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Workplace Violence Training Program

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Workplace Violence Training Program * As employees, our responsibilities are as follows: act respectfully towards other individuals while at work ensure necessary ... – PowerPoint PPT presentation

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Date added: 11 September 2019
Slides: 43
Provided by: markmc99
Learn more at: http://hamiltonfht.ca
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Title: Workplace Violence Training Program


1
Workplace Violence Training Program
2
Scenario 1 Theft
  • A man follows a patient into a very busy
    three-physician office on a Monday morning. The
    man is not a patient and none of the front staff
    notice the man because of how busy the waiting
    room and office are. The man finds a chair in
    the waiting room near the door that leads to the
    reception area and the examination rooms. The
    man has a clear view into the reception area and
    notices a couple of purses on the ground just
    past the door. When the coast is clear, the man
    grabs both purses and runs out of the office with
    them.

3
Scenario 1 Theft
  1. How does this scenario constitute as workplace
    violence?
  2. What are some potential prevention measures that
    could be taken to prevent this sort of incident
    from happening again?

4
Scenario 2 Angry Office Staff
  • Jeff is a pharmacist who works in one clinic with
    three doctors. He works on Thursdays and
    Fridays. The front reception staff generally
    deals with booking patients for Jeff. Lately,
    Jeff has started booking patients and
    rescheduling himself, when needed. Today, Jeff
    arrived at the office where he is met with a very
    angry office staff member who has been dealing
    with a schedule mix up. Jeff is double booked
    and the patients involved have been giving the
    receptionist a very hard time. In her
    frustration, the receptionist stops Jeff, throws
    a pen at him and raises her voice, shouting you
    should not be touching the schedule without
    running it by me first!!!

5
Scenario 2 Angry Office Staff
  1. Does this scenario constitute as workplace
    violence? Why or why not?
  2. If you are a fellow front staff worker and
    witnessed this incident, what should you do?

6
Scenario 3 Irate Patient
  • Sarah is a front staff worker at a physicians
    office within the Family Health Team. A patient
    arrives today for an appointment regarding a
    recent diagnosis of type 2 diabetes. The patient
    explains that he was upset regarding how he was
    spoken to on the phone about his diagnosis. He
    claims that Sarah gave him the diagnosis when she
    should not have, and is very upset that the
    doctor did not call him personally as he had
    tried to call in several times. The patient then
    waits until Sarah leaves for the day, follows her
    to the parking lot and forcefully pushes her onto
    her car.

7
Scenario 3 Irate Patient
  • Does this scenario constitute as workplace
    violence, even though it took place in the
    parking lot?
  • What could Sarah have done to increase her
    personal security?

8
Scenario 4 Verbally Abusive Manager
  • Sandra is an administrative staff member at the
    Hamilton Family Health Team and is responsible
    for setting up the audio/visual equipment for a
    very important meeting beginning at 830 this
    morning. Although Sandra left in plenty of time
    to get to work, she unfortunately ran into
    traffic on the highway. Sandra arrived 10
    minutes late for the meeting and she rushed to
    set the equipment up as fast as she could. Her
    manager is not happy. After the meeting,
    Sandras manager calls her into his office,
    closes the door and begins yelling at her
    telling her youre good for nothing, why did I
    even hire you, could you be any more useless?,
    one more strike and youre FIRED!

9
Scenario 4 Verbally Abusive Manager
  • Is Sandras manager acting appropriately in this
    situation? Why or why not?
  • Given that the abuser is Sandras manager, who
    should she report this incident to?

10
Workplace Violence Policy
11
Bill 168 Workplace Violence Harassment
  • As of June 15, 2010 it is law that
  • Employers have a workplace violence policy
  • Employers provide training to employees

12
Introduction
  • Any act of violence is unacceptable and will not
    be tolerated
  • Abuse in any form erodes the mutual trust and
    confidence that are essential to well functioning
    teams

13
Purpose
  • Understanding and awareness
  • Access to assistance
  • Who to contact with complaint
  • Available resources

14
HFHT Commitment
  • Safe workplace
  • Investigating allegations
  • Taking action
  • Providing support
  • Providing appropriate resources

15
Definitions
  • Workplace
  • Workplace violence
  • Examples
  • Threatening behaviour
  • Verbal or written threats
  • Physical attacks
  • Any act that arouses fear

16
Categories of Workplace Violence
  • Type I
  • Perpetrator has no relationship to organization
  • Type II
  • Patient to staff staff to patient
  • Type III
  • Worker to worker
  • Type IV
  • Personal relationship to worker

17
Categories of Workplace Violence
  • The first one has Rachel playing a patient and
    Aaron playing a physician
  • Q1 What type does this example fall under?
  • Q2 What could have done to prevent this
    incident and what resolution could there be?

18
Categories of Workplace Violence
  • Type I
  • Perpetrator has no relationship to organization
  • Type II
  • Patient to staff staff to patient
  • Type III
  • Worker to worker
  • Type IV
  • Personal relationship to worker

19
Categories of Workplace Violence
  • The next one we have is Annette playing a
    practice administrator and Elka playing a
    patient.
  • Q1 What type does this example fall under?
  • Q2 What could have done to prevent this
    incident and what resolution could there be?

20
Categories of Workplace Violence
  • Type I
  • Perpetrator has no relationship to organization
  • Type II
  • Patient to staff staff to patient
  • Type III
  • Worker to worker
  • Type IV
  • Personal relationship to worker

21
Categories of Workplace Violence
  • The last has Simran playing a Health Care
    Professional and Emma playing a practice admin
    staff
  • Q1 What type does this example fall under?
  • Q2 What could have done to prevent this
    incident and what resolution could there be?

22
Categories of Workplace Violence
  • Type I
  • Perpetrator has no relationship to organization
  • Type II
  • Patient to staff staff to patient
  • Type III
  • Worker to worker
  • Type IV
  • Personal relationship to worker

23
VIDEOS
24

25
(No Transcript)
26
Prohibited Conduct
  • No employee shall subject any other person to
    workplace violence or condone workplace violence
  • Any employee contributing to workplace violence
    may be subject to appropriate disciplinary action

27
Management Responsibilities
  • Managers are required to
  • Act respectfully
  • Minimize risk of occurrence
  • Promote non-violent workplace
  • Explain policy
  • Identify training needs
  • Ensure employees know who to contact with
    questions/concerns
  • Ensure own safety in case of incident, then
    report incident
  • Ensure process for identifying potentially
    violent patients
  • Ensure security and safety of all parties
    involved during incident
  • Ensure appropriate medical treatment is sought
    (if needed)

28
Employee Responsibilities
  • Employees are required to
  • Act respectfully
  • Ensure appropriate medical treatment is sought
    (if needed)
  • Ensure safety during incident, then report to
    appropriate authority
  • Cooperate during investigation/resolution
  • Report incident if seen or heard
  • Monitor compliance of identification process for
    potentially violent patients

29
Complaint Procedure
  • Report incident to Support Services Manager
  • If witnessed or became aware of incident, also
    report to Support Services Manager
  • Untrue allegations will be subject to
    disciplinary action
  • Incident Report Form available on HFHT intranet

30
WORKPLACE VIOLENCE INCIDENT REPORTING FORM
31
Confidentiality
  • Strict confidentiality is required
  • All parties involved with an incident must not
    disclose any details, except where appropriate
  • Gossip will not be tolerated

32
Non-Retaliation
  • Complainant is neither penalized nor subjected to
    any prejudicial treatment as a result of making
    the complaint.
  • Disciplinary action will be taken against any
    person who takes any reprisal against a person
    who reports workplace violence.

33
Investigation
  • The Support Services Manager will meet as soon as
    possible to discuss options
  • Anonymous Complaint
  • Formal Complaint

34
Record Keeping
  • Documents will be securely stored for two years
    from the date of the incident
  • Documents will be securely stored for longer than
    two years when appropriate
  • Disciplinary action will be noted in employee file

35
False Accusations
  • If investigation results indicate false
    accusation knowingly or in malicious manner, the
    complainant will be subject to appropriate
    sanctions

36
Complaint Resolution Alternatives
  • Victim has right to pursue concerns through
    alternative forums

37
Assistance
  • Anyone with questions or concerns is encouraged
    to contact the Support Services Manager
  • Kate Rennick (905-667-4870)
  • kate.rennick_at_hamiltonfht.ca

38
Training
  • All employees are required to participate in
    yearly training
  • Training will also be made available to practice
    staff and physicians

39
THERE IS A TEST!!!!!!!
  • Yes there is a test that must be completed that
    is meant to demonstrate each employees
    understanding of the material and the policy
    itself.
  • Please complete it as soon as possible while the
    information is fresh in your mind.

40
Related Policy
  • Workplace Harassment, Discrimination and Abuse

41
QUESTIONS???????
42
MEMBERS OF THE JOINT HEALTH SAFETY
COMMITTEEKate Rennick Manager Co-ChairWanda
Kelly Worker Co-ChairTracy HusseyJohn
MelnikAaron RandallFernanda ColettoDenika
Andrews
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