Grenny Joseph
VitalSmarts, Provo, UT, USA.
Health Care Manag (Frederick). 2009 Jul-Sep;28(3):240-5. doi: 10.1097/HCM.0b013e3181b3efc3.
The Joint Commission announced this year that rude language and hostile behavior pose serious threats to patient safety and quality of care. The Silence Kills study, conducted by VitalSmarts and the American Association of Critical-Care Nurses, reveals that more than three-fourths of caregivers regularly work with doctors or nurses who are condescending, insulting, or rude. Although such disruptive and disrespectful behavior can be hurtful, what prompted the Joint Commission to address them as a condition of accreditation is the mounting evidence that such behavior is also harmful. The study found that more than 20% of health professionals have seen actual harm come to patients as a result of such behavior. The most powerful force governing human behavior is social influence. People will do most anything to gain acceptance or avoid rejection. If health care leaders want to not only secure the well-being of patients but also increase employee retention and engagement, the most immediate and effective step they can take is change this culture of silence. Health care leaders who want to engage social influence to eliminate disruptive behavior must break the code of silence in 4 critical conversational areas.
联合委员会今年宣布，粗言秽语和敌对行为对患者安全及护理质量构成严重威胁。由VitalSmarts和美国重症护理护士协会开展的“沉默致死”研究表明，超过四分之三的护理人员经常与表现出居高临下、侮辱性或粗鲁行为的医生或护士共事。尽管这种破坏性行为和不尊重的态度可能会伤人感情，但促使联合委员会将其作为认证条件加以处理的是越来越多的证据表明，此类行为也是有害的。该研究发现，超过20%的医疗专业人员目睹过此类行为给患者带来实际伤害。支配人类行为的最强大力量是社会影响。人们会为了获得认可或避免被排斥而做大多数事情。如果医疗保健领导者不仅希望确保患者的福祉，还想提高员工留用率和敬业度，他们能采取的最直接有效的措施就是改变这种沉默文化。想要利用社会影响来消除破坏性行为的医疗保健领导者必须在4个关键对话领域打破沉默准则。
