Civility in healthcare: Enhancing teamwork, safety, and satisfaction

Teamwork is crucial in hospitals and other healthcare settings. Effective collaboration not only enhances patient safety but also improves staff performance and satisfaction. By understanding civility, recognising its impact, and fostering a culture of openness, healthcare professionals can significantly improve their working environment.

The importance of civility in healthcare 

The updated GMC ‘Good medical practice’ guidance explicitly states that medical professionals must treat their colleagues with kindness, courtesy, and respect. This mandate underscores the importance of civility in healthcare settings.  

Civility encompasses everyday interactions that contribute to a respectful, professional environment. It involves active listening, maintaining a polite demeanour, and acknowledging the contributions of all team members. Civility is not merely about avoiding negative behaviour but actively promoting positive, respectful interactions. 

The impact of incivility 

Incivility in healthcare can have profound negative effects on both staff and patients. According to the Civility Saves Lives campaign (which was set up and run by healthcare professionals), rudeness, bullying and incivility can significantly impair cognitive function and teamwork.  

Studies have shown that exposure to incivility can reduce performance on cognitive tasks by 61% and decrease helpfulness by 50%1. Furthermore, incivility can lead to increased stress, burnout, and job dissatisfaction among healthcare workers, ultimately affecting patient care. 

The Civility Saves Lives campaign highlights several key statistics that emphasise the critical need for civility: 

• 80% of those affected by rudeness spend significant time worrying about it 
• 48% of those affected reduce their time at work because of rudeness 
• 38% reduce the quality of their work because of the impact of rudeness 
• 25% of healthcare professionals targeted by incivility admit to taking their frustrations out on patients. 

These statistics illustrate the direct correlation between workplace behaviour and patient safety. Incivility can lead to mistakes, miscommunication, and a decline in overall care quality, highlighting the urgent need to address this issue in healthcare settings. 

Creating a culture of openness and approachability

Fostering a workplace culture where staff feel safe to speak out and address incivility is crucial for maintaining a healthy work environment. Here are some strategies to promote openness and approachability:

Lead by example: Senior staff and leaders should model respectful behaviour, demonstrating the importance of civility through their actions. By consistently treating everyone with kindness and respect, they set the standard for the entire team.

Encourage open communication: Effective communication across different roles is vital for patient safety and care coordination. Create an environment where staff feel comfortable voicing concerns and suggestions. Regular team meetings and anonymous feedback systems can help ensure everyone’s voice is heard.

Address incivility promptly: Hospitals and other healthcare settings should have clear policies and procedures in place to manage incivility issues effectively. When incivility occurs, address it immediately and constructively. Support those affected and work with all parties to resolve issues and prevent future occurrences.

Create support systems: Ensuring doctors and other healthcare professionals have access to emotional and professional support can help them cope with the stresses of the job and maintain a positive attitude.

Encourage self-reflection: Encourage staff to reflect on their behaviour and its impact on others. Self-awareness can lead to more mindful interactions and a greater commitment to maintaining a respectful workplace.

Recognise and reward positive behaviour: Acknowledge and celebrate instances of civility and teamwork. Recognising positive behaviour in healthcare settings reinforces its importance and encourages others to follow suit. This in turn leads to improved patient care and staff satisfaction.

Provide training and resources: Offer training sessions on effective communication, conflict resolution, and stress management. Equip team members with the tools they need to handle difficult situations professionally and respectfully. 

Why civility and good teamwork matters 

Civility in healthcare is not just a matter of professional etiquette; it is a critical component of effective teamwork, patient safety, and staff wellbeing. By understanding what civility looks like, recognising the consequences of incivility, and actively fostering a culture of openness and respect, healthcare professionals can create a safer, more supportive workplace for everyone. 

A civil and supportive team environment can also boost staff satisfaction and retention, improve morale and reduce the risks of stress and burnout. It also streamlines workflows and improves operational efficiency so teams can provide the highest quality care.  

By prioritising civility, healthcare organisations can create a culture that benefits both staff and patients, leading to better overall healthcare. 

If you are a MDDUS member and have been affected by incivility in the workplace, you can seek support through YourHalo – our free and confidential wellbeing support service. 

Members can also watch our on-demand webinar 'Focus on wellbeing'

Further reading 

This page was correct at the time of publication. Any guidance is intended as general guidance for members only. If you are a member and need specific advice relating to your own circumstances, please contact one of our advisers.

1 The price of incivility. Porath C, Pearson C, Harvard Business Review 2023 Jan-Feb; 91(1-2): 114-21, 146