Reducing aggression in A&E departments

According to the National Audit Office, violence and aggression towards frontline hospital staff is estimated to cost the UK government at least £69 million a year in staff absence, loss of productivity and additional security.

A cutting-edge project being carried out at the University aims to reduce levels of violence and aggression in accident and emergency departments across the country.

Our researchers, led by Dr Nigel Caldwell from the School of Management, are part of a multi-disciplinary team commissioned by the Department of Health and the Design Council to explore cheap design solutions that could ease patient frustration and help make casualty units calmer for everyone.

Design solutions

The team has developed a series of prototype designs intended to help make patients feel less alienated and prevent factors that could potentially trigger aggression or violence. These include a system of environmental signage called ‘slices’, which gives clear, location-specific information, and screens that provide live and dynamic information about how cases are being handled. Everything has been designed to be simple and low-cost to implement, and to avoid creating physical barriers between patients and staff.

The project also provides specific advice about lighting, decor and seating for hospital managers who might be planning significant refurbishments. Two of the UK’s National Health Service (NHS) trusts are currently implementing the recommendations, with a third expected to do so shortly. If these pilots are successful, then it is hoped this will be rolled out across the NHS.

“ Patients are generally most aggrieved when they don't know what's going on or why they're having to wait. The team's recommendations aim to provide a simple and better way of greeting and communicating with patients. ”