Violence in the emergency department: An ethnographic study (part II)

Lau, Jacqui Bee Chuo; Magarey, Judy; Wiechula, Rick

doi:10.1016/j.ienj.2011.08.001

Cited by 54 publications

(88 citation statements)

References 21 publications

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“…It puts in question certain public policy decisions, modes of hospital organization and management, and individual health-care worker's behavior. It corresponds, however, to realities actually observed and referred to in several studies 16,18,24,26) . It also corresponds to published hospital violence prevention guidelines, which stress the need to analyze the risk of violence as close to the ground as possible in order to be able to identify solutions matching the various causal factors identified in work organization 27,28) .…”

Section: Discussionsupporting

confidence: 71%

“…The contribution of organizational factors to hospital violence was previously mentioned with respect to the comfort of premises 24) , waiting times 17,25) , information provided to patients and those accompanying them 24,26) , and administrative problems 17) . The critical importance of healthcare workers' behavior has been previously highlighted.…”

Section: Discussionmentioning

confidence: 99%

“…The critical importance of healthcare workers' behavior has been previously highlighted. Behavior tending to reduce violence has been described in terms of empathic communication 17,24,26) , early proactive interaction 18,26) , and verbal and body language expressing respect and confidence 17) . Behavior liable to induce violence was described in terms of avoidance of 12) , nonengagement with patients 18) , lack of empathy 18) , and systematic distrust 17) .…”

Section: Discussionmentioning

confidence: 99%

See 2 more Smart Citations

Impacts of users’ antisocial behaviors in an ophthalmologic emergency department—a qualitative study

d’Aubarede

Sarnin

Touzet

et al. 2016

Journal of Occupational Health

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avoidance. Several organizational factors concerning the political and economic context, hospital work organization, and health workers' behavior were identified as potentially contributing to ABV. Excessive waiting times, lack of user information, and understaffing emerged as factors contributing to users' ABV. Conclusions: Antisocial behaviors by hospital users are underreported by professionals and under-recognized. They appear to be like continuous occupational exposure leading to delayed adverse consequences either on workers' health or motivation. However, violence in hospitals is not the result of only the action of users, and it may be related to work organization and workers' own behaviors. Only a grounded analysis of the causes of violence in the local work context can uncover relevant solutions. (J Occup Health 2016; 58: 96−106) Key words: Antisocial behavior, France, Grounded theory, Health-care workers, Hospitals, Occupational hazards, Qualitative research, Workplace violence "Third-party violence" in the workplace is a term used to refer to threats and physical and psychological violence (e.g., verbal violence) by third parties such as customers, clients, or patients receiving goods or services 1) . Possible consequences for individual workers, teams, and organizations include impaired psychological well-being, mental and physical illness, absenteeism, impaired performance, and higher turnover 2,3) . Initiatives to address workplace violence come in at the political level (regulations, agreements, guidelines), organizational level (corporate policies, workplace risk assessment, and control), and the level of the individual worker (training, case management, and support). Health-care workers in emergency departments are frequently exposed to risk of antisocial behavior and violence (ABV) by users. Underreporting of ABV by health-care professionals has been identified. In order to understand this phenomenon, we explored the experience of ABV in 30 health workers in an ophthalmology emergency department in the Rhône-Alpes administrative region of France. Methods: A grounded theory qualitative approach was followed. Data were collected from field observations, 30 semistructured individual interviews, violence report forms, and 364 patient satisfaction questionnaires. Qualitative thematic content analysis of the interviews was performed with qualitative data analysis software. Results: Third-party antisocial behaviors and violence were an everyday occurrence, with varying levels of seriousness: impoliteness, vulgarity, nonrecognition, insults, verbal threats, and aggressive gestures. Healthcare workers adopted various strategies to adapt to such violence: proactive and reactive attitudes and

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Section: Discussionsupporting

confidence: 71%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

See 1 more Smart Citation

Impacts of users’ antisocial behaviors in an ophthalmologic emergency department—a qualitative study

d’Aubarede

Sarnin

Touzet

et al. 2016

Journal of Occupational Health

View full text Add to dashboard Cite

show abstract

“…This issue brings together a number of papers using qualitative methods to examine the work of emergency care nurses (Elmqvist et al, 2012;Lau et al, 2012;Fry, 2012;Bost et al, 2012). By using qualitative methods the authors have been able to deconstruct emergency nursing, primarily within the context of initial assessment or triage.…”

Section: The Work Of Emergency Nursesmentioning

confidence: 99%

“…Both Fry (2012) and Elmqvist et al (2012) papers describe the impact of being at the assessment interface with patients. They describe the pressures of workload and challenges with communication both verbal and non-verbal; essential in mitigating the violence explored by Lau et al (2012). The papers also return to an age-old phenomenon in emergency care -the deserving patient, or those deemed to be wasting time.…”

Section: The Work Of Emergency Nursesmentioning

confidence: 99%