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m m  

Ê 

‡ To provide a procedure that can be implemented to summon assistance to


manage potentially assailant persons.

  
‡ (m  m  ) is the code used to summon assistance when it is or may be
necessary to manage a potentially assailant person
‡ : Occurrence Variance Report
‡   Executive on Duty
‡
    
‡ It is the responsibility of each department to ensure that all of his/her staff
awareness of this policy
Ê 
‡ During a code to manage a potentially assailant person, staff shall be aware of
personal items and clothing worn on duty, which may be used to cause harm to
anyone in the area. Items such as stethoscopes, eyeglasses, watches, scissors,
pens, lighters and matches shall be removed and secured in a safe place prior to
approaching the problem person. Name pins, badges, earrings, necklaces and
chains shall be out of sight or secured so that they cannot be used as weapons.
Clothing shall have no loose ties, collars or edges that could be pulled by the
problem person.
‡ 
: If the problem person is female, male staff may assist in her management,
but there must be at least one female staff member present.
Ê 


The decision to make a m announcement shall be made by
the  
nurse /person on duty in the area. In the EMS, the charge
nurse or primary EMS physician shall make this decision.
 and inform security to announce  m and
specify the location clearly ± repeating it three (3) times.
Security command center operator shall contact via Bravo group#
the Mr. strong 1st respond team which includes:
The on duty Safety & Security Officer. Bravo # 36
The master key security patrol. Bravo # 88
Female security Bravo # 90
Social worker Bravo #

: If assistance is required to manage a female patient, staff should
announce
‡ m plus the location 

 !
.
± The charge nurse/person in the area will direct the activities and
will be the team leader of the 1st Mr. Strong response group
unless he or she is directly involved with the Assailant person.
Actions taken by the group leader shall include the following:
‡ Talking with the problem person.
‡ Clear the area of people and equipment.
‡ Try to take the assailant in another room which is equipment
and sharp/harmful items free
‡ Assign someone to stay with other patients, visitors, etc. in
the area.
‡ Assign an authorized person to prepare and administrate
medications if ordered.
‡ Advice the social worker on arrival on the case to properly
approach the problem person.
‡ How and when the team will approach the problem person.
‡ Advice security to be visible but not to directly to have
contact with the person unless necessary
‡ If the case is not solved, to advice the Safety
& Security officer to contact the second
response group thru the operator which
includes: Executive on Duty (EOD), ER
physician, 2 nurses preferred to be Arabic
speaking and same sex of assailant person
and more security back up.
‡ Noting times of responses to activities
during the code.
‡ Ensure the documentation of activities
before, during and after the Code.
‡ Conduct and attend the Code debriefing
sessions.
± Mr. Strong 1st response team shall respond to the
area announced immediately when notified.
± All responding staff shall be directed by the  

nurse/person in charge of the code area and are not


to approach the problem person alone or without
specific instructions by the initiating staff.
± All documentation of the event including the case
summary and findings in addition to the case OVR
shall be forwarded to concerned departments
including TQM, patient affairs and the Social worker.
± Mr. Strong team shall meet every two months to
discuss all incidents and OVR during the period.
‡ Advice the social worker on arrival on the case to properly
approach the problem person.
‡ How and when the team will approach the problem person.
‡ Advice security to be visible but not to directly to have
contact with the person unless necessary
‡ If the case is not solved to advice the Safety & Security
officer to contact the second response group thru the
operator which includes: Executive on Duty (EOD), ER
physician, 2 nurses preferred to be Arabic speaking and
same sex of Assailant person and more security back up.
‡ Noting times of responses to activities during the code.
‡ Ensure the documentation of activities before, during and
after the Code.
‡ Conduct and attend the Code debriefing sessions.
"#" " Ê$m

%
 
& 
  
 



 
! ' &
   & 

 

()  
*+


 
 
&

Date: Day of Week: Time:
Assailant -Male -Female
Specific Location of Incident:

Violence Directed Toward: -Patient -Staff -Visitor -Other:


Assailant: -Patient -Staff -Visitor -Other:

Assailant¶s Name if Known:


Name of Victims:
Predisposing Factors: -Intoxicated -Dissatisfied with Care/Waiting -Grief Reaction -Prior History of
Violence -Other:
Description of Incident: -Physical Abuse -Verbal Abuse
Injuries: -Yes -No Extent of Injuries:
Detailed Description of Incident:
Did any person leave the area due to the incident? -Yes -No -Unable to determine
Present at time of incident: -Police Name of Department:
Necessary to Call: -Police Name of Department:
-Hospital Security Officer
Resolution of Incident: -Diffused -Police Notified -Arrested
Disposition of Assailant: -Stayed on Premises -Escorted Off Premises -Left on Own Accord
-Other:
Were restraints utilized? -Yes -No Type:
Witnesses (list)
Completed By: Date/Time: Supervisor Notified: Date/Time:
Security Management Program Revision Date: 06/2006 ATTACHMENT H
mm  
` 

  
‡ If you are informed that there is Mr. /Mrs. Strong
situation, prepare yourself to handle a violent client.
‡ Don¶t hesitate, leave everything and go a head
quickly to the place you have been informed to go to.
‡ Take a deep breath when you are on your way to go
to the client.
‡ Control yourself.
‡ Believe that the client is always right.
‡ Believe that the patient and his/her family are
suffering and always need support and help.
+% m m  
‡ Approach the client with mild trust steps ( if you are
in a hurry, the client could feel that you will attack
him/her )
‡ Approach with a smile.
‡ Stop any arguments between the client and
employee.
‡ Remove the client to another quiet closed place.
‡ Gives the client the feeling that he/she is the most
important client in the hospital.
‡ Calm the client down with support words.
, ß     
    
    
‡ Serve the client water or juice in a paper cup.
‡ Begin to discuss with the client the reason of the
problem and begin with supporting words
depending on the problem.
‡ , ß          
      
‡ Gives the client the chance to explain the problem
in his/her way.
‡ Control your voice and your eye contact during the
discussion with the client.
‡ In case the client continues saying bad words
control yourself and support him/her by saying
comforting words , j        
         
‡ If you feel that you will lose your temper
give yourself a second.
‡ Concentrate on controlling yourself take
a deep breath and then return back to
the client.
‡ If you feel that you will lose control
excuse yourself and leave the client, call
someone else to handle the situation.

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