The purpose of eye contact is to do all the following except: group of answer choices

Internet Citation: TeamSTEPPS Fundamentals Course: Module 3. Communication. Content last reviewed March 2019. Agency for Healthcare Research and Quality, Rockville, MD.
https://www.ahrq.gov/teamstepps/instructor/fundamentals/module3/igcommunication.html

At some point all licensees, permit holders and their employees will have to decide whether to refuse to serve alcohol to a patron, or prevent a patron from drinking alcohol.

Before refusing to supply a person with an alcoholic drink, or stopping a person from drinking, we recommend that your staff member engages in a conversation with the person suspected of being unduly intoxicated.

Speaking to a person helps to identify possible causes for signs of intoxication, which is important in meeting your obligations under the Liquor Act. It also ensures that a patron is not being unlawfully discriminated against (based on mental or physical impairment, for example).

Licensees, as part of their risk-assessed management plan, may have a written policy that deals with 'refusal of service'. This gives staff a clear understanding of their responsibilities and the steps to take when refusing to serve patrons. It is important for staff to deliver a consistent message that all patrons understand.

The following are some suggested 'do's and don'ts' of service refusal.

Do's of service refusal

• Do be polite and avoid value judgements. Use tact – politely inform the patron you will not serve them any more alcohol.
• Do point to posters/signs behind the liquor service point to reinforce your decision.
• Do explain the reason for refusal of service (e.g. showing signs of being unduly intoxicated).
• Do offer (if appropriate) non-alcoholic beverages instead, or to phone a taxi or a friend to drive them home. It is harder to get angry with someone offering to do something for you.
• Do make sure that they leave the premises safely and that they do not hang around outside.
• Do enter incidents relating to refusal of service in a log book, especially those involving threats or aggression.
• Do advise management and other bar staff that the person has been refused service to ensure they are not served liquor by someone else.

Don'ts of service refusal

• Don't call your patron a 'drunk' – warn them politely that their behaviour is unacceptable.
• Don't be persuaded to give them 'one last drink' after you have stated that they have had enough.
• Don't agree to let the person finish their drinks (it is an offence under the Liquor Act to allow a minor or unduly intoxicated or disorderly person to consume liquor on licensed premises).
• Don't raise your voice. If they raise theirs, lower yours.
• Don't put off refusal hoping that the patron will leave after the next drink - act while the patron can still be reasoned with.
• Don't judge other people.
• Don't think the matter is over because you have verbally addressed it.

When an unduly intoxicated patron remains on premises

While licensees are responsible for preventing a patron from becoming unduly intoxicated, it is not an offence against a licensee if an unduly intoxicated person remains on the licensed premises, provided they are closely monitored.

As the licensee is responsible for maintaining a safe environment in and around their venue, they should ensure that an unduly intoxicated patron is closely monitored and carefully managed so that the patron:

• has no further access to alcohol
• does not adversely affect the amenity of the nearby area.

Managing unduly intoxicated patrons on premises

Managers should always support the decision of their staff in refusing service to a patron they believe is unduly intoxicated. Overruling a staff member's decision in one situation increases chances of an unduly intoxicated person being served or drinking alcohol in the future. This can increase the risk of significant penalties for the staff and licensee, permit holder or approved manager.

Managing unduly intoxicated patrons must be done assertively and respectfully. If you identify an unduly intoxicated patron is with a friend, consider engaging with that friend to:

• advise that their friend is not going to be served any more alcoholic drinks
• explain why
• seek their assistance in getting the unduly intoxicated patron home safely.

Licensees are afforded some discretion when dealing with intoxicated patrons. For example, you may be concerned that by evicting an intoxicated patron they may not be capable of getting themselves home safely. In situations like this you may choose to:

• allow the patron to wait for friends to finish their drinks before taking them home
• allow the patron to wait for a spouse or friend to collect them, or for a staff member to finish duty before taking the patron home
• provide them with water, coffee, food and time to sober up before tackling public transport.
Caring for a patron after service is refused does not 'balance out' the harm in serving a person to a state of undue intoxication.

Removing unduly intoxicated patrons from the venue

A licensee or permit holders and/or their staff or agent can refuse entry or ask a person to leave if they are unduly intoxicated. If you ask a patron to leave the licensed premises, because they are unduly intoxicated, they must do so immediately. It is an offence for a drunk person to be on a licensed premises.

It is an offence for a patron to fail to leave the premises after being asked to leave, or to enter the premises after being refused entry. In this case, the licensee or permit holders and/or their staff or agent may use necessary and reasonable force to remove the patron.

When OLGR or police identify unduly intoxicated patrons in a licensed venue

If an unduly intoxicated person is found in a venue, police or Office of Liquor and Gaming Regulation (OLGR) investigators will ask:

• why the patron is there
• how they reached their current state
• what action is being taken.

A police officer or OLGR investigator may form the view that the circumstances, and the intoxication level of the patron, may warrant further action.

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Also consider...

Transmission-Based Precautions are the second tier of basic infection control and are to be used in addition to Standard Precautions for patients who may be infected or colonized with certain infectious agents for which additional precautions are needed to prevent infection transmission.
Source: Guideline for Isolation Precautions

Use Contact Precautions for patients with known or suspected infections that represent an increased risk for contact transmission.

• See Guidelines for Isolation Precautions for complete details.

• Ensure appropriate patient placement in a single patient space or room if available in acute care hospitals. In long-term and other residential settings, make room placement decisions balancing risks to other patients. In ambulatory settings, place patients requiring contact precautions in an exam room or cubicle as soon as possible.

• Use personal protective equipment (PPE) appropriately, including gloves and gown. Wear a gown and gloves for all interactions that may involve contact with the patient or the patient’s environment. Donning PPE upon room entry and properly discarding before exiting the patient room is done to contain pathogens.
• Limit transport and movement of patients outside of the room to medically-necessary purposes.  When transport or movement is necessary, cover or contain the infected or colonized areas of the patient’s body. Remove and dispose of contaminated PPE and perform hand hygiene prior to transporting patients on Contact Precautions. Don clean PPE to handle the patient at the transport location.
• Use disposable or dedicated patient-care equipment (e.g., blood pressure cuffs). If common use of equipment for multiple patients is unavoidable, clean and disinfect such equipment before use on another patient.
• Prioritize cleaning and disinfection of the rooms of patients on contact precautions ensuring rooms are frequently cleaned and disinfected (e.g., at least daily or prior to use by another patient if outpatient setting) focusing on frequently-touched surfaces and equipment in the immediate vicinity of the patient.

Use Droplet Precautions for patients known or suspected to be infected with pathogens transmitted by respiratory droplets that are generated by a patient who is coughing, sneezing, or talking.

• See Guidelines for Isolation Precautions for complete details.

• Source control: put a mask on the patient.
• Ensure appropriate patient placement in a single room if possible. In acute care hospitals, if single rooms are not available, utilize the recommendations for alternative patient placement considerations in the Guideline for Isolation Precautions. In long-term care and other residential settings, make decisions regarding patient placement on a case-by-case basis considering infection risks to other patients in the room and available alternatives. In ambulatory settings, place patients who require Droplet Precautions in an exam room or cubicle as soon as possible and instruct patients to follow Respiratory Hygiene/Cough Etiquette recommendations.
• Use personal protective equipment (PPE) appropriately. Don mask upon entry into the patient room or patient space.
• Limit transport and movement of patients outside of the room to medically-necessary purposes. If transport or movement outside of the room is necessary, instruct patient to wear a mask and follow Respiratory Hygiene/Cough Etiquette.

Use Airborne Precautions for patients known or suspected to be infected with pathogens transmitted by the airborne route (e.g., tuberculosis, measles, chickenpox, disseminated herpes zoster).

• See Guidelines for Isolation Precautions for complete details.

• Source control: put a mask on the patient.
• Ensure appropriate patient placement in an airborne infection isolation room (AIIR) constructed according to the Guideline for Isolation Precautions. In settings where Airborne Precautions cannot be implemented due to limited engineering resources, masking the patient and placing the patient in a private room with the door closed will reduce the likelihood of airborne transmission until the patient is either transferred to a facility with an AIIR or returned home.
• Restrict susceptible healthcare personnel from entering the room of patients known or suspected to have measles, chickenpox, disseminated zoster, or smallpox if other immune healthcare personnel are available.
• Use personal protective equipment (PPE) appropriately, including a fit-tested NIOSH-approved  N95 or higher level respirator for healthcare personnel.
• Limit transport and movement of patients outside of the room to medically-necessary purposes. If transport or movement outside an AIIR is necessary, instruct patients to wear a surgical mask, if possible, and observe Respiratory Hygiene/Cough Etiquette.  Healthcare personnel transporting patients who are on Airborne Precautions do not need to wear a mask or respirator during transport if the patient is wearing a mask and infectious skin lesions are covered.
• Immunize susceptible persons as soon as possible following unprotected contact with vaccine-preventable infections (e.g., measles, varicella or smallpox).