Workplace Violence: Whose Problem Is It?
By Julianna Paradisi, RN
Once upon a time, I was the assured quality (AQ) representative for a nursing unit. I attended monthly AQ committee meetings with members from medicine, pharmacy, laboratory, and respiratory therapy to review incident reports. We developed processes for improving patient safety and work flow. Agenda items changed monthly, except for the paper towel dispenser problem.
The unit had a paper towel dispenser, which operated by a lever. It was noisy, disturbing the patients. It did not hold enough paper towels for 24 hours. Since housekeeping did not staff to fill paper towel holders on night shift, physicians and nurses entering the room found them empty after washing their hands in the morning. This angered everyone, so it went on the AQ committee’s agenda.
The unit needed new towel dispensers. However, the committee could not determine whose job it was to research replacements. No one knew which department was responsible for ordering new dispensers, or whose budget would pay for them. Since there were other agenda items to discuss, every month the towel dispenser problem was “parked” for the next meeting. This continued for the entire time I served on AQ. The problem remained unresolved when I moved on.
Workplace violence toward nurses feels like the “irresolvable dilemma” of the paper towel dispenser. Over the years, statistics […]



