Defusing Angry Patients at the Front Desk | Skillacquire
Course Description
Domestic violence can create serious safety concerns that extend beyond the home and into the healthcare workplace. Employees, patients, visitors, and others may be affected by abusive relationships, threatening behaviors, or situations that escalate into workplace safety concerns. Healthcare organizations need practical strategies to recognize warning signs early, respond appropriately, and protect those who may be at risk.
This webinar will provide a practical framework for recognizing and responding to potential domestic violence situations involving both employees and patients. Attendees will learn how to identify behavioral indicators and risk factors, understand the dynamics of the “Control Wheel,” and recognize circumstances that may require proactive intervention.
The session will also address how healthcare organizations can establish effective intake and reporting processes, develop response protocols, and use threat assessment checklists to support consistent documentation and planning. Special attention will be given to balancing the autonomy and privacy of potential victims with the responsibility to maintain a safe environment for employees, patients, and visitors.
Attendees will also learn how security, human resources, risk management, leadership, and other departments can work together through a coordinated response. The discussion will cover strategies for supporting high-risk employees, responding to potential domestic violence involving patients in both inpatient and outpatient settings, coordinating with law enforcement when appropriate, and conducting effective post-incident debriefings.
Whether an organization is developing a domestic violence response process or strengthening an existing workplace violence prevention program, this session will provide practical strategies to improve awareness, preparedness, documentation, communication, and organizational response.
Learning Outcomes
- Understand the “Control Wheel” and how it relates to domestic violence situations.
- Recognize warning signs and behaviors that may indicate a potential domestic violence situation.
- Learn ways to educate staff about recognizing, reporting, and responding to domestic violence.
- Develop practical intake and reporting procedures for suspected domestic violence concerns.
- Use a threat assessment checklist to document concerns and support proactive planning.
- Understand how to respond differently when the potential victim is an employee, patient, or visitor.
- Identify ways to reduce the vulnerability of employees who may be at higher risk.
- Understand how security, HR, risk management, and leadership can work together when a situation occurs.
- Learn how to balance victim autonomy with the need to maintain a safe environment for others.
- Understand the importance of documentation, debriefing, and coordination with law enforcement when appropriate.
Areas Covered in the Session
- Domestic Violence in the Healthcare Workplace
- Understanding how domestic violence can affect employees, patients, and visitors
- Recognizing the unique concerns within healthcare settings
- Understanding the Control Wheel
- Reviewing the different forms of controlling and abusive behavior
- Using the Control Wheel to recognize potential victims
- Risk Factors and Warning Signs
- Identifying behaviors and circumstances that may indicate potential abuse
- Recognizing early warning signs of escalating situations
- Staff Awareness and Education
- Educating employees about domestic violence and workplace safety
- Helping staff understand when and how to report concerns
- Reporting and Communication
- Creating multiple options for reporting concerns
- Encouraging open communication while maintaining appropriate confidentiality
- Intake Procedures
- Establishing effective points for receiving domestic violence concerns
- Gathering relevant information while handling sensitive situations appropriately
- Response Protocols
- Developing clear procedures for responding to reported concerns
- Determining appropriate next steps based on the situation
- Threat Assessment and Documentation
- Using threat assessment checklists to evaluate potential risks
- Properly documenting concerns, actions, and follow-up
- Protecting High-Risk Employees
- Identifying employees who may be at increased risk
- Developing practical strategies to reduce their vulnerability
- Multidisciplinary Response Teams
- Coordinating the roles of security, HR, risk management, and leadership
- Improving communication between departments during an incident
- Employee Victims vs. Patient Victims
- Understanding differences in responding to employee and patient situations
- Addressing concerns involving inpatient and outpatient populations
- Victim Autonomy and Safety
- Supporting victims while respecting their ability to make decisions
- Balancing individual autonomy with the safety of others
- Role of Law Enforcement and External Resources
- Understanding when law enforcement may be involved
- Coordinating with appropriate external resources when necessary
- Post-Incident Debriefing and Follow-Up
- Reviewing incidents to identify lessons and areas for improvement
- Providing appropriate follow-up and support after an incident
- Building a Stronger Workplace Response
- Improving organizational awareness and preparedness
- Strengthening domestic violence prevention and response practices
- Interactive Q&A Session with Mike Cummings
Recommended Participants
- Hospital and Healthcare Administrators
- Healthcare Department Leaders
- Hospital Executives and Senior Leadership
- Risk Management Professionals
- Healthcare Security Directors and Managers
- Security Officers and Supervisors
- Human Resources Professionals
- Workplace Violence Prevention Coordinators
- Compliance Officers
- Patient Safety Officers
- Emergency Department Managers
- Nursing Directors and Managers
- Nursing Supervisors
- Social Workers
- Case Managers
- Behavioral Health Professionals
- Quality Improvement Professionals
- Employee Health and Safety Professionals
- Legal and Regulatory Affairs Professionals
- Healthcare Risk and Safety Professionals
Mike Cummings, CPP is a 50-year veteran of the private security industry, including the last 37 years dedicated to the healthcare sector. He led the security program for the largest healthcare provider in Wisconsin for more than 30 years before launching his healthcare security consulting firm in January 2018, where he continues to serve as Principal Consultant.
Mike has held the Certified Protection Professional (CPP) designation—board certification in security management—since 1987. He earned his Bachelor of Arts from Marquette University and a Master of Arts in Business and Organizational Security Management from Webster University.
He has been an active member of ASIS International since 1976 and the International Association for Healthcare Security and Safety (IAHSS) since 1985, serving in numerous volunteer leadership roles within both organizations.