title: Countering workplace aggression: an urban tertiary care institutional exemplar.
abstract: OBJECTIVE
  The purpose of this process improvement project was to provide nursing staff with evidence-based knowledge and skills to manage patients and/or visitors with the potential for violence.
  
  
  CONCLUSIONS
  Current statistics describing workplace violence in healthcare settings are alarming. Workplace violence significantly impacts nursing practice and may contribute to physical injuries, psychological trauma, decreased productivity, and low morale among nurses. This is particularly germane to those nurses who have been inadequately trained to manage aggressive patients and/or family behaviors.
  
  
  BACKGROUND
  Following a series of disruptive episodes on the pulmonary-medical service that occurred at our facility in the winter of 2006, an employee safety team was formed to address the issue of workplace violence. Around this same time frame, a team comprising system hospital representatives was also initiated to globally address workplace violence.
  
  
  METHODS
  A Workplace Violence Education Program was devised to equip nurses with information, skills, and practical tools that will empower them when encountering clinical situations characterized by disruptive or abusive patient and/or family behaviors. The ultimate goal was to diffuse progressive, escalating aggressive behaviors in the clinical setting. FINDINGS/OUTCOMES: Evidence-based approaches formed the basis of an educational offering focusing on workplace violence prevention and management. This informational intervention was devised to empower clinical nursing staff with knowledge to enhance judgment, decision making, and implementation of behavioral strategies to reduce the likelihood of patient/family behaviors escalating to aggression.
  
  
  CONCLUSIONS
  Interdisciplinary collaboration that included clinical experience, expertise, and knowledge generated from current literature reviews contributed to a successful educational program for nurses focusing on a historically neglected topic--workplace violence.
authors.affiliation: Banner Good Samaritan Medical Center, Phoenix, AZ 85006, USA. susan.phillips@bannerhealth.com
authors.forename: Susan
authors.initials: S
authors.lastname: Phillips
mesh_terms: D000374:Aggression / Q000523:psychology; D001130:Arizona; D002983:Clinical Competence; D003419:Crisis Intervention / Q000193:education; D003663:Decision Trees; D004509:Education, Nursing, Continuing / Q000458:organization & administration*; D019317:Evidence-Based Medicine; D006786:Hospitals, Urban; D006801:Humans; D009723:Nurse-Patient Relations; D015403:Nursing Evaluation Research; D009741:Nursing Staff, Hospital / Q000193:education* / Q000523:psychology; D016272:Occupational Health; D010043:Outcome and Process Assessment, Health Care / Q000458:organization & administration; D010865:Pilot Projects; D011367:Professional Staff Committees / Q000458:organization & administration; D011368:Professional-Family Relations; D015397:Program Evaluation; D017751:Safety Management / Q000458:organization & administration*; D017749:Total Quality Management / Q000458:organization & administration; D014193:Trauma Centers; D014754:Violence / Q000517:prevention & control* / Q000523:psychology / Q000706:statistics & numerical data; D017132:Workplace / Q000458:organization & administration* / Q000523:psychology