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Healthcare Experience Matters, PRC

What it Takes to Restore a Culture of Civility in Healthcare

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The need to foster healthy work environments for our leaders, staff and physicians and equip our teams with tools to broaden civility and combat incivility is at an all-time high. 

Over the past 12 months our Healthcare Experience Foundation (HXF) team’s research and coaching have uncovered an unprecedented cost attached to incivility within healthcare organizations. Join Healthcare Experience Foundation's Jeff Robbins, Director of HX Coaching, for today’s episode of our podcast to explore the purpose and impact of civility.

“Civility is complex. It can mean a lot of things to a lot of people. But what I feel is that it's best defined as respect in action,” he said. 

This episode is a condensed version of a recent live learning event from the HXF team. It has been edited down and repackaged into a friendly podcast listening experience.

Did you know? Over two thirds of U.S. consumers agree that incivility is an issue in healthcare today and half of leaders feel their organization does not provide training on how to deal with incivility in the workplace. 

Listeners of today’s podcast can expect to learn all about:

  • The benefits of civility
  • The costs of incivility
  • Steps to foster civility
  • The continuum of workplace aggression

Jeff is no stranger to the HX Matters podcast; he has previously joined us for powerful episodes about elevating the patient experience and using data to tell a story. You can revisit those podcasts here:

Through his speaking engagements and coaching, Jeff is on a mission to restore respect, reduce workplace aggressions, and secure a place for civility in their culture. As you will be able to quickly tell, Jeff is highly passionate about this subject matter. He speaks candidly on today’s broadcast about his own story dealing with incivility and the major problems/stress it caused. 

Jeff also does an outstanding job of bringing today’s conversation back to empathy, which is another one of our favorite topics on the podcast.

“If you're being considerate, kind, paying attention, and listening, and you're using kind words, the empathy just pours out of you. Civility is respect in action, and it does the work of empathy,” he told us. 

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Check out today’s podcast in its entirety:


About the HX Matters Podcast

The five latest episodes of the Healthcare Experience Matters Podcast are available here: 

You can subscribe to our podcast for free on all major podcast platforms and for video of our interviews, you can always check out the Healthcare Experience Foundation (HXF) on YouTube. Catch up on all episodes of our podcast by subscribing and following us on Apple Podcasts, Spotify, Stitcher, Amazon Music and more.

Looking for More Live Learning Events?

We are excited to announce our free webinar schedule for the remainder of this calendar year! Interested in any of these topics? Please make sure to signup early and get it on your calendar! You can use the links below to signup today!

What Does Quiet Quitting Mean for Your Organization?

Thursday, October 13 @ 11am EST | Register Now

New Learnings to Advance Physician Engagement

Thursday, November 10 @ 11am EST | Register Now

Expanding Your Rebound - Navigating 2023 with Agility

Thursday, December 8 @ 11 am EST | Register Now

More About Jeff Robbins

Jeff Robbins, MBA, CPXP is the Director of Healthcare Experience Coaching with a proven track record in creating patient and physician/provider experience improvement in inpatient, emergency department and clinic settings. Jeff has had success in creating physician coaching and mentorship programs in a variety of non-profit, for profit and academic healthcare environments.

Jeff has served as leader of cardiovascular, internal medicine, psychiatry services and has 15 years of healthcare experience in group practice, long-term care, behavioral health, skilled nursing facilities and residential care facilities. He is a sought after speaker with particular emphasis on the Stories Behind N-size, Brain Based Coaching, Civility/Considerate Conduct and Etiquette Based Medicine. Jeff has served in numerous leadership roles in community and academic healthcare settings.

Healthcare Experience Matters, PRC