The true impact of civility on patient outcomes

‘Workplace incivility’ refers to low‑intensity rude or disruptive behaviour where intent to harm is often ambiguous, but which violates norms of respect and courtesy. Incivility is common in healthcare settings - examples include unreasonable exclusion from decision‑making or social interaction, sarcastic remarks, eye‑rolling, interrupting, or talking over others. Despite its seemingly low-level nature, the frequency and ambiguity of incivility can significantly affect the safety and quality of care.

This session will explore the nature of incivility, its relationship with patient safety culture, and evidence-based ways to respond that improve patient care.

This presentation will address the following learning objectives:

• Learn about the nature of incivility and the difference between workplace incivility and bullying
• Explore the mechanisms through which incivility impacts safety and quality of care, including conflict management styles and resilience
• Identify responses to incivility that promote awareness, support de-escalation, and enhance patient safety