Computer-Based Patient Bias and Misconduct Training Impact on Reports to Incident Learning System

Area of Science:

• Healthcare Management
• Occupational Safety
• Medical Education

Background:

• Healthcare employees face biased, prejudiced, and racist behaviors from patients and visitors.
• Existing institutional policies may not be adequately addressing these behaviors.
• Effective communication and training are crucial for policy implementation and enforcement.

Purpose of the Study:

• To evaluate the impact of computer-based training (CBT) and leadership communication on incident reporting.
• To assess the effectiveness of a new policy targeting patient and visitor misconduct towards healthcare staff.
• To determine if enhanced training and communication improve the reporting of biased behaviors.

Main Methods:

• Development of a CBT module and communication strategy by Mayo Clinic staff.
• Education on the Patient and Visitor Conduct Policy, including reporting and enforcement procedures.
• Descriptive statistical analysis of incident reporting data before and after the intervention.

Main Results:

• A 312% increase in reported bias and misconduct incidents in the first quarter post-intervention (140 vs. 34 incidents).
• Sustained increase in reporting in the subsequent quarter (234% increase).
• Employee feedback highlighted the value of education and leadership support in policy enforcement.

Conclusions:

• Institutional policies addressing patient bias and racism are more effective with employee education and leadership backing.
• Computer-based training combined with a strong communication plan and leadership engagement successfully increased reporting of misconduct.
• The intervention demonstrated a positive impact on creating a safer and more respectful healthcare environment.