Although healthcare facilities are accustomed to dealing with medical emergencies daily, unexpected staff and patient safety-related emergencies can still arise.
Healthcare workers are disproportionately vulnerable to workplace assaults. In fact, more than 70% of all workplace assaults occur in healthcare and social service settings, according to the Occupational Safety and Health Administration (OSHA). Between 2002 and 2013, incidents of serious workplace violence were four times more common in healthcare than in any other industry. And the threats are only rising. Nearly half of hospital nurses in a 2022 National Nurses United study reported an increase in attacks against them — up from 31% in 2021.
Hospitals may encounter situations in which a patient verbally or physically threatens staff, a distraught family member becomes violent, gang violence arises in the emergency department, or a domestic dispute escalates. And while patients are the largest source of violence in healthcare settings, hospitals — as with schools — are not typically designed to withstand the threat of a determined intruder.
Between 2012 and 2016, 88 shootings occurred in 86 hospitals nationwide, leading to 121 gun-related deaths, according to a study in the National Library of Medicine. Those attacks mostly occurred in emergency departments, patient rooms, and parking lots.——Article Continues Below——
Institutions and organizations play an increasingly significant role in ensuring first responders have access to accurate safety and security information when responding to an emergency. It’s critical that facilities meet new regulations, required under two federal laws, that help 911 callers and emergency services locate each other more efficiently. It’s also important that they go the extra mile to protect hospital staff, patients, and visitors.
Effective communication is essential in healthcare and public safety fields where situations often require patience and understanding. Whether you’re a hospital administrator corresponding with staff, a 911 dispatcher speaking with callers, or a police officer updating concerned citizens, asking others to be patient must be done tactfully. This article explores professional ways these professions can request patience while maintaining a courteous, positive tone.
Why Patience is Crucial in Healthcare and Public Safety
In healthcare, patients and their families may already feel anxious or frustrated due to health issues or long waits. Meanwhile, hospital staff juggle immense responsibilities and urgent demands on their time. Clear communication and empathy on both sides is key. That’s why phrases like “please be patient” are so important. They acknowledge others’ feelings while politely asking for understanding.
For 911 dispatchers and police officers, remaining calm and asking callers or citizens to be patient can literally save lives during emergencies. It keeps the conversation productive and focused on solutions. Especially in times of crisis, a polite appeal for patience gives public safety personnel the time they need to gather information and coordinate the appropriate emergency response.
How to Professionally Ask for Patience
Whether spoken or written, how we ask for patience leaves an impression. Here are some polite, professional ways for healthcare and public safety communicators to request a little more time or understanding.
Spoken Communication
- “Thank you for your patience as we work to resolve this issue.”
- “We appreciate you holding on while we transfer your call.”
- “Please bear with us a little longer as we finalize the discharge instructions.”
- “Kindly allow me a moment to look up that information for you.”
- “I know waiting is difficult. We’re moving as fast as we can.”
- “I apologize for the delay. We are doing all we can to assist you.”
Speaking face-to-face or by phone allows us to soften requests for patience with a warm tone and empathy Short phrases like “Thanks for your patience” or “Just a moment please” convey gratitude and acknowledge the person’s cooperation,
Written Communication
- “We regret the extended response time and appreciate your patience.”
- “Thank you for your understanding as we work to update our system.”
- “We kindly ask for your patience during this difficult time. Please let us know if you need anything.”
- “We are working hard to resolve this issue. We greatly appreciate your patience.”
- “We are finalizing plans as quickly as possible. Your patience is much appreciated.”
- “Please accept our apologies for the delay. We are working diligently and will update you soon.”
In written communications like letters, emails, or social media posts, more formal language is often appropriate. Phrases like “Your patience is much appreciated” and “Please accept our apologies” convey sincere gratitude and goodwill
General Tips
- Set expectations up front when delays are anticipated. This helps others understand the situation and timeline.
- Offer regular status updates. Let people know you haven’t forgotten their request and that progress is being made.
- Express empathy. “We understand this is a difficult time…” lets people know you care.
- Apologize sincerely. “We apologize for any inconvenience caused” shows you take ownership of the issue.
- Thank the person. Gratitude phrases like “Thank you for understanding” go a long way.
- Avoid vague platitudes. Genric phrases like “Please be patient” can sound insincere without specifics.
- Use positive language. Saying “We’ll have an update soon” feels more reassuring than “This may take a while.”
Sample Scenarios and Responses
To make this advice more practical, let’s explore some examples of how to politely ask for patience in hypothetical healthcare and public safety scenarios
Healthcare Scenario
Situation: A patient’s family member calls the hospital wanting to know when their mother will be discharged after surgery. The discharge time is still being finalized by the care team.
Polite response: “Thank you for calling about your mother’s discharge. The care team is currently finalizing the plans to ensure her needs are met. I completely understand your desire to know her discharge time. Please bear with us for about 30 more minutes, and we will call you with a definite time. Your patience is greatly appreciated.”
Public Safety Scenario
Situation: A 911 dispatcher receives a call from a panicked witness reporting a multi-car highway accident. Responders have yet to arrive at the chaotic scene.
Polite response: “Please stay calm. Help is on the way. I know this is a frightening situation, but please be patient with me for just a couple more minutes while I gather some vital information from you. Take some deep breaths if you can. You’re doing great. The officers will be there soon thanks to your call.”
Takeaway
Whether you work in healthcare administration, emergency response, or another service field, adopting professional communication habits – including politely asking for patience – can improve interactions and outcomes. With empathy, active listening, clear expectations, and genuine appreciation, we can maintain cooperative relationships, even in difficult circumstances. Patience truly is a virtue, especially in times of stress.
How to Help Public Safety Professionals Better Respond to Hospital Emergencies
As of 2020, Kari’s Law requires that designated on-site personnel are notified when a 911 call is made and the facility’s phone system enables direct 911 calls. Meanwhile, RAY BAUM’S Act mandates that organizations using multi-line phone systems, such as hospitals, provide public safety professionals with the necessary data about a 911 caller’s physical location.
Responding to an emergency on a large campus, especially at a university hospital, can be as challenging as finding a needle in a haystack. First responders may have trouble finding the correct building entrance. Maybe their only option is to enter through the main door and travel around the building. There may be multiple buildings and floors affected by the emergency. Plus, receiving the correct location information during the initial call is essential to responding effectively. For this reason, facilities need to engage with a solution provider rather than a reseller of a specific technology.
Whether you’re operating a hospital, nursing home, or another healthcare setting, keeping your facility — along with its employees, visitors, and patients — safe is essential. And to do so, it starts with first responders obtaining critical and accurate location information about emergency incidents and related events.
Medical facilities should look for vendors that provide location discovery services and detailed multimodal notifications that feature audio and video information. In addition, they should choose vendors that offer connectivity to network providers that support emerging data formats and protocols through Next Generation emergency networks. As a result, carriers can provide information directly to the emergency communications center (ECC) and public safety answering point (PSAP), while simultaneously integrating any onsite resources that can expedite response efforts and coordinate with public safety.
Providing accurate and immediate information to first responders and on-site personnel can improve situational awareness, which is especially important when multiple agencies and jurisdictions are involved in an emergency response. Facilities have an opportunity to prioritize public safety and optimize security, rather than simply complying with regulations. Some of the key technologies that facilities need to be aware of and evaluate include:
- Interactive mapping. In the event that a patient or employee mistakenly provides an incorrect address during a 911 call, interactive mapping and location discovery services can assist in determining the correct location. Interactive mapping allows facilities to quickly and visually lock and unlock campus doors with just a few clicks. It also offers camera access to common areas and real-time communications capabilities, allowing everyone involved to streamline emergency communications. By offering these solutions and making relevant details available to 911 call centers, first responders will have the information they need to address situations promptly and accurately.
- Jurisdiction satellite maps. If a PSAP or ECC uses jurisdiction satellite maps, they can easily toggle on the vendor’s solution for supplemental data at no cost to first responders. West Central Dispatch in Missouri is one of many centers that already uses this. Instead of a pin dropping on a map, the call center can view campus boundaries and floor plans within its geofenced perimeter for a better sense of the situation. They can also immediately notify on-site personnel. As a result, authorities won’t waste time sending first responders to the wrong location.
- Incident command and control customization for first responders. With the advancement of technology in the public safety industry, 911 professionals can become more dynamic and productive while reducing their workload. Facilities should look for vendors that understand the entire workflow, as well as the individuals that will consume the information. The inclusion of a separate police menu for incident command, for example, is an essential requirement. With special capabilities, first responders can manage situations quickly from a menu with functions that allow them to clear buildings or invite other responders to the scene, including hazmat teams, health departments, or tactical teams. As a result, incident commanders and staff can view the situation from the same vantage point. This improves efficiency and effectiveness, and better protects employees, patients, and visitors.
Despite technology advancements, building security solutions remain in their infancy. And as a result, many niche businesses have entered the market with myopic and siloed one-off solutions. Some offer weapons detection. Others provide facial recognition or video mapping. This model forces organizations to contract with multiple vendors and piece together a security solution. By choosing a vendor with an all-encompassing vision and built on interoperable standards-based solutions through a secure, but easily consumed web portal, facilities can protect those on their campus and ensure everyone involved in an emergency has access to identical information.
When you tailor an emergency toolkit to your facility’s needs, you do more than just ensure compliance. You also provide a higher level of safety and protection for each employee, visitor, or patient who steps foot on your campus.
Ivo Allen is a 30-plus-year veteran of the telecom industry. He is the CEO of 911inform, a public safety company providing mission-critical situational awareness to the existing 911 system.
Note: The views expressed by guest bloggers and contributors are those of the authors and do not necessarily represent the views of, and should not be attributed to, Campus Safety.
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FAQ
Why are people putting student driver stickers on cars?
What does please be patient student driver sticker mean?
What does “Please Be patient” mean?
Using the phrase “please be patient” can indeed be considered professional, formal or informal, and polite. This phrase is best employed in situations where delays are expected, and you wish to reassure the other party that progress is being made.
Is avoidable patient harm a public health concern?
Avoidable patient harm is a major public health concern, and may already have surpassed heart disease as the leading cause of death in the United States. While the public health community has contributed much to one aspect of patient harm prevention, infection control, the tools and techniques of pu …
What is a synonym for “Please Be patient”?
Here are twelve alternatives that serve as synonyms for “please be patient.” 1. Thank you for your patience This alternative is both professional and polite, making it an excellent synonym for the original phrase. It acknowledges the waiting time that someone has already spent, adding a touch of gratitude.
Does public health contribute to patient safety science?
While the public health community has contributed much to one aspect of patient harm prevention, infection control, the tools and techniques of public health have far more to offer to the emerging field of patient safety science.
What are the National patient safety goals for 2024?
2024 National Patient Safety Goals Presentation NPSG 15.01.01 Suicide Prevention Resources Look-alike/sound-alike drug list Official “Do Not Use” List of Abbreviations Reduce the likelihood of patient harm associated with the use of anticoagulant therapy. The Joint Commission’s National Patient Safety Goals presentation for 2024.
Why do we collect information about emerging patient safety issues?
Each year we gather information about emerging patient safety issues from widely recognized experts and stakeholders. This information is the basis for our ®, which we tailor for each specific program. It also informs our sentinel event alerts, standards and survey processes, performance measures, and educational materials.
