NCT03139110

Impact of a Mediator for Patient Intake in Emergency Departments

Welcoming Patients in Emergency Departments: Impact of the Mediator

• Status: Completed
• Phase: —
• Study type: Observational
• Enrollment: 2,378 (actual)
• Sponsor: Hospices Civils de Lyon · Academic / Other
• Sex: All
• Age: 18 Years
• Healthy volunteers: Not accepted

Summary

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).

Conditions

• Violent Aggressive Behavior
• Mediation

Interventions

Type	Name	Description
BEHAVIORAL	Presence of a mediator in the emergency departments	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.

Timeline

• Start date: 2017-11-15
• Primary completion: 2019-06-01
• Completion: 2019-06-01
• First posted: 2017-05-03
• Last updated: 2019-12-16

Locations

4 sites across 1 country: France