Impact of a Mediator for Patient Intake in Emergency Departments

Mediation Clinical Trial

— MEDIA  

Official title:

Welcoming Patients in Emergency Departments: Impact of the Mediator

Clinical Trial Details — Status: Completed

Administrative data

• NCT number: NCT03139110
• Other study ID #: 69HCL17_0038
• Status: Completed
• Start date: November 15, 2017
• Est. completion date: June 1, 2019

Study information

• Verified date: December 2019
• Source: Hospices Civils de Lyon
• Contact: n/a
• Is FDA regulated: No
• Study type: Observational

Clinical Trial 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).

Recruitment information / eligibility

• Status: Completed
• Enrollment: 2378
• Est. completion date: June 1, 2019
• Est. primary completion date: June 1, 2019
• Accepts healthy volunteers: No
• Gender: All
• Age group: 18 Years and older

Eligibility

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).

Related Conditions & MeSH terms

• Aggression
• Emergencies
• Mediation
• Violent Aggressive Behavior

Intervention

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.

Locations

Country	Name	City	State
France	Pôle Information Médicale, Evaluation, Recherche - Hospices Civils de Lyon	Lyon
France	Service d'urgences médicales et chirurgicales - Hôpital Edouard Herriot - HCL	Lyon
France	Service médical d'accueil des urgences - Hôpital de la Croix Rousse - HCL	Lyon
France	Service d'accueil des urgences - Centre hospitalier Lyon Sud - HCL	Pierre-Bénite

Sponsors (1)

Lead Sponsor	Collaborator
Hospices Civils de Lyon

Country where clinical trial is conducted

France, 

Outcome

Type	Measure	Description	Time frame	Safety issue
Primary	Incidence of violence or aggression by patients directed towards emergency staff	The violence or aggression will be collected by professionals of the emergency department. They will be classified in 4 levels of gravity.	During the patient stay in the emergency department, an average of 3 hours, up to 8 hours.
Primary	Incidence of violence or aggression by patients's accompanying persons directed towards emergency staff	The violence or aggression will be collected by professionals of the emergency department. They will be classified in 4 levels of gravity.	During the patient stay in the emergency department, an average of 3 hours, up to 8 hours.