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Elevator talk: observational study of inappropriate comments in a public space
P A Ubel1, M M Zell, D J Miller
1Department of Medicine, Veterans Affairs Medical Center, Philadelphia, Pennsylvania 19104, USA.
The American Journal of Medicine
|August 1, 1995
Summary
Hospital employees frequently made inappropriate comments in elevators, including patient confidentiality breaches and remarks questioning care quality. These discussions occurred often, highlighting a need for improved professional conduct among healthcare staff.
Area of Science:
- Healthcare professionalism
- Patient safety
- Hospital communication
Background:
- Elevators in hospitals are common spaces for informal employee interactions.
- The content of these conversations can potentially impact patient care and hospital reputation.
Purpose of the Study:
- To identify the types and frequency of inappropriate comments made by hospital employees in elevators.
Main Methods:
- Observers rode elevators in five hospitals, recording potentially inappropriate comments.
- Comments were classified based on criteria including patient confidentiality violations, concerns about care quality, and derogatory remarks.
Main Results:
- Inappropriate comments were heard on 13.9% of observed elevator trips.
- The most common issues were patient confidentiality violations (18 comments) and unprofessional remarks about clinicians' abilities (10 comments).
- Physicians and nurses were frequently involved in these discussions.
Conclusions:
- Inappropriate comments are disturbingly frequent in hospital elevators.
- These discussions extend beyond confidentiality breaches to encompass a range of unprofessional conduct that requires attention.