Prevention and Management of Disruptive Behavior

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PMDB

• Prevention and Management of Disruptive Behavior

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The Global Picture

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

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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.
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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

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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

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DID YOU KNOW?

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

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WHAT IS WORKPLACE VIOLENCE?

• Violence by Strangers
• Violence by Customers or Clients
• Violence by Co-Workers
• Violence by Personal Relations

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SUBTLE FORMS OF VIOLENCE

• Harassment
• Stalking
• Discrimination
• Intimidation
• Coercion
• Manipulation
• Rumors
• Extortion

• Degradation
• Humiliation
• Demands
• Disrespect
• Verbal Abuse
• E-mail
• Sabotage
• Obsession

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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

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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

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

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

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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

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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

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U.S. Department of Justice Statistics, July 1998
Assaults by Profession
Simple Aggravated
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• 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.

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EIGHT CORE COMPETENCIES
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VA CORE VALUES

• Respect and Commitment
• Open Communication
• Excellence in Services, Programs and People

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EXCEPTIONAL CUSTOMER SERVICE

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

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Who Are Our Customers?
Congress
Supervisors and Employees
Taxpayers
Veterans
Families
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PRODUCT DELIVERY
Looks Yummy! Good Selection Hot Foods are
HOT Cold Foods are COLD
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Patients
Visitors
Patients Families
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CUSTOMER SERVICE TIPS
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CUSTOMER SERVICE TIPS
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CUSTOMER SERVICE

• Handout You are the Hospital
• Video Look at Me

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PMDB

• Prevention and Management of Disruptive Behavior