Implementing SAFER Responses to Misconduct and Responding to Biased Patient Requests ASAP

Sheila K Stevens; Benjamin J Houge; Jeff M Poterucha; Heather R Preston; Brooke L Werneburg; Thomas J Welch; Mustaqeem A Siddiqui

doi:10.1177/23743735221102672

Implementing SAFER Responses to Misconduct and Responding to Biased Patient Requests ASAP

J Patient Exp. 2022 Jun 8:9:23743735221102672. doi: 10.1177/23743735221102672. eCollection 2022.

Authors

Sheila K Stevens¹, Benjamin J Houge¹, Jeff M Poterucha², Heather R Preston¹, Brooke L Werneburg¹, Thomas J Welch³, Mustaqeem A Siddiqui^{1

4}

Affiliations

¹ Mayo Clinic Experience Training, Education & Coaching, Rochester, MN, USA.
² Mayo Clinic Office of Patient Experience, Rochester, MN, USA.
³ Mayo Clinic Department of Quality and Affordability, Rochester, MN, USA.
⁴ Division of Hematology, Mayo Clinic, Rochester MN, USA.

Abstract

Background: In response to encounters involving misconduct, discrimination, and harassment toward healthcare workers, the Experience Training, Education, and Coaching (XTEC) team was tasked with empowering staff members to respond to biased requests and misconduct appropriately and consistently. The aim of this article is to discuss communication strategies for how to respond to patient bias and misconduct. Methods: XTEC developed a training program with two focused communication strategies: (1) SAFER, a stepped approach to respond to patient and visitor misconduct and (2) ASAP, an approach for responding to patient bias which we describe as requests related to race, religion, ethnicity, gender, and other personal attributes of staff. Intervention: SAFER ASAP workshops were delivered to 2154 health care professionals through 109 face-to-face training over a 15-month period between January 2019 and March 2020. All trainings were discussion- and scenario-based, ranging in duration from 60 to 90 min. Participants were given pre- and post-training test case scenarios, in which respondents wrote responses to a challenging behavior to assess skill attainment post-training. Results:Seventy-one percent demonstrated higher levels of response ability post-training, and 92% of respondents indicated they would likely recommend this training to others. Conclusions: SAFER ASAP is an effective communication training program for responding to patient and visitor bias and misconduct.

Keywords: United States; healthcare; patient bias; patient misconduct.