Office Disruption Policy

In the event of a disturbance or disruption by patients, visitors, or staff at St. Luke’s Eye Care and Laser Center, action will be taken to prevent physical injuries to staff, patients, and visitors. 

Inappropriate Behavior includes:

·        Unwelcome name-calling, obscene language, and abusive behavior

·        Intimidation through direct or indirect verbal threats

·        Throwing objects

·        Physically touching in an intimidating, malicious, or sexually harassing manner.  This includes hitting, slapping, poking, kicking, pinching, etc.

·        Physically intimidating other: obscene gestures, fist-shaking, “getting in your face.”

If an employee believes that an individual may resort to violence, the employee should remove himself/herself from the situation and notify the office manager, Sandra Robben-Weber, or back office manager, Brad Lovelace, immediately.  They will determine whether or not to call the police.

If an employee believes that an individual is acting in a manner in order to vent frustration, remove the individual from the location where the incident is taking place and allow the individual to calm down in another location.

In all cases of disruption, employees should immediately report the incident to the office manager, Sandra Robben-Weber.

If an individual causes a disruption, but later calms down, office staff should talk to the individual to see if the problem can be solved.

Personal Conduct to minimize violence DO’s

·        Project calmness (move and speak slowly, quietly, and confidently)

·        Be a good listener; encourage the person to talk

·        Remain relaxed but attentive (right angle to person rather than directly in front)

·        Acknowledge the person’s feelings

·        Ask for small, specific favors, such as moving to a different sitting area

·        Establish ground rules, including consequences of violence

·        Be reassuring and offer choices; break big problems into small ones

·        Use delaying techniques, such as offering a glass of water, to allow calming

·        Accept criticism positively, especially when valid.  If not valid, ask for clarification

·        Ask for recommendations; repeat his/her requests

·        Arrange seating so that your exit is not blocked

Personal Conduct to minimize violence DON’Ts

·        Use styles of communication which creates hostility (apathy, coldness, giving the run-around)

·        Reject all demands initially

·        Use challenging body language (standing directly opposite)

·        Avoid physical contact, finger-pointing, long periods of fixed eye contact

·        Make sudden movements which may be perceived as threatening

·        Challenge, threaten, dare, or belittle the individual

·        Criticize or act impatient

·        Attempt to bargain or to impart technical information

·        Make the situation seem less serious

·        Make false statements or promises you cannot keep

·        Take sides or agree with distortions

·        Invade the individual’s personal space

All incidences of violent behavior, even if no injury is incurred, will be thoroughly documented. Police will be notified in case of serious harm or threats.  Violence resulting in death of an employee or the hospitalization of at least three employees will be reported to OSHA within eight hours and to the police immediately.  Incidents that result in loss of consciousness, hospitalization, lost workdays, or change in work assignments will be documented on the OSHA 300 log if applicable.