You should be learning this on your PMVA training courses in London:

Here is an interesting question for any person working in a healthcare or social care setting: Why were you hired?

Were you hired for your ability to take a patient’s temperature?    For your ability to use the clinical machinery of your job?   Your excellent computer skills?

If  you are being provided with Prevention and Management of Violence and Aggression (PMVA) training in a healthcare context, then you have been hired for a number of very key reasons, but few of them will be technical.

The likelihood is, you were hired because the person who hired you could see that you have the potential to be:

  • a good listener
  • engaging
  • comforting
  • respectful
  • good-humoured
  • compassionate
  • persuasive

…even in the face of distress, verbal abuse or aggression!

I have taught quite a lot of PMVA training courses in London and the answer is Yes, you definitely need to know all of those technical things which make you able to do – in a purely operational sense – what your job entails, but here is another key question:   what is your role?

“Hospitalization provides a stage to facilitate the experience of healing” – Fred Lee

Arguably, every single person’s role in a healthcare environment is the same:

  • to make patients feel welcome, cared about and reassured
  • to get patients off to a friendly start
  • to play a character who engages the patient in a memorable experience
  • to engender trust in the healthcare team
  • to help the patient to feel understood and cared-for
  • to positively influence the patient’s path to recovery

Can you learn this on PMVA training courses in London ?

In VDI we encourage staff to “Leave people better than when we found them!”

You see, regardless of clinical outcomes, it is the patient’s experience of contact with healthcare professionals which determines their attitudes and behaviour both within the setting and after they leave it.

It doesn’t matter if they get better!   Their experience of contact is what counts.

Because of the emotional distress that accompanies most healthcare problems, creating a memorable experience usually means doing or saying something that shows a genuine concern for the patient’s state of mind. It means exhibiting some heartfelt empathy for the patient’s anxiety and pain.  Your technical competency does not give them that.

According to the Journal of the American Medical Association, numerous studies showed a strong relationship between physician communication styles and malpractice lawsuits.   What is surprising is that even though they may have been competent and even courteous, where compassion was absent in the physician’s communication style, they were statistically more likely to suffer complaints and even lawsuits!

Simply remember this – in today’s service-oriented and experience-focussed society, it is not as important to simply be ‘good at your job’ – it is also important how people feel after they have interacted with you which counts.

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Gerard O’Dea provides tailored PMVA training courses in London for hospital and healthcare services where people are treated with dignity and shown respect, even in their most difficult moments.  Combining respectful verbalisation skills with last-resort restraint alternatives for personal safety has been his specialty for over ten years as director of training for Dynamis www.dynamis.training/pmva-training