To equip healthcare professionals to de-escalate high-tension situations involving very upset visitors while adhering to hospital policies, maintaining professionalism and ensuring the safety of all parties.
- Apply de-escalation techniques to diffuse aggression and calm emotionally charged situations.
- Communicate hospital policies clearly and empathetically.
- Maintain professional demeanour and emotional control under pressure.
- Collaborate with security or other staff when situations escalate beyond verbal resolution
Characters
Nurse: The primary role is to be responsible for managing the irate visitor.
Visitor (Irate Relative): A family member attempting to enter a restricted area, becoming increasingly emotional and aggressive.
Security Personnel: Optional role providing backup if the situation escalates.
A patient was admitted for emergency surgery earlier in the day. A close family member arrived after visiting hours had ended and insists on entering the restricted area to see their loved one.
The hospital policy states no visitors are allowed in the restricted area outside visiting hours unless pre-approved by medical staff.
A hospital corridor outside a restricted access area, marked by a clear sign stating, "Authorised Personnel Only".
A desk with a nurse stationed to manage access.