Disruptive Behavior A Process for Preventing and Containing Unacceptable Behavior 1,2,3 A Presentation for Pomerene Hospital Leaders. Kendall L. Stewart, MD, MBA, DFAPA January 11, 2010. 1 Refer to the SOMC Code of Conduct.
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Kendall L. Stewart, MD, MBA, DFAPA
January 11, 2010
1Refer to the SOMC Code of Conduct.
2I intend to offer practical suggestions that you can use at work tomorrow.
3Please let me know whether I have succeeded on your evaluation form.
1And physicians are not the only offenders.
2This creates an opportunity to enhance and document our current processes around these issues.
3Drunks often behaved disruptively in my father’s church.
1This list is not comprehensive.
2My patient once quoted the criticisms of a hospital administrator and a colleague; the administrator came to see me.
1See Porto and Lauve (2006) and Neff (2000) in the reference section of this presentation.
2SOMC Code of Conduct
3These behaviors are not always disruptive. Take eye rolling for example.
1Bullying does not end on the playground.
2People in any position of power are always tempted to abuse that power.
3A nurse manager refused to permit her employee to come to see me.
1Captain ChesleySullenberger, III, reported that he first had to calm himself.
2Controlled breathing, note taking and mental distractions are the best approaches.
1Emotional and judgmental language will be excluded; additional clarifying behavioral detail may be needed.
Alleged disruptive behavior occurs
Appropriate leader investigates promptly
Investigator reaches a conclusion
Appropriate action taken and documented in Quantros ™
1Our process is to follow our process.
2If there is no process, our process is to design and deploy a process.
1Inappropriate complaints have infrequently been lodged in the past.
2I spoke to a physician and he followed my advice to take roses to the offended nurse.
Where can you learn more? behavior?1
1Please visit www.KendallLStewartMD.comto download related white papers and presentations.
Are there other questions? behavior?