CPP2098 Civility and patient safety

Question 1

what is civility?

Answer 1

formal politeness and courtesy in behaviour or speech

Question 2

why do we need to be civil at work?

Answer 2

• to clients = increases trust and respect, more likely to come back
• to co-workers = creates happy environment = increases productivity/performance
• even if you are not first hand, being a witness still has a big impact

Question 3

what is incivility?

Answer 3

• being rude, unsociable speech/behaviour e.g.
• shouting, swearing, belittling, not listening to someone, talking over people, being ignorant, rolling eyes…
• can effect people for a very long time

Question 4

what is the link between civility and patient outcomes?

Answer 4

• the greater people are civil = the better the patient outcomes

Question 5

what is an example in the NHS of incivility and how that led to poor patient outcomes?

Answer 5

• Mid Staffordshire hospital ivestigations

Question 6

what are the 7 core values of the NHS?

Answer 6

• working together fo patients
• respect and dignity
• commitment to quality of care
• compassion
• improving lives
• everyone counts