Disruptive Behaviors in Healthcare
Research suggests that nearly 3 in 4 health care providers have experienced some type of disruptive or intimidating behavior in the course of their work. These behaviors bridge the entire spectrum of workers, clinical and non-clinical, and include all levels of employees and medical staff. 9 in 10 healthcare professionals have had to manage the situations and consequences of disruptive behavior reported to them.
Impact of Unprofessional Behaviors
When supportive policies, processes and training for disruptive behaviors do not exist in an organization, workplace satisfaction is at risk. In a joint study conducted by Studer Group and Vanderbilt University Medical Center – Center for Patient and Professional Advocacy (CPPA), 66% of respondents stated they have considered leaving their jobs. 41% transferred out of the department or left a job as a result of unprofessional behavior. When considering the impact of work environment on effective communications, job satisfaction, safety and clinical outcomes, it is important for every organization to assess their ability and readiness for dealing with disruptive behaviors.
Hickson GB, Pichert JW, Webb LE, Gabbe SG. A complementary approach to promoting professionalism: identifying, measuring and addressing unprofessional behaviors. Acad Med, 82(11):1040-1048 (2007).
Resources from Studer Group and Vanderbilt CPPA
In a joint partnership with Vanderbilt CPPA, Studer Group can provide speakers, facilitators and coaching to support your organization's knowledge, skills and infrastructure to address disruptive behaviors. Outcomes of a session with one of our speakers, facilitators or coaches can be designed to address the following needs:
- Understanding of Disruptive Behaviors and the current recommendations for creating a culture of safety
- Discussion of the types of Disruptive Behaviors in healthcare and the effect of disruptive behavior on clinical outcomes and work environment
- Identification of the organizational processes needed to address disruptive behaviors
- Introduction to a tiered model approach to addressing disruptive behaviors -- the disruptive behavior pyramid
- Skill building and training session on addressing first level disruptive behavior discussions with the 'coffee-cup' conversation
- Skill building and training on addressing second and third level disruptive behavior discussions – 'Awareness' intervention and EDICTS
- Understanding of types and use of surveillance tools in dealing with disruptive behaviors
- Review of a GAP analysis the organization can use to evaluate their structure, process and readiness for dealing with disruptive behaviors
Studer Group Experts and Speakers
Gerald B. Hickson, MD, Associate Dean for Clinical Affairs, Director, Center for Patient and Professional Advocacy, Vanderbilt University School of Medicine
James W. Pichert, PhD, Professor of Medical Education, Co-Director, Center for Patient and Professional Advocacy
Karen Cook, RN, Studer Group Coach, 20 years clinical nursing and management
Colleen Thornburgh, MS, Studer Group Coach, 20 years leadership and organization development
Craig Deao, MHA, Studer Group Speaker
Featured Videos
Discouraging Disruptive Behavior: Key Steps to Building a Culture of Safety!
Presented by Vanderbilt University Medical Center (Nashville, TN) & Studer Group
Discouraging Disruptive Behaviors - It starts with a Cup of Coffee!
Vanderbilt University Medical Center (Nashville, TN)
For more information on speaking and coaching services on dealing with "special" colleagues, please contact Stephanie Stephens at (405) 701-4915 or by email at stephanie.stephens@studergroup.com.
