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Improving Formal Incivility Reporting in Ambulatory Oncology: Implementing the CIVIC Duty Program
1Memorial Sloan Kettering Cancer Center.
Clinical Journal of Oncology Nursing
|November 27, 2023
Summary
This quality improvement project aimed to boost formal reporting of patient and visitor incivility in an oncology infusion unit. Educational interventions were implemented to encourage reporting and improve the unit environment.
Area of Science:
- Healthcare Quality Improvement
- Oncology Nursing
- Patient Safety
Background:
- Incivility from patients and visitors poses a challenge in ambulatory oncology infusion units.
- Formal reporting systems are crucial for addressing and mitigating such disruptive behaviors.
- A lack of robust reporting mechanisms can negatively impact the healthcare environment and staff well-being.
Purpose of the Study:
- To enhance the formal reporting of incivility events by patients and visitors.
- To implement evidence-based interventions within an ambulatory oncology infusion unit setting.
- To foster a safer and more professional environment for patients and healthcare providers.
Main Methods:
- Implementation of a quality improvement project focused on increasing incivility event reporting.
- Introduction of evidence-based educational interventions for staff.
- Utilizing a structured approach to monitor and evaluate reporting rates.
Main Results:
- The project successfully increased the rate of formal incivility event reporting.
- Educational initiatives were associated with improved staff engagement in the reporting process.
- Data indicated a positive trend towards a more responsive system for managing disruptive behaviors.
Conclusions:
- Formal reporting of incivility is achievable and can be significantly improved through targeted interventions.
- Educational strategies are effective in promoting a culture of reporting and addressing workplace challenges.
- Enhancing reporting systems contributes to a better healthcare setting in oncology infusion units.
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