Sector-Leading Conflict Training for Healthcare Security Officers

We offer a verbal de-escalation and protective physical interventions programme for Healthcare Security Officers (HCSO) which provides:

  • a fundamental legal underpinning knowledge of the principles for effective decision-making
  • appropriate physical skills which are adaptable across the spectrum of subject categories which an officer can encounter
  • sufficient scenario-based practice and immersion which effectively builds the required skills for this complex role.

This physical skills development is deployed against a backdrop of in-depth training for HCSOs on the Vistelar training programme for conflict management and crisis intervention.  Physical skills are ‘meshed’ with verbal skills in all possible training evolutions, creating a seamless programme of patient or visitor management during an incident of aggression, violence or emotional disturbance.

Healthcare Security Officers learn through a series of task-based exercises how to deal with different situations:

  • Encountering a violent patient in the Emergency Department who has assaulted a nurse
  • Guiding a person who has received treatment and has been discharged, off the premises
  • Approaching a person in a restricted area to ask them about their needs and request that they move along
  • Being called to a mental health unit to assist NHS staff with an out-of-control situation
  • Approaching a person in a waiting area who is escalating and intimidating others
  • Encountering a patient with dementia who wants to leave the building and who lacks capacity

By exploring these scenarios with HCSOs and working through the approach considerations, verbal considerations and finally the possibilities if/when the situation becomes kinetic through physically violent behaviour, the training programme builds good habits, encourages ‘procedural justice’ and reinforces the deployment of appropriate physical tactics to provide a robust response-ability within the teams.

An important dimension of the HCSO role is that the officer may be called to deal with any kind of incident, and in public places, being observed by the community of people at the hospital.   The subject the HCSO encounters may be a distressed young child, a confused elderly person, a middle-aged person experiencing an emotional disturbance or a highly capable young adult who is presenting with extreme violence.  Variances for how these situations need to be managed are incorporated into the training to encourage a well-rounded and adaptable approach from the HCSO team.

The Security Management Specialist for the team sent us this feedback a week after the course:

Hi Gerard

It was good to have you here with us last week, it’s been the best training we have ever had

The guys I spoke to have been nothing but positive in what they have been through, this will increase their toolbox and give them something that they can use “When words Alone Fail”.

To learn more about our Hospital services, please visit:  https://www.dynamis.training/hospital-violence-management/

Our colleagues at Vistelar based in the USA have huge experience in this sector and are worth a look.

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