Safety first

“Some days you wish you had a pillow and a blanket.”

Karen Eckel, supervisor of security at the Brantford General site of the Brant Community Healthcare System was relaxing with Leah Hewson following their shift. “A typical day doesn’t exist,” Karen said. “Recently, a gentleman had a heart attack at the ER entrance. Leah grabbed a wheelchair while I went for nurses from the ER and we all helped. Every day is different, always interesting, but never routine.”  

The role of the ten members of the hospital security team is to protect patients, staff and the hospital property 24 hours a day, seven days a week. All of the security officers are credentialed before they are hired and must adhere to many rules and regulations. They routinely escort patients and visitors and make rounds of the vast hospital property- both inside and out. Their many duties include responding immediately to hospital codes and from their command post they also monitor a high- tech video camera system throughout the facility including the parking lots. 

“Providing security in a hospital setting is very unique,” Karen said. “Usually security is responsible for providing safety for objects and property, whereas in hospitals it also includes personal security. In industry you do mostly night shifts compared to around-the-clock work at hospitals.”    

Frequently, a security officer is one of the first people patients and visitors see when they arrive at the hospital. “A patient may be worried about a medical procedure they are undergoing,” Leah said. “Other times hospital staff may have summoned a family member to come quickly to the hospital. Oftentimes, these people are quite anxious when they arrive but when they leave the hospital they smile and thank us.”

The security officers receive feedback from the ambulance attendants and the crewmembers of the various patient transfer companies. Karen commented, “Often they tell us that what we do for them isn’t necessarily what happens at the other hospitals they go between. We like to help in whatever way we can.”     

But the job is much more than holding doors for people and assisting elderly and disabled patients from vehicles and escorting them to their appointment.

“I remember a young patient that was hallucinating,” Leah recalled. “The patient punched a police officer three times in the face. It took two of us, along with a nurse and two police officers, to calm him down. Another difficult patient was the drunk in the emergency department who had a serious heart condition. Then there was the patient from a penitentiary who was in isolation. One thing led to another and additional assistance arrived. Our non-violent crisis skills are tested all the time. Like we say, each day is different.”

Chris Daly, manager, engineering and maintenance is proud of the security staff. “They are all certified protection officers and they are very much part of our hospital team.”

Meeting with Karen and Leah, you quickly see they enjoy helping. They speak about meeting people on many different levels and having to please them, sometimes in very difficult times. Leah commented, “It is a joy to help our patients and visitors; you learn so much from them. Everyone can have a bad day.” 

At the end of the day Karen and Leah leave for home knowing they have helped. As Leah says, “We have made a difference.” 

Gary Chalk is senior executive director- public affairs & development for the Brant Community Healthcare System. Brantford General is a regional health centre providing primary, emergency and specialized programs. The Willett, Paris is a multi- service health centre providing urgent care, primary care and community outreach programs.