Health Information Management

News: Healthcare workers still face disruptive behavior

CDI Strategies, October 1, 2009

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Out of more than 1,500 healthcare providers, three-fourths reported being the target of unprofessional, intimidating, or inappropriate behavior in the past two years, and 41% said they left their job because of such behavior, according to HealthLeaders Media.
The 64-question survey, distributed by the Center for Patient and Professional Advocacy of Vanderbilt University Medical Center and the Studer Group, showed those initiating the behavior were most often nurses, physicians, and administrators.
The Joint Commission has called for hospitals to quell disruptive behavior in its Sentinel Event Alert released on July 9, 2008, on the grounds that studies have shown disruptive behavior can result in medical errors, poor patient satisfaction, and high staff turnover rates.
In a profession primarily based on interpersonal interactions, CDI specialists appreciate this issue well. Understanding some of the reasons for inappropriate behaviors can help depersonalize the experience and improve query outcomes, says Lynne Spryszak, RN, CPC-A, CCDS, senior consultant for FTI in Brentwood, TN, in the Physician Queries Handbook: Guide to Compliant and Effective Communication.
In many cases, the CDI specialist can work well with these formerly frustrating physicians by employing the following techniques:
  • Listen non-judgmentally to the physician’s point of view
  • Allow the physician to express frustration about the message
  • Deflect personal aspects of verbal attacks; rude physicians are generally rude to everyone
  • Offer assistance and education regarding CDI process to create mutually beneficial scenarios

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