Violence and aggression

NSWHP staff have the right to work in safe workplaces, and consumers, patients, carers and members of the community have the right to safe collections. If a consumer is exhibiting unsafe, violent or aggressive behaviours you can attempt to de-escalate the situation however ensure you know your local emergency procedures for the safety of yourself and those around you.

It is also important to recognise the signs of escalating or aggressive behaviour and try to understand what might be causing it before reacting. Many factors can contribute to someone’s violent or aggressive behaviour. Training for staff is available at Health Education and Training, heti.nsw.gov.au.

Here are several things we must do:

• Try and understand why they are showing aggressive behaviour • Listen and attempt to de-escalate the situation • Be clear that aggressive behaviour is not acceptable • Know your local emergency procedures (code black), ensure the emergency flipchart is accessible and up to date for the location • Use the duress alarm or call the Police if you feel in danger • Report and escalate any incidents to your manager • Remember it is okay to say no to the collection, if the person will not de-escalate and calm

What helps

Identifying the unusual behaviour and understand what

might be causing it. Aggressive behaviour is not always predictable, identify any signs of unusual or escalating behaviour early and the factors that could be contributing to this.

Understand if the patient is known to be aggressive.

Being mindful that fear can turn into aggression. The patient could be fearful of the procedure or the diagnosis and this could present as aggression.

Remain calm and attempt to calm the patient. Be clear and calm with information. You can try to ask the patient politely, “Is there something I can assist you with?”

If they remain violent or aggressive ask a colleague for assistance, use a duress alarm or contact Police for assistance.

Ensure your safety at all times. We will not collect from any patient if they are showing signs of violence or aggression towards our staff.

What hinders

Not creating a safe distance. Provide the patient with space as to not intimidate or aggravate the situation.

Not allowing them to have their say. Ensure you listen to and acknowledge the patient to help alleviate any concerns or aggression.

Raising your voice and becoming agitated. Remain calm to try and de-escalate the situation.

Not enacting the escalation process.

Part three:

collecting in different settings

In this section we explore what collectors can do and must consider to ensure consistent and quality experiences of collection services when you collect in a different environment such as someone’s home. In a community or home environment we need to be mindful of:

• Being in someone’s home and respecting this • Understanding you are often the first interaction our consumers have with pathology.