Jeffries Lita, Xu Hui Grace, Doubrovsky Anna, Woollett Kaylene, Griffiths Joanna, Duff Jed
Queensland Occupational Violence Strategy Unit, Royal Brisbane and Women's Hospital, Block 7, Herston, Qld 4029, Australia.
Queensland University of Technology, Centre for Healthcare Transformation, School of Nursing, Kelvin Grove, Qld 4059, Australia; and Royal Brisbane and Women's Hospital, Butterfield Street, Herston, Qld 4006, Australia.
Aust Health Rev. 2024 Nov;49. doi: 10.1071/AH24248.
Background Occupational violence (OV) is a significant workplace issue that affects 62% of healthcare workers globally. An Ambassador is a new role that focuses on preventing OV in healthcare settings. They proactively engage with patients and visitors, using behavioural strategies to redirect or de-escalate people who may be of concern. This pilot study evaluated the introduction of an Ambassador in an acute inpatient hospital setting. Methods A cross-sectional multiple-method evaluation was conducted in three surgical wards in a major metropolitan hospital in Australia from December 2020 to February 2021. Data from security records, incident reports and staff surveys were collected before and during the pilot. The survey included multiple-choice and open-ended questions. Quantitative data were analysed in SPSS, and qualitative data were analysed using thematic analysis. Results After the 3 month pilot, a significant decrease was seen in security calls (from 111 to 44, a decrease of 60%, χ 2 =28.96, P <0.001) and incident reports (from 20 to 6, a decrease of 70%, χ 2 =7.54, P =0.006). Staff surveys showed an increased awareness of OV as a workplace issue (from 60% to 82%, χ 2 =7.65, P =0.005). The qualitative analysis identified three main themes: professional roles and functions, key personnel characteristics, and suggestions for future implementation. Conclusions An improvement was seen in the staff perception of safety and a reduction in organisational metrics related to OV. Future research is required to evaluate program effectiveness across different wards and settings. Application to practice The success of the Ambassador program relies on selecting the right candidates, providing clear role descriptions, offering appropriate training and ensuring adequate support resources.
背景 职业暴力（OV）是一个重大的工作场所问题，全球62%的医护人员受到影响。大使是一个新角色，专注于预防医疗环境中的职业暴力。他们积极与患者和访客互动，运用行为策略引导或缓和可能令人担忧的人员。本试点研究评估了在急性住院医院环境中引入大使这一举措。方法 2020年12月至2021年2月在澳大利亚一家大型都市医院的三个外科病房进行了一项横断面多方法评估。在试点前和试点期间收集了安全记录、事件报告和员工调查的数据。该调查包括多项选择题和开放式问题。定量数据在SPSS中进行分析，定性数据采用主题分析进行分析。结果 经过3个月的试点，安全呼叫显著减少（从111次降至44次，减少了60%，χ2 = 28.96，P < 0.001），事件报告也显著减少（从20次降至6次，减少了70%，χ2 = 7.54，P = 0.006）。员工调查显示，作为工作场所问题，职业暴力的认知度有所提高（从60%提高到82%，χ2 = 7.65，P = 0.005）。定性分析确定了三个主要主题：专业角色和职能、关键人员特征以及未来实施的建议。结论 员工对安全的认知有所改善，与职业暴力相关的组织指标有所下降。需要进一步研究以评估该项目在不同病房和环境中的有效性。实践应用 大使项目的成功依赖于挑选合适的候选人、提供明确的角色描述、提供适当的培训并确保有足够的支持资源。
