Case Study: California Pacific Medical Center

Case Study [PDF]


California Pacific Medical Center (CPMC) needed to increase nurse and patient safety. But with different training models in place in different departments, disjointed efforts weren’t producing the desired results.

CPMC knew they needed training that focused on de-escalation skills, and that they wanted all hospital employees to have the same training.


After studying several staff training models, Clinical Nurse Manager Maria Livinia Feodora Jacobsen selected CPI’s Nonviolent Crisis Intervention® program as the training solution for all employees “because it had been taught to millions of health care professionals, it exceeded regulatory standards, it had high recognition, and the model was grounded in research.” Training was implemented in 2009.


CPMC saw a decrease in staff members who required medical treatment because of incidents with patients. In 2011, this number was zero.

This safer environment was the result of a sustained three-year trend in improving patient satisfaction and decreasing seclusion and restraints.
  • Patient feelings of safety increased from 17.5% to 72.4%
  • The patient satisfaction score rose from the 20th percentile to the 83rd percentile
  • Seclusion rates decreased from 10.4 to 3.4*
  • Restraints decreased from 2 to .85*

*Rates in hours per 1000 patient days.

For more on success at CPMC, check out Type II Workplace Violence in an Urban Acute Hospital [PDF].
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About the Author

“Every individual on this earth deserves to be treated with compassion, understanding, and the right to keep their dignity intact. This can be difficult to honor at times when someone loses control of their behavior, but that’s where Rational Detachment and not taking it personally really kicks in. What has helped me be able to do this well goes back to the first day I was introduced to Nonviolent Crisis Intervention® training. I was a participant before becoming a Certified Instructor (and before working for CPI), and over the years I have had so many opportunities to use what I learned way back then. Today, I live the skills automatically. It’s an honor to have been given those skills to live the philosophy of treating others the way I want to be treated.”