Prevention and Management of Disruptive Behavior - PowerPoint PPT Presentation

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Title: Prevention and Management of Disruptive Behavior


1

PMDB
  • Prevention and Management of Disruptive Behavior

2
The Global Picture
  • VA National Training Program for Workplace
    Violence for gt20 years.
  • PMDB Continually Evolving
  • Partners Include VA, VHA, DoD, Private Facilities

3
Required by Federal Law, Executive
Order and Department Policy 2/03/97
PURPOSE
To assure a safe healthful workplace is
maintained, to minimize or eliminate violent
behavior to assure that employees exposed to
violent behavior are provided appropriate medical
care counseling.
4
Six for 2006 STRATEGIC PLAN
  • Put Quality First Until We Are First in Quality
  • Provide Easy Access to Medical Knowledge,
    Expertise, Care
  • Enhance Preserve Restore Patient Function
  • Exceed Customers Expectations
  • Save More Dollars to Serve More Veterans
  • Build Healthy Communities

5

GOAL
  • To Develop a Highly Skilled Workforce
  • in Providing Quality Service to Our Veterans,
    Families, and the Community
  • High Performance Development Model National
    Education Initiative
  • Annual Performance Measure
  • Patient Safety Training Program

6
DID YOU KNOW?
  • 23 of working Americans can identify at least
    one person in their environment who could be
    violent
  • Gallup Poll November 1999

7
WHAT IS WORKPLACE VIOLENCE?
  • Violence by Strangers
  • Violence by Customers or Clients
  • Violence by Co-Workers
  • Violence by Personal Relations

8
SUBTLE FORMS OF VIOLENCE
  • Harassment
  • Stalking
  • Discrimination
  • Intimidation
  • Coercion
  • Manipulation
  • Rumors
  • Extortion
  • Degradation
  • Humiliation
  • Demands
  • Disrespect
  • Verbal Abuse
  • E-mail
  • Sabotage
  • Obsession

9
STATISTICS
  • 40.34 percent of all
  • female deaths in the workplace
  • are the result of homicide!
  • .25 percent of all male deaths in the workplace
    are the result of homicide!
  • The number one cause of physician death
  • in the workplace is homicide!
  • Warchol, Greg, Ph.D. National Crime Victims
    Survey
  • Workplace Violence, 1992-96

10
Workplace Violence Costs US Businesses an
Estimated 36 billion annually
  • 500,000 Employees Lose 1,175,100 Work Days
  • 55 Million Lost Wages a Year
  • Medical costs
  • Sick Leave/Productivity
  • Legal Expenses, Property Damage, Diminished
    Public Image, Increased security

11
Violence Without a Weapon in VAVA, VHA, VBA,
NCA, and VSCWorkers Compensation Total Claims

12
Violence With a Weapon in VAVA, VHA, VBA, NCA,
and VSCWorkers Compensation Total Claims Data
- March 5, 2000
FY
13
  • Violence has long lasting
  • effects on the victim,
  • their families, organizations,
  • co-workers, customers,
  • and the community

14
U.S. Department of Justice Statistics, July 1998
  • 2 Million Victims of Assaults and Threats of
    Violence in the Workplace.
  • Homicide is 2nd Leading Cause of Death in the
    Workplace.
  • Almost 1,000 Homicides
  • 1.5 Million Simple Assaults
  • 51,000 Rapes and Sexual Assaults
  • 84,000 Robberies
  • 230,000 Police Officers Nonfatal Victims

15
WORKPLACE VIOLENCE
  • 2 Million Violent Crimes/Year
  • 10 Involve Handguns
  • 16 of All Assaults
  • 4 of All Homicides
  • Warchol, Greg, Ph.D. National Crime Victims
    Survey Workplace Violence, 1992-96

16
U.S. Department of Justice Statistics, July 1998
Assaults by Profession
Simple Aggravated
17
  • More assaults
  • occur today in
  • the health care and
  • social service settings
  • than in any other
  • NIOSH - Current Intelligence Bulletin 57 June
    1996

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EIGHT CORE COMPETENCIES
  • All Employees
  • VA is Utilizing Competency Development to
    Build a Highly Skilled Workforce in order to
    Provide Quality Service to Our Veterans, Families
    and the Community.

19
EIGHT CORE COMPETENCIES
20
VA CORE VALUES
  • Respect and Commitment
  • Open Communication
  • Excellence in Services, Programs and People

21
EXCEPTIONAL CUSTOMER SERVICE
  • Who are our customers?
  • What is important to them?
  • How can we best serve them?

22
Who Are Our Customers?
Congress
Supervisors and Employees
Taxpayers
Veterans
Families
23
PRODUCT DELIVERY
Looks Yummy! Good Selection Hot Foods are
HOT Cold Foods are COLD
24
Patients
Visitors
Patients Families
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CUSTOMER SERVICE TIPS
26
CUSTOMER SERVICE TIPS
27
CUSTOMER SERVICE
  • Handout You are the Hospital
  • Video Look at Me

28

PMDB
  • Prevention and Management of Disruptive Behavior
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