Improving Formal Incivility Reporting in Ambulatory Oncology: Implementing the CIVIC Duty Program

The aim of this quality improvement project was to increase formal reporting of incivility events committed by patients and their visitors on an ambulatory oncology infusion unit. Evidence-based interventions of providing education, raising awareness of existing policies, receiving support from leadership, and reinforcing use of reporting system were implemented and resulted in increased formal incivility reporting.

AT A GLANCE

• Incivility in the clinical setting can negatively affect patient care and nurse satisfaction.
• Prevention and mitigation of incivility is challenging because of underreporting.
• Formal reporting of incivility is needed to determine accurate incidence and prevalence.