Increasing Team Safety and Response to the Threatening Member



 

Bradley Christie, PhD; Laura Ketterman, HEM

https://doi.org/10.7812/TPP/19-039-8

Abstracts from the Kaiser Permanente 2019 National Quality Conference

From Northwest

Background: Health care worker violence or injury rates are 4 to 6 times that of other professions. Every assault has potential “stop” points to de-escalate and/or provide effective care. Assault prevention is not completely effective with standard security or violence-prevention models. Kaiser Permanente Northwest (KPNW) has a co-ownership and joint-responsibility model that addresses and integrates the quality, service, security, and clinical elements, which all contribute to risk solutions including: Staff reporting, notifications, preparations, with shared safety and care briefings for high-risk incidents, along with health care focused de-escalation and defense training.
Methods: The KPNW program is building data dashboards, and best-practice standards from clinical, security, and quality sources. Population data sets are being collected including injuries, reported incidents and levels, alongside training efforts with pre-post measures (showing a marked improvement in usability and support of our training efforts). This integrative approach supports member relations, quality, service data, patient and staff satisfaction data, and although quantitative data sets are difficult to measure, this integrative approach is built as a broad-based preventive strategy that supports improving security data outcomes and reducing the need for a traditional security “fix the problem” approach.
Results: The KPNW has experienced 4- to 5-fold increases in reporting potential and actual threat events with fewer unmanaged events, lower injury data, reduced charting of events, with increased staff satisfaction of threat management and team support.
Discussion: In this session we will discuss how an integrated culture of threat management and safety influences the reporting, response, and risk-reduction strategies for provider teams while also increasing member satisfaction and clinical outcomes. The elements of safe engagement include reporting any incident however minor, with clear response and support processes for safety needs, service recovery efforts, and a threat management response. We will provide safety and support tips, scenario reviews, and team engagement strategies.

Abstracts from the Kaiser Permanente 2019 National Quality Conference

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