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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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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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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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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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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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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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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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