This project aimed to reduce patient aggression and improve staff safety and confidence in managing aggressive behaviour at the Sydney Dental Hospital.
Using Clinical Excellence Commission Improvement Science methodology and implementation science, the team defined the problem and established a SMART goal. Using data analysis, staff surveys and stakeholder-guided interventions, the team created a de-escalation workflow tailored to local needs, supporting NSW Health policies. This was supported by role-specific training, daily safety huddles and structured debriefs. Continuous Plan, Do, Study, Act cycles allowed for ongoing improvement and a patient survey endorsed by the Consumer Committee helped ensure the changes met consumer needs.
This co-designed project improved staff confidence in recognising and managing aggression using de-escalation techniques and activating duress systems when needed. Incident reporting increased, showing improved psychological safety, while safety huddles and debriefs improved communication. This led to patients experiencing calmer interactions, more consistent information and enhanced care.
By turning policy into practical processes, the project strengthened safety culture, improved staff capability and enhanced the patient experience, with strong potential to transfer across different clinical settings.
The 2026 People and Culture Award is proudly sponsored by LeasePLUS
