Healthcare workplace violence is surging.
A report by the U.S. Bureau of Labor Statistics found that healthcare workers face violence at rates 16 times higher than any other industry. This aggression can come from seemingly anyone, including patients, their families and even coworkers.
Young and inexperienced healthcare staff members are particularly vulnerable to these threats. An OSHA report revealed that they encounter more aggressive situations and often struggle to manage them effectively. It’s a challenge that’s compounded by newer nurses’ reliance on technology for patient interactions—like Epic, an electronic healthcare system that facilitates patient care. Epic includes a means to do everything from scheduling to pharmacy management and patient communications, meaning it’s heavily relied on by clinicians. That technological dependence can reduce patient interaction and hands-on support, contributing to significant communication gaps.
The cost and criticality of effective communication in healthcare has never been higher, and healthcare organizations are actively responding. At UNC Health in North Carolina, System Director Sharon Delaney McCloud has organized town halls addressing workplace violence and the importance of communication skills for its 45,000 employees.
During one of these sessions, McCloud’s coworker shared a story from American Nurse magazineabout the ‘social contract’ between healthcare workers and patients—everything that nurses need to consider during care due to the threat of workplace violence.
In fact, many organizations are now turning to their frontline staff for input on developing effective solutions. At Loretto Healthcare, Chief Marketing and Engagement Officer Julie Sheedy observed the same concerning trends of increasing aggression and excessive reliance on technology in patient communication.
In response to these trends, she recommends healthcare facilities consider offering workshops on problem-solving and conflict resolution. These sessions could help reduce staff reliance on impersonal, technology-based communication, which often risks misinterpreting messages and tone.
UNC is already moving in this direction. Recently, it introduced a comprehensive training course, “Leadership Starts with Me,” as part of the mandatory curriculum for all employees. This initiative emphasizes the importance of leadership and communication across all levels of healthcare, and is part of a renewed focus on strengthening interpersonal relationships.
In healthcare, the stakes of miscommunication are high. It can lead to serious outcomes: everything from increased patient risk to significant financial costs. So some organizations are looking to include violence de-escalation techniques in their syllabus—something that the American Hospital Association recommends.
Training staff in de-escalation techniques not only prevents situations from deteriorating but can even defuse them before they begin. Healthcare employees who are trained to recognize early signs of agitation are better equipped to apply appropriate communication strategies, like non-threatening body language and a calm tone, to avoid further issues.
When incidents do occur, follow-up communication is nearly as crucial as your organization’s preemptive measures. Regular team meetings and debriefings provide a space for employees to discuss events, evaluate responses and identify areas for improvement. It also supports mental well-being, something that’s vital in a field prone to high levels of employee burn-out.
Healthcare workers are expected to balance responsibilities as both caregivers and communicators—but to do that effectively, they need tools and support. Increasingly, healthcare institutions are investing in targeted training programs and interpersonal communication classes to meet employee needs and curb the rising rates of workplace violence. By bridging the gap between technical expertise and human connection, these initiatives foster a safer, more compassionate environment for both patients and staff.
Mower brings decades of experience in communication training, specializing in de-escalation techniques and crisis management. If your healthcare organization is looking for assistance in scheduling communications training, please reach out to Maggie Hooper, Account Director and Healthcare Specialty Lead, at mhooper@mower.com.