This week’s Safety & Security Corner shares an update on de-escalation training across BWH. Staff should report safety concerns by telling a manager or calling Security at 617-732-6565. For non-urgent concerns, email

As part of BWH’s commitment to keep employees, patients, families and visitors safe, BWH’s Security Department provides de-escalation training to physicians and nurses in inpatient and ambulatory areas. John Pierro, BWHC senior vice president of Facilities and Operations, and Bob Chicarello, director of Security and Parking, are working with Rich Wong (BWH’s full-time de-escalation instructor), industry experts, physicians and staff to further customize and pilot additional modifications to the de-escalation training for ambulatory and off-site locations.

Similar to BWH’s S.A.F.E. program—an evidence-based inpatient clinical response for preventing, managing, de-escalating and responding to events—Security de-escalation training teaches employees how to recognize threatening behavior among patients and family members through didactic and in-person on-site training modules. The training includes protocols, techniques and resources designed to identify when help may be needed, while reducing the intensity of a situation through verbal responses and physical cues. BWH Security is developing a related HealthStream seminar and hopes to train all staff and employees who interact with patients across all ambulatory areas within the next year.

Roughly 240 employees have undergone de-escalation training so far. As rollout continues, if you are interested in offering de-escalation training to your unit or clinic, call 617-525-9313 or email