What did you say? $-$Case $56$

This case study is about an IV therapist at Acme Medical Center who was tasked with drawing blood from an unconscious patient. Upon entering the room, she professionally introduced herself, explained her purpose, and described her upcoming actions. Subsequently, the Chief Resident entered, expressing that there was no need to communicate with the patient because he was in a coma. The IV therapist stated hearing is the last sense to go even in a coma. The chief resident laughed and said the therapist better speak Russian since the patient is Russian. The IV therapist addressed the situation by speaking to the patient in Russian, evoking a noticeable reaction from the Chief Resident and making his accompanying group laugh, who then promptly exited the room. $($Buchbinder et al$.,2014).$

This situation breaks my heart. As healthcare professionals, we must follow a code of ethics. The fact that the person criticizing the IV therapist is a Chief Resident, that person should have known better.

I see two examples of civility in this situation. First, the IV therapist was demonstrating the ethical principles of beneficence and autonomy. The therapist upholds a standard of civility and respect by gently knocking on the door before entering the room. Upon entering, she introduces herself to the comatose patient, addressing him by name and explaining her presence and the procedures she will be conducting. This demonstration of courtesy and consideration reflects the therapist$$s recognition of the patient's dignity, despite his inability to respond.

The second one is being humble to respond kindly to disrespect while being an advocate for the unconscious patient. The therapist, in a display of composure and respect, responded in a calm and collected manner to the Chief Resident's condescending remarks. Instead of reacting defensively, the therapist acknowledged the Chief Resident's input and made a genuine effort to communicate with the patient in a manner that resonated with them. This thoughtful and considerate approach not only showcased the therapist's professionalism but also underscored their commitment to fostering a civil and harmonious relationship in the workplace.

Meanwhile, the two incivilities, in this case, were the behavior of the Chief resident speaking condescendingly towards the IV therapist in front of their colleagues$/$ his$/$her disrespect towards the comatose patient. The second one is the reaction of the crowd. The behavior of the crowd, which involves laughing at the IV therapist, plays a significant role in perpetuating incivility within the workplace. Instead of demonstrating empathy, they engage in mocking conduct, which is not only inappropriate but also profoundly disrespectful. Such behavior can have a detrimental impact on the overall work environment and may lead to decreased morale and productivity.

I believe that our cultural upbringing, personal assumptions, and opinions influence our etiquette, civility, or incivility as healthcare managers. They influence our communication style, our attitudes toward our subordinates, and the way we handle conflicts. Personal opinions and beliefs have the potential to exert a significant influence on our behavior, leading to the formation of assumptions based on our unfair judgment. These biases, which may operate at a subconscious level, can impact our interactions and perceptions of individuals and groups, thereby influencing our attitudes and actions across various personal and professional contexts.

It's important to recognize these influences and work towards promoting understanding and inclusivity in our interactions with others. Healthcare workers and managers are expected to set high standards and be a good representation of their roles and the company. The impact of their actions on patient care and staff morale underscores the importance of fostering a respectful and supportive environment. By upholding standards of respect, professionalism, and empathy, healthcare professionals contribute significantly to cultivating a positive work environment. This, in turn, enhances the quality of care provided to patients, ultimately reaffirming the commitment to delivering exceptional healthcare services.

The Chief Resident's behavior was not only unprofessional and inappropriate, but it had a significant impact on the work environment. His condescending remarks and mockery of the IV Therapist's actions were witnessed by several staff members, causing a sense of discomfort and unease. By undermining the professionalism of the IV Therapist, the Chief Resident not only damaged her reputation but also created a hostile work environment. Additionally, his disregard for the comatose patient's autonomy and self$-$worth reflects a lack of empathy and ethical consideration. The Chief Resident's behavior seemed to be driven by preconceived notions about the patient's current condition being comatose, the therapist's skills