Patient Satisfaction: On our conflict resolution training NHS staff are introduced to one key thing about what it takes to make a patient into a passionate advocate of that healthcare service: spontaneity. So whether the staff member is trying to calm a distressed person in the I.C.U., or to simply initiate a positive interaction with
The accompanying photo to this post comes from a restraint-related death of a deportee which happened in 1999 in Germany. The man who died was called Aamir Agheeb and he was a Sudanese national who died during an aircraft restraint on a Lufthansa flight (see news story). Restraint during deportation has become national-level news here in the UK
Consistency is a hall-mark of world-class service in any domain where frontline staff and their public interact. So where can we look for consistency in interactions between healthcare staff and their clients, patients and service users? As an example of this I want to highlight a point made by Fred Lee in his
How to be unbiased when approaching a patient When considering how to really make changes in a hospital or healthcare service through a prevention and management of violence and aggression (PMVA) training programme, there should be a focus on the concept of “Showtime” which is a way for how to be unbiased when approaching a
Ambulance Staff Personal Safety: a cautionary tale Several years ago I was fortunate to be asked to present at a national conference for trainers in the prevention and management of violence and aggression. While I was there, I had the great privilege to hear and record* this talk by “the most violently injured paramedic in
April 14, 2025
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