Prevention and management of aggression in ... - WorkSafe Victoria

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3.Review, prepare and implementClient related• physiological imbalances or disturbances• substance misuse or abuse• intoxication• acute and chronic mental health conditions, and• distress or frustration.These examples are not exhaustive and there may be other situations that exposestaff to risks of occupational aggression or violence, particularly where there isdirect interaction with the public.Incident and injury record review or auditReview of incident and injury records, first aid reports and workers’ compensationclaims helps analyse trends and identify patterns of aggression and violence.The data should be analysed to establish a baseline for monitoring changes inreporting, measuring improvement, and to monitor and analyse trends. The datacan also be used to support decision-making processes associated with settingpriorities for further investigation, assessment, action or review.Remember: raising awareness may result in increased reporting of incidentsthat may have previously gone unreported.Walk-through inspectionA checklist is a useful way of identifying hazards that don’t require expertisein OHS. It is a systematic way of gathering and recording information quicklyto ensure hazards are not overlooked. A checklist helps identify issues to beconsidered during risk assessment.Things to consider in a walk-through inspection are:• security• entry and exit points/options• lighting• methods of communication• work schedules• physical layout and natural surveillance points, and• service delivery processes.Risk assessmentsRisk assessments determine if a hazardous situation may result in harm and assistemployers make decisions about appropriate control measures.When assessing the risks of occupational aggression and violence, the followingquestions should be asked:• How likely it is that an act of aggression or violence will occur?• How severe would the impact of such an act be?• Is there any information regarding previous incidents of aggressionor violence in the workplace?• Do control measures exist and are they adequate?8 Handbook / Prevention and management of aggression in health services WorkSafe Victoria
3.Review, prepare and implementA written record of risk assessments will assist with periodic reviews, whetherdone annually, when operations change or incidents of workplace aggressionor violence occur. They also help assess the effects of change, provide a bodyof organisational evidence that will identify achievements and assist in furtherdecision-making.Tool T1 uses a risk matrix to self-report exposure to aggression and violencethat might otherwise go unreported and could be used as part of the hazardidentification and risk assessment process.Incident and ‘near miss’ investigationThe organisational self-assessment tool (Tool 01) allows for the review of currentsystems, expectations and processes associated with reporting and investigations.Incident and ‘near miss’ investigation is discussed in chapter 5.3.3 ImplementationRisk control is a process of implementing effective measures to eliminate orreduce risks to health and safety. If risks cannot be eliminated, the OHS Actrequires they be reduced so far as is reasonably practicable. Consider whetherthe hazard can be removed or if the activity that precipitates the risk can bediscontinued or changed to eliminate the risk. One or more of the following controlmethods could be used to eliminate or reduce the risk of occupational aggressionor violence:• Elimination at the source of risks, e.g. utilising particular building designprinciples, such as calming or non-stimulating colour schemes, removingpotential missiles/weapons or installing a direct taxi phone.• Substitution of the hazard with something posing a lower risk, e.g. changesto client contact arrangements, such as telephone contact, video intercomsat night entrances.• Isolation, e.g. security glass or metal screens to protect staff, secure retreatareas for staff.• Engineering control, e.g. timely maintenance and repair of equipmentor dual access and exit points to eliminate potential entrapment.• Administration, e.g. signage, personal protective equipment, training andeducation, job rotation.It is recommended that these control measures be considered and applied indescending order. A combination of measures may be required, but ‘higher level’control options will always be more effective.WorkSafe Victoria Handbook / Prevention and management of aggression in health services 9
Page 1: A handbookfor workplacesPrevention
Page 5 and 6: 2.Legislativeframework2.1 ContextVi
Page 8 and 9: 3.Review, prepareand implement3.1 C
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Page 15 and 16: 4.Workplace design4.3 Crime prevent
Page 17 and 18: 4.Workplace designHigh-risk areasEm
Page 19 and 20: 4.Workplace designOther considerati
Page 21 and 22: 4.Workplace design4.6 Alarm systems
Page 23 and 24: 5.Policy, procedures and practiceRe
Page 25 and 26: 5.Policy, procedures and practiceWo
Page 27 and 28: 5.Policy, procedures and practiceIf
Page 29 and 30: 5.Policy, procedures and practiceRe
Page 31 and 32: 6.Training and educationThe table b
Page 33 and 34: 6.Training and educationManagersTai
Page 35 and 36: 7.References7.1 Related DocumentsTh
Page 37 and 38: 7.ReferencesReporting incidents of
Page 39 and 40: ToolsOrganisationTool 01 Organisati
Page 41 and 42: Tool 01 - Organisational self-asses
Page 51 and 52: Tool02Staff surveyStaff survey - ag
Page 53 and 54: Tool02Staff survey (cont)Incidents,
Page 55 and 56: ToolD1Design and aggressionDesign a
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ToolD2Violence and the design proce
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ToolP1Violence prevention policyNam
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ToolP1Violence prevention policy (c
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ToolP2High risk screening (cont)No
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ToolP3Violence hazard identificatio
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ToolP3Violence hazard identificatio
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ToolP4Behaviour assessmentHandbook
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ToolP5Client alertHandbook keyTempl
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ToolP7Conditions and agreementDear
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ToolT1Exposure to aggression risk c
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ToolT2Aggression risk calculatorThi
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ToolT3Post-training evaluation tool
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Tool T5 - Competency-based assessme
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Tool T5 - Competency-based assessme
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