Workplace Incivility, a global issue, particularly affects healthcare settings due to stressful work environments and a largely female workforce. Victims of WPI have up to 33% increased turnover, with many leaving their professions entirely. The cost of turnover, particularly within the first year, may be as high as 125% of the nurse's salary Researchers identified the need to implement measures to prevent and manage WPI. The Joint Commission (TJC) calls for requiring hospitals to implement code-of-conduct policies defining acceptable and unacceptable behaviors. Code-of-conduct policies assist leaders in addressing offenders of WPI. Targets of WPI typically lack the skill set and assertiveness to confront misconduct. This scholarly project focused on the interactive educational training necessary to empower targets of WPI in healthcare settings. The project utilized an established interactive educational program developed by the 2012 Robert Wood Johnson Foundation Executive Nurse Fellows Program, PACERS. The social-ecological model (SEM) served as the foundational framework for the educational progrm. A quantitative analysis was carried out, using descriptive statistics to analyze the demographic data of the voluntary participants from an adult inpatient service line at a central New Mexico hospital. Participants identified rates of WPI utilizing a Civility Index survey. Survey data was then examined, comparing rates of WPI at baseline, 2-weeks, 3-months, and 5-months post educational offering Results indicated that there were lower-than-expected levels of WPI reported at baseline. Civility Index scores increased post-intervention and were sustained at 3 and 5 months post-intervention. Results of the study suggested that the educational intervention increased civility awareness among healthcare workers, with sustained results over time.
Level of Degree
First Committee Member
Angeline C. Delucas, DNP, MPH, RN, NEA-BC
Second Committee Member
Felina Ortiz, CNM, DNP
workplace incivility, bullying, horizontal hostility, interpersonal conflict
Stoddard, Joy L.. "Civility Matters: Overcoming Workplace Incivility using an Interactive Education Intervention." (2017). https://digitalrepository.unm.edu/dnp/1