D1 - Hot Topic: Creating and Sustaining a Safe, Civilized Healthcare Workplace

Although many features distinguish a profession, one of the most important is responsibility for its members’ safety and their conduct. Unfortunately, healthcare professionals may not be trained to deal with workplace violence and incivility (aka disruptive behaviors, bullying, lateral violence, and, more commonly, passive-aggressive resistance) from both colleagues and patients. This session addresses these issues and suggests practical strategies and tactics for dealing with them. Without proper tools and commitment, healthcare professionals seem to tolerate some disruptive behavior despite its potential to threaten patient safety, harm team morale and increase costs. Addressing unprofessional behavior begins with a commitment to reduce tolerance for such behavior and requires (a) an organizational infrastructure, (b) a tiered “pyramid" to guide interventions, and (3) adaptable training elements and resources.