Incorporating a Civility Program Into a Healthcare System: Journey or Expedition?
| Autor: | Mayra G. Garcia, Stephanie Allen, Leigh Griffis, Jennifer L. Watt, Jerithea Tidwell |
|---|---|
| Rok vydání: | 2021 |
| Předmět: |
Leadership and Management
Incivility Interprofessional Relations Personnel Turnover Assessment and Diagnosis Nursing Staff Hospital Clinical nurse specialist Unit (housing) 03 medical and health sciences Patient safety 0302 clinical medicine Group cohesiveness Surveys and Questionnaires Humans 030212 general & internal medicine Advanced and Specialized Nursing Medical education Class (computer programming) 030504 nursing LPN and LVN Hospitals Pediatric Texas Civility Nursing Evaluation Research 0305 other medical science Psychology Nurse Clinicians Delivery of Health Care Healthcare system |
| Zdroj: | Clinical nurse specialist CNS. 35(4) |
| ISSN: | 1538-9782 |
| Popis: | PURPOSE/OBJECTIVES Incivility contributes to employee dissatisfaction, turnover, patient errors, and a disrespectful culture. Turnover rates and employee exit interviews alerted hospital leaders to uncivil behaviors exhibited by staff. A clinical nurse specialist (CNS) team captured this as an opportunity to create a civility program to develop team cohesiveness and improve patient safety. The purpose of this process improvement project was to identify uncivil behaviors in a pediatric hospital. DESCRIPTION OF THE PROJECT/PROGRAM Using the Plan-Do-Study-Act model, an interprofessional team led by CNSs collaborated on a program to assess, intervene, and evaluate a program to improve civility. A preprogram survey, the Negative Acts Questionnaire-Revised, was used to assess staff perceptions of their work environment. Staff attended an education program on ways to recognize and intervene in situations involving less than standard civil behavior. Classes included communication application in uncivil situations using scenarios paired with evidence-based practice articles. Unit leaders reset behavioral expectations learned from a leader-specific class on managing unproductive behaviors. OUTCOME Staff completed a postprogram Negative Acts Questionnaire-Revised survey 6 months after conclusion of classes. Survey results indicated the civility program effected a reduction in frequency of negative behaviors indicating an overall positive shift in workplace civility. CONCLUSION The program provided staff with tools to recognize and intervene for improving civility, which impacted the overall work environment and patient safety. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|