1. Incivility in Healthcare
Peter P. Gillotte
MHA 520 Health Care Research Methods Study
Professor, Deborah Mourey
2/26/2012

2. Executive Summary
The purpose of this study is to:
 Incivility/bullying between co-workers exists in the health
care.
 Individual incivility/bullying behavior is related to their length
of service in health care

3. Hypothesis
Longer health care service = more incivility/bullying
Conclusion
Incivility/bullying exists and is recognized as a major
problem
 The research does not establish that this behavior
is related to years of service due to limitations of the
survey methods used.
 Hypothesis was not supported by research.

4. Mixed Methodology
Quantitative Survey: (GGH, VA, Ontario ARC)
Emailed Survey: 16 sent / 11 completed = 70% responded
Surveys distributed in person 19 responses = 100% responded
12 closed ended questions were used to make up survey.

5. Qualitative Survey: (VA MED)
10 contacts made:
 5 agreed to interview.
 5 declined. (3 for personal and
professional reasons.)
Interviewed:
3 Supervisors & 2 Administrative
Managers, conducted face to face – 73%
response rate.
6 open ended questions were used for the purpose of
the interview.

6. Limitations of Study
The questions designed for this research did not:
 Establish the total number of years that respondents worked in any health care
Organization.
Researcher did not take into consideration the Administrative resistance that this
survey would elicit
Time needed for necessary agency approval for conducting this type of survey far
exceeded the time frame for completion of this research project.

7. Demographics of survey
Which of the following best describes your position within
your organization?

8. Demographics of survey
How long have you been working for your organization?
1-5 years

9. Demographics of survey
The majority of people that you work with on a daily basis have
been employed by your organization for…
11+ years

10. Quantitative survey results.
How satisfied are you with the team spirit & moral in
your work environment?
30%
satisfied
57%
13%
“ There is an abundance of negative attitudes towards each other and
administration, and very little effort in improving teamwork in the
department.” (Interview #4)
“on certain days you can feel the tension as you walk through the
department>” (Interview #1)

11. Quantitative survey results.
How satisfied are you with your direct supervisor as a positive
role model in your work environment?
“Role modeling appropriate behavior towards one another and support of those
who are victimized would have a positive effect.” (Interview #4)
“ Bullying is constant and there is no discipline, and staff just keeps it up.”
(Interview #2)

12. Quantitative survey results.
How satisfied are you with the way you are treated by your
co-workers in your work environment?

13. Quantitative survey results.
How often do you experience rude comments and/or
disrespectful verbal exchanges between your co-workers?
“It seems to be an ongoing, daily activity. They have displayed negative and
rude behavior towards each other for so long that they do not realize they are
doing it.” (Interview #5)

14. Quantitative survey results.
How often do your co-workers treat each other with respect
in your work place?

15. Quantitative survey results.
Have you witnessed bullying by a co-worker(s) towards others in your
work place?
Not very often
“I see these behaviors at
least 2-3 times a week. I was
taken back to see it at the
level I did. Sometimes I will
just say wow and quietly say
that would never be allowed
where I used to work.”
(Interview #1)

16. Qualitative Survey
This statement effectively summarizes the results of the Qualitative Survey.
“An effort is being made by the Human resource department to use
corrective discipline as one way to address the problem of incivility and
bullying.
Unfortunately the majority of the leadership has not bought into this
process as quickly as the organization would have expected. The issue of
bullying among the working force in this organization has existed for some
time.
Leadership agrees that it has to be addressed and corrected if the
organization is going to meet its goal of hiring and retaining quality
employees. Unfortunately there seems to be no sense of urgency to
uniformly address the problem.” (Interview # 2)

17. Conclusion
It is recommended that further study and
research be considered regarding incivility and
bullying in the workplace.
 It is recommended to take into consideration
that permission to conduct a survey of this type
requires approval from administration and other
employee support groups, such as Employee
Unions.

18. Comments, Thoughts or
Questions?