Mediation, Violent Aggressive Behavior
Conditions
Brief summary
Violence in the workplace is becoming a serious phenomenon in the contemporary world of work. Hospital staff, like any employee working in contact with the public, is particularly exposed to this violence. In emergency departments, the number of patients treated and their heterogeneity, the problems of communicating with healthcare professionals, and waiting times, favor conflict situations. In the already tense context of the emergencies, the incivilities or violent acts have an impact on the well-being of professionals. In order to prevent these situations of violence, a solution could be to integrate a professional with specific skills into the teams to perform mediation functions between caregivers and patients. The aim of the study is to evaluate the impact of the presence of a mediator in emergency services on personal (verbal or physical) attacks on professionals (caregivers, doctors, administrative staff).
Interventions
BEHAVIORALPresence of a mediator in the emergency departments
The mediator tasks are : * Be available to patients who can solicit him and respond to their requests for information, in particular on the organization of the emergency departments and on waiting times * Have a proactive attitude towards patients showing nervousness signs * Report patients expressing the will to leave the emergency departments before medical care * Manage conflicts between patients / accompanying persons and emergency staff and also between patients.
Sponsors
Hospices Civils de Lyon
Study design
Observational model
COHORT
Time perspective
PROSPECTIVE
Eligibility
Sex/Gender
ALL
Age
18 Years to No maximum
Healthy volunteers
No
Inclusion criteria
* Patient aged 18 years or older. * Registered at the reception of the emergency department between 8 am and 8 pm, excluding bank holidays.
Exclusion criteria
* Patient with psychiatric disorders or impairment of judgment related to the taking of toxic substances. * Patients requiring medical care in less than 30 minutes (sort code).
Design outcomes
Primary
| Measure | Time frame | Description |
|---|---|---|
| Incidence of violence or aggression by patients directed towards emergency staff | During the patient stay in the emergency department, an average of 3 hours, up to 8 hours. | The violence or aggression will be collected by professionals of the emergency department. They will be classified in 4 levels of gravity. |
| Incidence of violence or aggression by patients's accompanying persons directed towards emergency staff | During the patient stay in the emergency department, an average of 3 hours, up to 8 hours. | The violence or aggression will be collected by professionals of the emergency department. They will be classified in 4 levels of gravity. |
Countries
France
Outcome results
None listed