
| Waiting times for patients | Patients will be followed for the duration of the ophthalmic emergency unit stay, an expected average of 2 hours. | Average waiting times for patients with ophthalmic emergencies before they were taken care of by a doctor. |
| Stress of healthcare personnel | 30 minutes | Stress at work of health personnel engaged in an ophthalmic emergency unit measured by the Karasek questionnaire. 30 mn are necessary to complete the questionnaire. |
| Satisfaction of patients | Patients will be followed for the duration of the ophthalmic emergency unit stay, an expected average of 2 hours. | — |
Countries
France
Outcome results
None listed