Behavioral health patients in your ER may become agitated and aggressive because they are out of medication, withdrawing from addictive substances or simply frustrated about trying to get the help they need. Whenever possible, rely on verbal techniques to de-escalate these patients. These include:
- Remain calm and respectful.
- Avoid arguing or provoking the patient.
- Listen actively.
- Identify and verbally acknowledge needs and wants.
- Speak concisely, and repeat yourself when necessary.
- Offer choices.
Only when it’s absolutely necessary, you should defer to the established protocols for physical de-escalation. Combative patients may require physical or chemical restraining. Always follow your hospital’s guidelines, which should be the same as the de-escalation guidelines of the Centers for Medicare and Medicaid Services or The Joint Commission.