Work-related violence and aggression has been defined by the European Commission as any incident where staff are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, wellbeing or health.
The Authority has recently carried out inspections in the retail sector and a number of these inspections were focused on the community pharmacy setting. The inspections were carried out with a focus on violence and aggression by members of the public.
“ It is a legal requirement for employers to assess the risks in the workplace and to have a document known as a Safety Statement to capture how it manages its occupational safety and health (OSH).”
The aim of the inspections was to explore this hazard in various sectors, what control measures employers have in place, and discuss with employers what their experience of this hazard has been. The inspections had learnings for both the Authority and the employers. Most inspections concluded with written advice being issued to the pharmacy. Following the inspections, the Authority met with the IPU to discuss the findings, and what avenues the IPU could use to assist in spreading the message of safety at work.
A risk assessment will inform the pharmacy’s owner as to what control measures are required. The inspections found that common controls that employers can use to lower the risk from violence and aggression include:
Inspections found that there was low compliance when it came to access or knowledge of the Safety Statement. It is a legal requirement for employers to assess the risks in the workplace and to have a document known as a Safety Statement to capture how it manages its occupational safety and health (OSH). In a pharmacy setting, it was noted that pharmacy Standard Operating Procedures (SOPs) were often put forward as OSH risk assessments, when this document was requested for review.
One area of concern the Authority raised with pharmacy managers and the IPU is the risk around consultation rooms. Risk assessments were not available for the hazards associated with the use of these rooms. While having a patient consultation room available for use in community pharmacies is a legal requirement, it has been noted that the hazard of violence and aggression can be greater in these areas, as the employee is often on their own in this area with a patient/customer. During inspections, it was noted that risk assessment for this area was not carried out from a violence and aggression perspective, and control measures were not put in place to reduce the risks. For example, it was noted that:
Pharmacy staff using the patient consultation area should make their colleagues aware that they are using the patient consultation area. Glass/perspex panels should allow visual contact of the employee to other employees, or have an appropriate panic button/intercom. Useful information on interview rooms is in the information sheet Managing the Risk of Work-related Violence and Aggression in Healthcare, which be found at hsa.ie > Publications and Forms > Publications > Information Sheets (2014).
Employees who deal with members of the public may encounter violence and aggression. A risk assessment will inform the employer as to the risks associated with this hazard at their place of work. Taking account of this assessment the employer has a duty to give the employee adequate training, information and instruction. Employees need to be aware of the control measures in place to reduce the risk of violence and aggression. If employees are faced with the hazard of violence and aggression, they must be clear on what to do in that event.
The employee, given the appropriate training and information, may be able to positively influence the occurrence of violent or aggressive behaviour, and by being sensitive to changes in potential assailant’s body language or behaviour, they may be able to alter their own response accordingly and avert violent confrontation.
Previous training to deal with potentially violent situations helps staff behave in a confident manner which in turn reduces the chances of situations escalating to a physical violence stage. Referring a dispute to a line manager, or offering a route of appeal to an otherwise aggrieved customer, is a useful de-escalation technique.
A useful approach is to ensure the aggressor knows that there is support on-site for the employee. It is also important to keep calm. If required, indirectly seek the attention of other employees or customers. Never turn your back on a potential aggressor, but back away to a place of safety. Always use an appeasing tone and accede to the potential assailant’s view until you are safe.
For further information contact or visit hsa.ie or besmart.ie.
Paraig Earley
Inspector, Health and Safety Authority
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