Skill Enhancement Program on Management of Violence Authors: FOK Kwok Keung, Andy WM, LEE Yun Sang APN, MA Sze Lok RN, TING Kwok Sai RN, YUEN Kwok Kuen APN Presenter: TING Kwok Sai RN (Psy) Castle Peak Hospital HA Convention 2012 8 th May 2012
Skill Enhancement Program on
Management of Violence
Authors: FOK Kwok Keung, Andy WM,
LEE Yun Sang APN,
MA Sze Lok RN,
TING Kwok Sai RN,
YUEN Kwok Kuen APN
Presenter: TING Kwok Sai RN (Psy)
Castle Peak Hospital
HA Convention 2012
8th May 2012
Hospital workers are at high risk for
experiencing violence in the workplace.
Violent acts (including physical assaults
and threats of assaults) directed toward
persons at work or on duty.
Violence may have negative
organizational outcomes.
Workplace violence are common
occurrence in psychiatric setting.
Background
3-level training program (Physical Intervention) on management of violence since 2000.
Other training elements are included in a half-day seminar only. (e.g. predictive measures, de-escalation skill……)
Establish and conduct a “Skill Enhancement Program on Management of Violence”
To establish a
new perspective
to manage
workplace
violence.
To make the
frontline staff
understand the
importance of
respectful
attitude.
To prepare
dealing with the
consequences of
violence.
Program design
Skill Enhancement
Program
Sharing Session Evaluation
questionnaire
All clinical staff
Customer service
Conflict resolution
Legal consideration
De-briefing
Soft Tools
Positiv
e
Attitu
de
Manag
e
Self-e
motio
n
Inte
rpe
rsona
l
Skills
Com
munic
atio
n
Building Trust Relationship
Collaboration
Negotiation Skills
Mediation Skills
Competence
Confidence
Awareness
Enhance the rapport
Minimize the impact
100.0%
84.7%
83.3%
86.4%
76.1%
79.1%
80.2%
100.0%
90.0%
86.1%
86.3%
80.3%
80.2%
97.5%
Affirmed the benefits of good customer
services
Enhanced their customer service skills and
working capability
Better understanding of the relationship
between complaint and violence
Ameliorated their complaint management skills
Got better knowledge and ability in handling
legal issues
Enable them to perform effective de-briefing
Increased confidence on management of
workplace violence
2010 2011
2009 2010
2011
No. of Restraints per year
↓ 25.2%
No
. o
f re
str
ain
t
Conduct a pilot study to find out the
correlation between restraint rate and
effectiveness of the program.
Continuing revision of the program
content to meet the service needs.
Consider becoming a formal and
regular training for frontline staff.
Make it better and better.