Incivility in Healthcare Peter P. Gillotte MHA 520 Health Care Research Methods Study Professor, Deborah Mourey 2/26/2012
Executive SummaryThe purpose of this study is to: Incivility/bullying between co-workers exists in the health care. Individual incivility/bullying behavior is related to their length of service in health care
HypothesisLonger health care service = more incivility/bullying Conclusion Incivility/bullying exists and is recognized as a major problem The research does not establish that this behavior is related to years of service due to limitations of the survey methods used. Hypothesis was not supported by research.
Mixed Methodology Quantitative Survey: (GGH, VA, Ontario ARC)Emailed Survey: 16 sent / 11 completed = 70% respondedSurveys distributed in person 19 responses = 100% responded12 closed ended questions were used to make up survey.
Qualitative Survey: (VA MED)10 contacts made: 5 agreed to interview. 5 declined. (3 for personal and professional reasons.)Interviewed: 3 Supervisors & 2 AdministrativeManagers, conducted face to face – 73%response rate.6 open ended questions were used for the purpose ofthe interview.
Limitations of StudyThe questions designed for this research did not: Establish the total number of years that respondents worked in any health care Organization.Researcher did not take into consideration the Administrative resistance that this survey would elicitTime needed for necessary agency approval for conducting this type of survey far exceeded the time frame for completion of this research project.
Demographics of surveyWhich of the following best describes your position within your organization?
Demographics of survey How long have you been working for your organization? 1-5 years
Demographics of survey The majority of people that you work with on a daily basis have been employed by your organization for… 11+ years
Quantitative survey results. How satisfied are you with the team spirit & moral in your work environment? 30% satisfied 57% 13% “ There is an abundance of negative attitudes towards each other and administration, and very little effort in improving teamwork in the department.” (Interview #4) “on certain days you can feel the tension as you walk through the department>” (Interview #1)
Quantitative survey results.How satisfied are you with your direct supervisor as a positive role model in your work environment?“Role modeling appropriate behavior towards one another and support of thosewho are victimized would have a positive effect.” (Interview #4) “ Bullying is constant and there is no discipline, and staff just keeps it up.” (Interview #2)
Quantitative survey results.How satisfied are you with the way you are treated by your co-workers in your work environment?
Quantitative survey results. How often do you experience rude comments and/ordisrespectful verbal exchanges between your co-workers? “It seems to be an ongoing, daily activity. They have displayed negative and rude behavior towards each other for so long that they do not realize they are doing it.” (Interview #5)
Quantitative survey results.How often do your co-workers treat each other with respect in your work place?
Quantitative survey results.Have you witnessed bullying by a co-worker(s) towards others in your work place? Not very often “I see these behaviors at least 2-3 times a week. I was taken back to see it at the level I did. Sometimes I will just say wow and quietly say that would never be allowed where I used to work.” (Interview #1)
Qualitative SurveyThis statement effectively summarizes the results of the Qualitative Survey.“An effort is being made by the Human resource department to usecorrective discipline as one way to address the problem of incivility andbullying.Unfortunately the majority of the leadership has not bought into thisprocess as quickly as the organization would have expected. The issue ofbullying among the working force in this organization has existed for sometime.Leadership agrees that it has to be addressed and corrected if theorganization is going to meet its goal of hiring and retaining qualityemployees. Unfortunately there seems to be no sense of urgency touniformly address the problem.” (Interview # 2)
ConclusionIt is recommended that further study andresearch be considered regarding incivility andbullying in the workplace. It is recommended to take into considerationthat permission to conduct a survey of this typerequires approval from administration and otheremployee support groups, such as EmployeeUnions.