An American Nurses Association study found that over a three-year period, 25 percent of surveyed registered nurses and nursing students reported being physically assaulted by a patient or a patient’s family member. Physicians, particularly emergency medicine physicians and inpatient psychiatric workers are also frequently victimized. A recent Harvard Business Review showed that exposure to aggressive patients can increase the likelihood of medical error.

To address this, patient-facing care providers at UCHealth received an Amplifire course covering de-escalation techniques in situations involving agitated or challenging patients. The course teaches de-escalation techniques providers can use when faced with situations in which they must manage aggressive patients. The goal was to increase clinician safety while improving patient care. It was rolled out to 6,849 staff members at UCHealth.

Initial Knowledge (prior to learning)

This heatmap is taken from Amplifire’s reporting dashboard and shows the workforce sorted by their amounts of confidently held misinformation, uncertainty, and proficiency.

  • 6,876 employees generated 200,013 data points 43,002 instances of confidently held misinformation were corrected
  • 32,003 instances of uncertainty were corrected 24,008 instances of existing proficiency
  • The most misinformed staff spent 81 minutes in the platform on average, while those who were already proficient spent only 10 minutes
  • By the end of the course, 100% of staff were proficient (both confident and correct) on all the material
Behavioral Health Initial Knowledge

Top 3 Take-aways by Topic

To help manage risk across an organization, Amplifire ranks healthcare topics by the percent of the workforce with confidently held misinformation.

Provoking Aggression
63% of staff were misinformed about the proper body language proven to be the least provocative when dealing with angry, agitated patients.

68% of staff confidently made the wrong decision when dealing with an aggressive family member.

Listening Closely
61% of staff had confidently held misinformation about the process of de-escalating a situation involving aggressive patients in pain.

Behavioral Health Topics average knowledge heatmap graph image

Clinical Outcomes

Download the full case study to see all of the take-aways and the impact they had on clinical outcomes.

Behavioral Health Case Study