'We don't accept disrespectful behaviour': Exploring the experience and management of workplace incivility across...

This study explores the impact of workplace incivility on veterinary professionals, coping strategies at various levels, and variations dependent on context to provide practical recommendations for organisational management of incivility.

Semi-structured interviews based on the critical incident technique were employed, involving 18 veterinary professionals in various contexts and roles at participating organisations in the UK. The qualitative data were analysed using conventional content analysis.

The findings indicate adverse impacts of incivility, with organisational-level implications for quitting, team dynamics and patient safety. Existing organisational-level mitigation strategies included fostering civility, feedback sessions and education. Participating receptionists and students reportedly experienced more incivility than veterinarians and nurses. Equine veterinarians faced increased incivility at events and due to insurance implications. In teaching settings, participants highlighted the need for student-based interventions.

The data are qualitative, making causality difficult to determine. Furthermore, the findings may not be more widely generalisable.

Concerned veterinary practices are recommended to review their incivility management system and improve clarity of existing processes. Equine clinics may gain from providing personalised resources, while teaching hospitals may benefit from building psychological safety and modelling appropriate responses to incivility.