Impact of a Mediator for Patient Intake in Emergency Departments

Violence in the workplace is becoming a serious phenomenon in the contemporary world of work. Hospital staff, like any employee working in contact with the public, is particularly exposed to this violence. In emergency departments, the number of patients treated and their heterogeneity, the problems of communicating with healthcare professionals, and waiting times, favor conflict situations. In the already tense context of the emergencies, the incivilities or violent acts have an impact on the well-being of professionals. In order to prevent these situations of violence, a solution could be to integrate a professional with specific skills into the teams to perform mediation functions between caregivers and patients.

The aim of the study is to evaluate the impact of the presence of a mediator in emergency services on personal (verbal or physical) attacks on professionals (caregivers, doctors, administrative staff).

Completed

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Key information

Conditions

Violent Aggressive Behavior Aberrant Motor Behavior in Dementia Aggression Behavior Behavioral Symptoms Communication Mediation Negotiating Social Behavior

Age range

18 year and older

Sex eligibility

All sexes

Study type

Observational

Primary location

Pôle Information Médicale, Evaluation, Recherche - Hospices Civils de Lyon, Lyon, France

Who can participate

Healthy volunteers accepted: No

Only the study team can determine whether someone qualifies for participation.

Inclusion criteria

Patient aged 18 years or older.
Registered at the reception of the emergency department between 8 am and 8 pm, excluding bank holidays.

Exclusion criteria

Patient with psychiatric disorders or impairment of judgment related to the taking of toxic substances.
Patients requiring medical care in less than 30 minutes (sort code).

Treatment and study plan

Presence of a mediator in the emergency departments

Behavioral

The mediator tasks are :

Be available to patients who can solicit him and respond to their requests for information, in particular on the organization of the emergency departments and on waiting times
Have a proactive attitude towards patients showing nervousness signs
Report patients expressing the will to leave the emergency departments before medical care
Manage conflicts between patients / accompanying persons and emergency staff and also between patients.

Primary outcomes

Incidence of violence or aggression by patients directed towards emergency staff

Time frame: During the patient stay in the emergency department, an average of 3 hours, up to 8 hours.

The violence or aggression will be collected by professionals of the emergency department. They will be classified in 4 levels of gravity.
Incidence of violence or aggression by patients's accompanying persons directed towards emergency staff

Time frame: During the patient stay in the emergency department, an average of 3 hours, up to 8 hours.

The violence or aggression will be collected by professionals of the emergency department. They will be classified in 4 levels of gravity.

Sponsors and collaborators

Lead sponsor

Hospices Civils de Lyon

Other

Registry information

Official study title

Welcoming Patients in Emergency Departments: Impact of the Mediator

Acronym: MEDIA

Important dates

Study start: 2017
Primary completion: 2019
Study completion: 2019
First posted: May 3, 2017
Registry last updated: Dec 16, 2019

OpenTrials presents study information sourced from ClinicalTrials.gov. The official registry record should be consulted for the latest information.

View the official ClinicalTrials.gov record (opens in a new tab)

This listing is for discovery and informational purposes only. It is not medical advice, does not guarantee that a study is recruiting, and does not determine eligibility. Contact the study team and a qualified healthcare professional when considering participation.

Published trials that share one or more normalized conditions with this study.

Completed