Using email to educate patients on respectful conduct policies

With the concerning number of workplace violence cases against U.S. healthcare workers, the use of safeguards like respectful conduct policies provides a baseline for the protection of staff. Educating patients on these policies through accessible means like email allows for the widespread awareness that violence and intimidation will not be acceptable.

Why patients should be educated about respectful conduct policies

Workplace violence (WPV) in healthcare has been found to have proven consequences on the well-being of healthcare workers as well as the operational efficiency of the organization. According to a PLoS One study, “As a consequence of WPV, productivity drops, turnover increases, absenteeism increases, consulting costs increase, and staff morale decreases.”

Educating patients about mutual respect and setting boundaries is necessary. When these are shared before initial consultation i.e., during establishing care, patients know that interactions should be grounded in civility. The policy also provides a clear boundary, informing patients that if crossed, there will be set consequences. 

How email platforms allow for the effective communication of organizational policies 

HIPAA compliant email provides a structured and formal way to disseminate information to patients. Thanks to its asynchronous nature, patients can read and absorb the guidelines at their own pace and refer back to specific sections before entering a consultation room. Emails can be further crafted to increase the readability of complex information through the use of clear subject lines, bullet points, and actionable items. 

This level of organization aids in comprehension and encourages patients to engage with the material actively. From a legal standpoint, it also provides a record of policy dissemination that can be used in cases where patients object to the consequences of noncompliance or if litigation becomes necessary due to a violent incident. 

What policies should be communicated

Respectful conduct policies should cover expectations for patient behavior toward healthcare workers including the avoidance of aggressive language. A study published in Workplace Violence: Impact, Causes, and Prevention notes, “The primary policy should be one of zero-tolerance for acts of aggression in the workplace... Definition of workplace aggression, a system for reporting it, and identified consequences for those who perpetrate such acts should be written.”

The main points of the policies include the prohibition of: 

• Verbal abuse
• Physical aggression
• Threats to person
• Sexual harassment

Patients should be made aware of the consequences of noncompliance, such as potential dismissal from the practice. When patients are aware of respectful behavior expectations, they are more likely to adhere to those guidelines. 

FAQs 

What are the causes of workplace violence?

Workplace violence can arise from various factors including: 

• Personal issues 
• Disgruntled employees or customers 
• Workplace stress
• Lack of support systems for employees

Can PHI be shared during workplace violence reporting?

Protected health information (PHI) should be handled with care during workplace violence reporting. Generally, it can be shared if it is necessary for the treatment of the victim or if it is required for safety assessments. 

Beyond policies, what are the other steps to addressing workplace violence? 

Regular training sessions for employees on recognizing the early signs of potential violence and how to respond appropriately can help employees proactively prevent workplace violence.