NL Health Services is introducing a new program in the emergency rooms at the Health Sciences and St. Clare’s that it hopes will reduce aggressive and violent behaviour.

The authority has already acknowledged that wait times in ERs – especially those in the capital city – are long, with patients triaged as non-urgent waiting an average of 8.4 hours based on figures over a six-day period in October.

That can lead to stress and frayed nerves for some patients, and the health authority has already stationed security officers in ERs to help keep the peace.

Now, NLHS is launching what it calls a nontraditional security role that will focus on improving the overall atmosphere in busy ER waiting rooms, and help to prevent and reduce violent and aggressive behavior.

The authority is working with Paladin Security to develop a new “client services ambassador” clad in a light blue polo shirt. They’ll be located in ERs and will be there to speak with patients, answer their questions and provide directions.