civility in nursing: a matter of practiceslide 1 civility in nursing: a matter of practice carson...
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Slide 1
Civility in Nursing: A Matter of Practice
Carson Easley, MS, RN
Chief Nursing OfficerThe Harris Center for Mental Health and IDD
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GOALS
� Discuss the importance of civility expectations and behaviors as a component of nursing performance by inclusion in a Professional Practice Model.
� Describe the nursing leadership role in supporting a culture of civility in the healthcare organization
� Identify methods to implement civility practices and employee engagement strategies
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Slide 3
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CIVILITY
� Civility as a component of a Professional Practice
Model.
� Civility as a value in nursing practice and patient
engagement.
� How is civility evidenced in the practice setting?
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Slide 5
Importance of Civility in the
Healthcare Practice Setting
� Patient and staff safety
� Improved communication
� High performing teams
� Improved patient outcomes
� Improved interdisciplinary communications
� Improved interprofessional collaborations
� Harm reduction
� Retention
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Civility vs. Incivility
Civility
� Demonstrating respect
� Effective communication
techniques
� Taking responsibility for actions
� Does not spread gossip/rumors
� Mentoring
� Welcoming
Incivility� Disruptive behaviors
� Gossiping
� Displays of irritation, annoyance during interactions
� Displays of rude behavior
� Harmful intent with communication style technique
� Intimidation
� Demeaning behavior
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Slide 7
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Organizational Role
Establishing a Culture of Civility� Defining the code of conduct
� Hold all members accountable
� Developing systems for surveillance, detecting and reporting
� Developing organizational processes for addressing intimidating
behaviors
� Implementing non-confrontational strategies and communication
techniques
� Developing and implementing effective response systems
� Implementing methods for disciplinary actions for disruptive and
intimidating behaviors by staff
� Establish environmental culture of zero tolerance
http://jointcommission.org/SentinelEventsAlerts/sea_40.htm=yes[6/6/2018]
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Slide 9
Creating the Culture of Civility
�Leadership Role
modeling
coaching
mission statement
policies and procedures
education and training during on-boarding and
annually
zero tolerancehttp://jointcommission.org/SentinelEventsAlerts/sea_40.htm=yes[6/6/2018]
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Slide 10
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CIVILITY IN THE PRACTICE SETTING
� Methods to implement civility practices and
employee engagement:
Staff education and training
Clearly written and accessible expectations which
are shared and valued as the civility cultural norm
Online and video learning opportunities
Definition and exemplars of zero tolerance
Written processes with supportive systems for
coaching through documented disciplinary actions
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CIVILITY IN THE PRACTICE SETTING
continuedRecognition and celebration of acts of civility
Creation of Civility Tool Kits
Employee surveys and questionnaires
Employee engagement in problem recognition and resolution
Ongoing and consistent meeting agenda item at all levels of the organization
Civil behaviors identified, valued and implemented
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Slide 13
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Slide 14
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Resources
1. Clark, C. 10 Tips to boost employee engagement. American Nurse Today. 2018; 13 (1):12-14.
2. De Villers, J and Chon, T. Incivility in nursing practice. Nursing Management.2017; 48 (10):42-51.DOI-10.1097/01.NUMA.0000522183.31780.76
3. Joint Commission. Behaviors that undermine a culture of safety. Sentinel Event Alert; Issue 40; July 9, 2008
4. Silverstein, W and Kowalski. Adapting a professional practice model. American Nurse Today. 2017; 12 (9):78-83.
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