organization.
Ultimately, the solution to an incivility problem has to include a
culture change. It really does have to be infused throughout the staff
— not just teaching young nurses how to handle bullying, not just
training surgeons how to channel their frustrations into productive
conversations, but teaching whole organizations how to recognize the
humanity in one another. The great reward of good behavior? Positive
patient outcomes, reduced costs from bullying and the retention of a
healthy, experienced team.
OSM
5 4 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • N O V E M B E R 2 0 1 9
Dr. Gilbert (rg4w@hscmail.mcc.virginia.edu) works in the Outpatient Surgery
Center of the University of Virginia Health System, Charlottesville and is a mem-
ber of the Clinical Faculty at the University of Virginia School of Nursing.
