Key Results
- 32% reduction in workplace violence events
- 37% reduction in patient and family complaints
- $144K approximate savings in paid leave and overtime
- 340+ staff trained with full compliance
- Expanded video-supported investigations enterprise-wide
Overview
Texas Children’s Hospital is one of the largest pediatric healthcare systems in the US, serving millions of patients across hospitals, clinics, and specialty centers. Its more than 2,000 medical professionals help keep it consistently ranked in the top four pediatric hospitals by U.S. News & World Report. Like many healthcare organizations, it faced workplace violence in emotionally charged settings. Rather than treat safety as enforcement, the hospital treated it as an extension of patient care. Christopher Carr, Assistant Director of Enterprise Security and the 2026 Axon Security Trailblazer Award winner, led that effort.
The Challenge
When Carr joined in 2013, the hospital had no structured approach to workplace violence prevention. As the system grew, so did the complexity of interactions, from behavioral health crises to tense family situations. Leaders needed to standardize response protocols, train staff effectively, investigate incidents consistently, and balance safety with patient privacy and trust.
“We had to basically build a program that could grow with the enterprise,” said Christopher Carr.
The Solution
Four principles shaped the program.
1. Build a scalable foundation. Carr’s team created structured training, policies, and workflows, starting with scenario-based learning and direct staff outreach. Axon VR and MetaCoach now deliver immersive training at scale.
2. Integrate technology thoughtfully. Body-worn cameras, first deployed within security, expanded across departments under a privacy-first governance model.
3. Prioritize privacy and trust. Controls include role-based access to footage, playback limited to trained and authorized people, event-based activation with clear notification language, and open communication with families about when and why recording occurs.
“We’re not watching it, we’re not sharing it… it just sits there unless we need it,” said Christopher Carr.
4. Drive cross-functional collaboration. Security worked closely with social work, behavioral health, and family advocacy so the program fit patient-centered care and became part of the care environment itself.
Results
Fewer violent incidents. As of July 2026, workplace violence was down 32% from its May 2024 peak. Cameras helped de-escalate situations before they worsened. Carr said, “Just that red circle going, ‘Hey, you’re being recorded’ helped drive the numbers down.”
Faster, fairer investigations. Video ended many “word against word” disputes. In one case, footage showing officers acting with compassion and empathy resolved a complaint quickly, without the lengthy investigation and administrative leave that would otherwise have followed. Staff who acted well were exonerated fast, and those who fell short were held accountable or retrained.
Lower costs and stronger trust. Officer administrative leave has dropped significantly, with no incidents in the last six months, saving an estimated $144,000 in paid leave and overtime coverage. Patient and family complaints are down 37% since 2021.
Continuous learning. Video review lets officers ask whether they “could have done that differently.” More than 340 staff have completed required VR and scenario-based training, with 100% completion of mandated modules.
Better retention. Officer confidence and morale rose with better tools, and retention improved.
“I don’t have officers getting hurt, I’ve got a good retention rate, and they’re happy. For me, that’s a win,” said Christopher Carr, AD of Enterprise Security, Texas Children’s Hospital.
Looking Ahead
Texas Children’s has shown that healthcare safety can go beyond enforcement. Safety is now a shared responsibility across clinical and operational teams, which allows more coordinated responses to complex situations. Carr believes the future of healthcare security depends as much on human connection as on technology, and on how the people implementing it stay focused on care. The hospital’s guiding principle: safety and care must go hand in hand.
