In healthcare, the consequences of incivility can result in life-threatening mistakes, preventable complications and harm, or even death of a patient. Therefore, it is of utmost importance that all nurses become champions for civility (Clark, 2018, QSEN, 2018).
While there is strong evidence that organizational support, as well as leadership support, foster civility, and a healthy work environment, the role of individual nurses must not be underestimated. Nurses at all levels of an organization can become catalysts for change by ensuring an unmistakable commitment to patient safety and quality care (Clark, 2018).
The importance of the role of the nurse manager cannot be overstated. Nurse managers set the tone as both a role model and a mentor for the professional interactions expected in the workplace. Bedside nurses expect their managers to set an example of civility as well as respectable behavior. If a manager does not prohibit incivility or does not address uncivil behavior, it can easily be perceived by others as acceptable.
In addition to behaving professionally and ethically, nurse managers can:
All these improvements and process changes are to reduce adverse outcomes for patients; however, it is important to consider the human factor as the variance. The discussion of what constitutes quality and safety in healthcare encompasses a multitude of elements:
Authored by Christina Carsello, DNP, MS, ARNP, NNP-BC
If you are struggling with a concept or terminology in the course, you may contact NurseLeaderSupport@capella.edu for assistance.
If you are having technical issues, please contact learningcoach@sophia.org.