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Bullying Behaviors andMedical Error
Kathleen Bartholomew, RN, [email protected]
Friday Harbor, Washington
“Alas, culture is not what we say, what we think, what we mean, or
even what we intend;
it's what we do.”
Jon Burroughs, MD
“First Do No Harm”
- 1 in 10 Canadians reported receiving the wrong dose or drug - 6.4 hrs. OT nurses are more than 3 times likely to make an error - 9,000-24,000 deaths per yr. in Canada due to medical errors- 2 million adverse drug effects with 100,000 deaths per yr. (Univ. of Toronto)
Disruptive Relationships
21% linked DB to adverse events
76% saw negative RN-RN behaviors 67% saw link btw behaviors and errors
71% resulted in med error 29% resulted in death (Rosenstein)
2009 survey of 13,000 physicians & nurses98% saw MD/RN problems in the last year;30% weekly and 10% daily
32.8% linked DB with adverse events35.4% linked to medical error24.7 % to compromising patient safety12.3% to mortality (Rosenstein, 2011)
Overt: name-calling, sarcasm, bickering, fault-finding, back-stabbing, criticism, intimidation, gossip, shouting, blaming, put-downs, raising eyebrows, etc.
Covert: unfair assignments, eye-rolling, ignoring, making faces (behind someone’s back), refusal to help, sighing, whining, sarcasm, refusal to work with someone, sabotage, isolation, exclusion, fabrication, etc.
U.S. vs. Canada
• “50% of Canadians told us that they suffered incivility directly from their fellow employees at least once per week.
• 99% witnessed incivility at work• 1 in 4 reported seeing incivility occurring
between other colleagues every day.”
Porath and Pearson, The Cost of Bad Behavior
Empirical Studies
1. 82% witnessed in last yr.2. 77% saw negative RN-RN behaviors3. 28% in survey of US occupations 4. 31% Mass. Study 5. 27.3% bullied in last 6 mo. 6. 46% reported serious LV behaviors7. 50% encountered bullying (2006)
Changing the Culture of Medicine
Negative -Neutral-Teacher-Collaborative-Collegial
• 67% saw linked behavior and mistakes• 18% knew of a mistake that occurred
because of an obnoxious doctor (Rosenstein)
• 40% withheld medication concerns• 64% Pharmacists/ 34% nurses assumed an
order from an intimidating provider was correct (Institute of Safe Medication Practices)
Link safety and the relationship…
Effects
• Psychological, physical, emotional, social• 3 out of 4 scored above threshold for PTSD• Long lasting, exaggerated, effects future
behaviors• Sleep disorders, poor self esteem, eating
disorders, nervous conditions, low morale, apathy, feeling disconnected, depression, impaired personal relationships
“NORMAL”
• They also do it• Too close – focus is on workload• Don’t know how to confront behavior• Low confidence/self-esteem• “Herd Mentality” Farrell, 2000
• Perceived as personality difference• That’s the way it’s always been
e.g. “You gotta expect some harm”
Aftermath of Bullying
• “Nearly everyone got even”• Intentionally lower productivity• Cut back hours• Give minimal effort• Left the job – months afterward• Lost respect for boss
(The Cost of Bad Behavior, Porath and Pearson)
“The first accountability of a leader is
to know reality”
Max Dupree
Failures of Group Decision Making
• Failure to anticipate a problem before it arrives
• When the problem does arrive, the group fails to perceive it
• After perception, failure to solve
• Try to solve, and don’t succeed(Diamond, J.
2005. Collapse)
Failure to perceive
in enough time to intervene
• Creeping Normalcy
• Landscape Amnesia
• Distant Managers
Human Adaptability
Changes that are small and incremental are not noticed
“Work Complexity”
Multiple goals, unpredictability and constant change
Disjointed work supply sources Missing equipment/supplies Repetitive travel Multiple interruptions Waiting – for system or processes Difficulty in accessing resources Inconsistent communication Breakdown in communication (Ebright)
Myopic Embedding
www.silencekills.com
• 84% of MD’s have seen coworkers taking shortcuts that could be dangerous to patients
• 88% of MD’s say they work with people who show poor clinical judgment
• Fewer than 10% of MD’s, RN’s and clinical staff directly confront their colleagues about concerns
Culture of Silence
• Fear of retaliation: isolation, gossip, bad assignment, refusing help, sabotage
• Fear of hurting others feelings, or making things worse
• Fear of the unknown; or emotional response• Why bother: nothing will change anyway• Too uncomfortable • No time
How power is de-railed
Theoretical Framework
Oppression Theory
Major characteristics of oppressed behavior stem from the ability of dominant groups to identify the “right” norms and values and from their power to enforce them.
Dominant Group
Oppressed Group
OBJECTIVE
SUBJECTIVE
SCIENCE
ART
LEFT BRAIN
RIGHT BRAIN
Hierarchy
“ …fewer physicians and CEO’s saw a major impact on patient safety,
early detection of patient complications
or time for team collaboration.”
Buerhaus, 2007
No one
no matter how wise or powerful
is able to control outcomes
in
self organizing complex systems
On the Edge by Lindberg/Nash
“What is a patient safety culture?”
• Leadership• Teamwork• Communication• Evidenced Based Practice• Patient Centered• Learning Culture• Just Culture
Journal of Nursing Scholarship, Issue 42
Current Cultural Norms
• Different rules for different roles• Behaviors excused from clinically
competent • Culture of silence: inability to confront• Failure to understand human factors• Power differential - unsafe for staff• Leadership failure to address core values,
perceive or act, educate to belief level
39
Birthing Employee / Medical Staff Alignment
Privilege Limitation or Loss
MEC / Disciplinary Action
MEC Action
Collegial Guidance
STARS / Thank You Notes A
B
C
D
E
Termination
Suspension
Written Warning
Document: Verbal or Written Warning
Physicians Employees
61% nurses terminated compared to 22% of physicians for similar behavior (Johnson, 09)
STARS / Thank You Notes
Set the stage for cultural change….
• Flatten the hierarchy• Organizational commitment - and resources• Focus on Language and Behavior• Zero Tolerance Policy - 100% compliance
• “Chase ZERO” as goal• Lead Physicians to critical mass• Adopt new education curriculum
"The world as we have created it is a process of our thinking.
It cannot be changed without changing our thinking."
Albert Einstein
AJN Faces of Caring
Recommended Article:“The Quality and Economic Impact of Disruptive Behaviors on Clinical Outcomes of Patient Care”, by Rosenstein, A.http://ajm.sagepub.com/content/early/2011/04/21/1062860611400592
Kathleen Bartholomew [email protected]• 206-356-2599 www.kathleenbartholomew.com
