At ERHHC, we believe every patient deserves to feel safe, respected, and understood when receiving care.
That belief is the foundation of TIDES (Trauma-Informed De-Escalation Education for Safety and Self-Protection), an in-house program adapted by ERHHC in partnership with CAMH and our Ontario Health Team (OHT) partners to strengthen the way we support patients, families, visitors, and staff during challenging situations.
TIDES helps staff recognize signs of distress, respond with empathy, and prevent situations from escalating whenever possible. The program is built on the understanding that behaviour is often influenced by life experiences, illness, stress, trauma, or uncertainty.
At the heart of TIDES is a simple shift in perspective:
From “What’s wrong with you?” to “What happened to you?”
This trauma-informed approach encourages our teams to look beyond the behaviour they see and consider the circumstances that may be contributing to it. By doing so, we can better understand the needs of the people in our care and respond in ways that promote dignity, trust, and respect.
TIDES was developed specifically for ERHHC and reflects the needs of our patients, our staff, and our community. The program focuses on communication, early intervention, teamwork, and de-escalation. These skills help staff address concerns early and support positive outcomes before situations become crises.
For patients and families, this means receiving care in an environment where people are listened to, concerns are addressed with compassion, and difficult situations are managed in a calm and respectful manner. For staff, it provides the skills and confidence needed to maintain safety while continuing to deliver high-quality care.
TIDES is more than a training program. It is part of ERHHC's ongoing commitment to creating a culture where people feel supported, understood, and safe. By investing in this approach, we are strengthening the experience of care for everyone who walks through our doors.
