Elizabeth L. Holloway, PhD, and Mitchell E. Kusy, PhD
In this economic downturn,
healthcare leaders must attend to both the human- and bottom-line. Unfortunately,
one significant problem affecting both—disruptive behaviors—has long been under the radar screen in healthcare. People who habitually exhibit these behaviors have been referred to in many ways: toxic,
uncivil,
and intimidating,
to name a few. This article provides the results of the authors’ research study of over 400 leaders and mitigation strategies for dealing with toxic,
uncivil behaviors. In particular,
it presents a three-point systems approach for intervention—one that is both proactive and reactive,
and aligned with the new Joint Commission standards.