Your front desk team is likely to encounter angry patients from time to time, but when patients get violent, things can take a very stressful — and dangerous — turn. In some cases, that may mean your front desk team is confronted by someone with a weapon. Unfortunately, active shooter incidents have occurred at several […]
The sooner you can de-escalate angry patients, the better it will be for everyone in your office. The key is to ask questions that will ease their tension and create a calmer environment. Consider the following examples of questions that can help when you’re figuring out how to deal with angry patients. 1. Identify Common […]
Anger is a natural emotion that affects everyone now and then, but when an angry patient comes to your front desk, the repercussions can be serious. Not only can dealing with stressed-out patients make it hard for your front desk team members to do their jobs, but having someone cause a scene in your waiting […]
You may not want to think about an active shooter threat at your practice, but not taking the time to prepare can be deadly. Just by working in healthcare you are at an increased risk of harm. Nearly 75% of workplace assaults occur in healthcare settings, and healthcare continues to be one of the most […]
Even before the recent pandemic, healthcare workers were four times more likely to be the victims of workplace violence than any other industry. Then, you add the fear, anger and stress of the recent COVID-19 outbreak, and the potential risk rises even further. Everyone is a little on edge (healthcare workers and patients alike). Being […]
QUESTION: Although most of our patients are friendly, sometimes we have patients who are hard to manage. In a couple of instances, a staff member got upset, the encounter got loud and the physician had to step in. There must be a better way for us to handle these situations. Anonymous, Sacramento, CA ANSWER: You’re right. How […]
With increased shootings, active shooter training for hospitals is critical. Hospitals and various other healthcare organizations are increasingly developing response plans for handling these incidents and protecting both hospital staff and patients with active shooter training for hospital employees. Does your healthcare facility have such a plan in place? Do you, and other people you […]
The Emergency Preparedness Rule final rule establishes standards to help you demonstrate that you stand ready for some of the frightening scenarios that can compromise the wellbeing of your patients. And the consequences of not complying can be as severe as...