A shocking incident at a Toronto hospital has sparked a call for action, with an Ontario healthcare watchdog demanding a cultural shift. The watchdog's investigation revealed a disturbing trend of 'hawkish and militaristic' language in the hospital's security policies, which may have contributed to the injury of an 84-year-old woman, June Turcotte.
The Patient Ombudsman's report, obtained by CTV News, exposed a culture clash at Michael Garron Hospital. The use of phrases like 'tour of duty' and 'protection agents' in the hospital's marching orders suggests a warlike atmosphere, which is at odds with the core mission of a healthcare facility.
"This language and the implied culture are not in line with the goals of a healthcare environment," the Ombudsman stated. "Combat-related terminology may not reflect the compassionate and respectful values that healthcare organizations strive for."
Michael Garron Hospital has accepted the recommendations and is taking steps to change. They've revised their security policies, removing the militaristic language, and have equipped their security staff with body-worn cameras, a measure used by Canadian police forces to record evidence of force usage.
The incident that sparked this investigation was a disturbing one. June Turcotte, who is deaf and has dementia, arrived at the hospital for basic tests and ended up covered in bruises. Her family alleges that she was put in a headlock by a security guard, causing significant injuries.
"It's unimaginable," said Michael Turcotte, June's son. "An elderly lady in a hospital bed should not be a threat. If the only response is to use such force, then the system needs an urgent overhaul."
The Ombudsman's report revealed an increase in the use of force at the hospital, with rates rising from 1.8 interventions per 1,000 emergency room visits in 2023 to 2.1 interventions per 1,000 visits in the following year. ER doctor Alan Drummond suggests these numbers could reflect the growing challenges healthcare staff face, including substance abuse and increasing cases of dementia.
Drummond emphasizes the need for hospitals to address these threats while maintaining a supportive environment. "We must strike a balance. As we fortify our defenses, we must ensure we don't lose the essence of a hospital as a place of healing and comfort."
The report reconstructs the events leading up to Turcotte's injuries. At around 1 a.m., she woke up and wanted to leave with a relative. A nurse and a doctor briefly attended to her, and then a security guard arrived. The guard allegedly used a 'headlock' to prevent Turcotte from spitting, and she was restrained for over three hours. X-rays of her wrists revealed no fractures.
Despite the incident, neither the Toronto Police nor the province's Ministry of the Solicitor General took disciplinary action against the security guard. The hospital's external reviewing agency deemed the force 'necessary and reasonable', but the Ombudsman questioned the credibility of this assessment due to a long-standing contractual relationship between the hospital and the agency.
Since the incident, Michael Garron Hospital has made several changes, including creating a geriatric emergency department, revising staff schedules, and assigning additional staff to the unit. The hospital's VP, Phillip Kotanidis, stated, "We take patient complaints seriously and are committed to providing the best care possible."
The Patient Ombudsman, Craig Thompson, explained that his office's investigations are designed to improve patient experiences across the healthcare system, not to assign blame. "Hospital security issues are not unique to one facility, and we hope our recommendations will lead to positive changes."
The Turcottes hope that the changes at Michael Garron Hospital will be a model for other facilities, reducing the risk of similar incidents and injuries to vulnerable elderly patients.
