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Incorporating a Civility Program Into a Healthcare System: Journey or Expedition?

Mayra G Garcia1, Stephanie Allen, Leigh Griffis

  • 1Author Affiliations: Clinical Nurse Specialist (Drs Garcia and Tidwell, Mss Allen and Watt) and Nurse Scientist (Dr Griffis), Children's Health, Children's Medical Center Dallas, Texas.

Clinical Nurse Specialist CNS
|June 2, 2021
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Summary
This summary is machine-generated.

A hospital civility program reduced uncivil behaviors among staff, fostering a more cohesive and safer work environment. This initiative equipped healthcare professionals with tools to address and prevent negative interactions, improving overall workplace culture and patient care.

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Area of Science:

  • Healthcare Management
  • Organizational Behavior
  • Patient Safety

Background:

  • Incivility in healthcare settings negatively impacts employee satisfaction, retention, and patient safety.
  • Hospital leaders identified a need for intervention due to observed uncivil behaviors among staff.
  • A clinical nurse specialist (CNS) team initiated a program to address workplace incivility.

Purpose of the Study:

  • To identify and address uncivil behaviors within a pediatric hospital setting.
  • To implement a comprehensive civility program aimed at improving team cohesiveness and patient safety.
  • To assess the impact of a civility program on workplace behaviors and environment.

Main Methods:

  • Utilized the Plan-Do-Study-Act (PDSA) model for program development and implementation.
  • Conducted pre- and post-program surveys using the Negative Acts Questionnaire-Revised (NAQ-R) to measure staff perceptions.
  • Delivered an educational program on recognizing and intervening in uncivil situations, including evidence-based practices and communication strategies.
  • Provided leader-specific training on managing unproductive behaviors.

Main Results:

  • Post-program surveys indicated a significant reduction in the frequency of negative behaviors.
  • The civility program demonstrated a positive shift in overall workplace civility.
  • Staff reported increased confidence in recognizing and intervening in uncivil situations.

Conclusions:

  • The implemented civility program successfully equipped staff with essential tools to enhance workplace civility.
  • Improvements in civility positively impacted the overall work environment and contributed to enhanced patient safety.
  • The program underscores the importance of targeted interventions in fostering a respectful and professional healthcare culture.