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RESEARCH ARTICLE
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Implementation of an Ambassador program to reduce occupational violence in hospital inpatient settings: a pilot study

Lita Jeffries A , Hui (Grace) Xu B C , Anna Doubrovsky B , Kaylene Woollett C , Joanna Griffiths A and Jed Duff B C *
+ Author Affiliations
- Author Affiliations

A Queensland Occupational Violence Strategy Unit, Royal Brisbane and Women’s Hospital, Block 7, Herston, Qld 4029, Australia.

B Queensland University of Technology, Centre for Healthcare Transformation, School of Nursing, Kelvin Grove, Qld 4059, Australia.

C Royal Brisbane and Women’s Hospital, Butterfield Street, Herston, Qld 4006, Australia.

* Correspondence to: j2.duff@qut.edu.au

Australian Health Review https://doi.org/10.1071/AH24248
Submitted: 11 September 2024  Accepted: 28 October 2024  Published: 18 November 2024

© 2024 The Author(s) (or their employer(s)). Published by CSIRO Publishing on behalf of AHHA.

Abstract

Background

Occupational violence (OV) is a significant workplace issue that affects 62% of healthcare workers globally. An Ambassador is a new role that focuses on preventing OV in healthcare settings. They proactively engage with patients and visitors, using behavioural strategies to redirect or de-escalate people who may be of concern. This pilot study evaluated the introduction of an Ambassador in an acute inpatient hospital setting.

Methods

A cross-sectional multiple-method evaluation was conducted in three surgical wards in a major metropolitan hospital in Australia from December 2020 to February 2021. Data from security records, incident reports and staff surveys were collected before and during the pilot. The survey included multiple-choice and open-ended questions. Quantitative data were analysed in SPSS, and qualitative data were analysed using thematic analysis.

Results

After the 3 month pilot, a significant decrease was seen in security calls (from 111 to 44, a decrease of 60%, χ2 = 28.96, P < 0.001) and incident reports (from 20 to 6, a decrease of 70%, χ2 = 7.54, P = 0.006). Staff surveys showed an increased awareness of OV as a workplace issue (from 60% to 82%, χ2 = 7.65, P = 0.005). The qualitative analysis identified three main themes: professional roles and functions, key personnel characteristics, and suggestions for future implementation.

Conclusions

An improvement was seen in the staff perception of safety and a reduction in organisational metrics related to OV. Future research is required to evaluate program effectiveness across different wards and settings.

Application to practice

The success of the Ambassador program relies on selecting the right candidates, providing clear role descriptions, offering appropriate training and ensuring adequate support resources.

Keywords: Ambassador program, inpatient ward, intervention, occupational violence, pilot study, quantitative study, security officer, security service model.

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