Understanding the influence of lived experiences

Written by, Alfie Dollard, Trainer

As a personal safety trainer at IKON Training in the field of Conflict Resolution, Managing Challenging Behaviour and Violence and Aggression, I recently embarked on a unique journey — a shadow shift with Carlisle Support Services Security Officers at one of our valued partners, The Princess Alexandra Hospital in Harlow.  

This eye-opening experience gave me invaluable first-hand insights into the challenges and responsibilities faced by security personnel in healthcare environments. 

My journey shadowing Security Teams  

As a trainer, it’s essential for me to understand the challenges our learners face. This understanding allows me to provide realistic solutions within our security training for hospital staff. Accompanying security teams operating in healthcare environments unveiled the demanding nature of their roles. Eager to comprehend their responsibilities and obstacles, and enhance our hospital security training, I spent a day with the day and night hospital security teams. 

Engaging and communicating with the NHS Security Team was vital. I started by discussing with the on-site Emma Raven to gain insights into hospital operations, everyday occurrences, and existing security measures.  

During shadowing, I witnessed the intricate balance required to maintain a secure yet welcoming environment. The officers diligently navigated their duties, upholding stringent security protocols while fostering a comforting environment. 

Their adeptness in handling potentially tense situations was enlightening. With attention to detail and a composed demeanour, they managed and de-escalated conflicts effectively. 

Yet, what struck me the most was the breadth of their interactions within the hospital community. They served as beacons of support and guidance, offering visitors directions and a comforting presence during distressing moments. 

Accompanying security officers revealed the multifaceted nature of their role in safeguarding healthcare environments, instilling a deep appreciation for the challenging complexity of their work. 

Alfie with learners at Princess Alexandra Hospital NHS Trust demonstrating the Mirror Drill exercise.

Yameen Choudhry, Head of Operations at Carlisle Support Services – Security South emphasised: 

‘IKON is a natural fit for use in Princess Alexander Hospital NHS Trust and East and North Hertfordshire NHS Trust. We have been working with IKON since 2018. The team always speaks highly of the training managers. The training received helps the team deliver on some difficult, challenging situations. One of the team’s main roles is to keep people safe, whether nurses, patients, or visitors. The training provided helps the security team achieve that.’ 

Delivering Managing Violence & Aggression Training  

Empowered by my experience while delivering Managing Violence & Aggression training to the hospital’s security teams.  

I drew on my first-hand experience and established meaningful connections with learners, showcasing genuine understanding and care for their roles. 

Refining techniques and models based on observed challenges reiterated IKON’s commitment to ensuring relevant and practical training. 

Learners at Princess Alexandra Hospital NHS Trust during an IKON Training NHS Security Teams Managing Violence and Aggression course.

Further learning with IKON Trainers 

Attending the ‘Lived Experiences of Patients in Care and Custody’ webinar with my colleagues Pat Lane, James Adams emphasised the importance of professional and lived experiences in enhancing safety and well-being.  

The excellent speakers Dwayne Smith, Lived Experience Practitioner and Iris Benson MBE AHP Lived Experience Advanced Practitioner were be joined by Dr Tony Bleetman, Consultant in Emergency Medicine, and colleagues from across the fields of security, emergency medicine, behavioural management, criminology and psychology to discussed how training and education can improve the safety and wellbeing of persons in our care across a range of settings. 

 James Adams, who also took part in the webinar said: ‘The webinar was very interesting to attend, and fully highlighted the importance of varying professional and lived experience inputs, in the delivery of services that support people in care and custody.  

I feel that one of the elements that really hit home to all in attendance was the very human factor that is fundamental in these discussions.  

Iris and Dwayne gave invaluable insights into their experiences of care and the huge difference that appropriate and effective care provision can make to the individual. I believe that the Masters programme developed by industry experts, in conjunction with Queen Mary University of London, will make a real difference in the advancement of services and training provision through solid education and understanding.’

You can view the webinar here. 

Alfie delivering Conflict Resolution Training.

Trainers Nick and Alfie demonstrating physical skill to security staff.

Our training approach 

At IKON, understanding lived experiences is paramount.  

Training emphasises cultural competency, trauma-informed care principles, and building rapport. Our diverse team brings first-hand understanding and empathy to training scenarios. 

In conclusion 

IKON Training’s  approach, enriched by lived experiences, ensures comprehensive and empathetic training. Insights from patients and caregivers enrich our curriculum, ultimately enhancing the learning journey for all involved. 

For more information about IKON Training 

For more information about IKON Training managing aggressive behaviour training courses visit our website. 

Looking to enhance your hospital security office staff with training?
Click here to view the NHS Security Team Training course: https://ikontraining.co.uk/courses/nhs/pmva-training/

Email us at [email protected] or give us a call, we’d love to help 01473 927333. 

Written by Alfie Dollard, Trainer