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In the Know, Inc.

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Healing Healthcare with Civility Training

The healthcare industry is hiding a dirty little secret and it’s making everyone sick. A shameful, but often hidden culture of incivility causes dangerous medical errors, poor patient satisfaction, higher employee turnover and higher healthcare costs for everyone.

Durham, NC, September 13, 2012 --( In the Know, Inc. now offers the only healthcare-specific civility training program designed to meet the unique needs of the healthcare environment. Based on their popular book, “The REAL Healthcare Reform,” ITK’s program is a complete turnkey solution that contains everything a healthcare educator needs to get a civility training program up and running immediately.

Training packages are available for as few as 12 learners and come complete with a copy of The REAL Healthcare Reform for each learner and an Instructor’s Manual for the educator.

Healthcare educators will find the Instructor’s Manual full of engaging classroom activities, thought-provoking discussion questions, convenient PowerPoint presentations, tips for improving participation and a CD with master copies of all the handouts and presentations.

In 2008, The Joint Commission declared that “behaviors that undermine a culture of safety” constitute a sentinel event and proposed the recommendation that all accredited healthcare organizations be responsible for handling and preventing incivility in the workplace. In the Know’s REAL Healthcare Reform Civility Training Program makes fulfilling this recommendation easy.

The program materials are appropriate for every individual in the healthcare environment, clinical and non-clinical alike. Administrators, managers, nurses, aides, secretaries, and everyone in between, will find the program easy to use and understand. In addition, the program provides six hours of inservice credit for all Certified Nursing Assistants.

Healthcare organizations who follow the Joint Commission’s recommendations and implement civility training will find that it:
1. Reduces costly medical errors. Incivility ruins communication among the healthcare team and poor communication is a direct threat to patient safety. Civility training decreases dangerous and potentially deadly medical errors by improving teamwork and communication.
2. Increases employee retention. A staggering number of healthcare employees report having quit a job because of incivility. Civility Training improves employee retention at every level, saving organizations the precious time and money involved in hiring and training new employees.
3. Cuts down on “call-outs” and absenteeism. Working in a culture of incivility leads to more absenteeism. As many as 47% of healthcare employees report spending less time at work because of incivility. Civility training creates an atmosphere that energizes and inspires those who are in it. Employees who are energized and inspired will look forward to coming to work, thus reducing the rate of absenteeism.
4. Eliminates conflict and drama. Incivility leads to conflict and conflict = Drama! Healthcare professionals who embrace civility are less likely to burn out, bully or “eat their young!” This means less conflict and drama in the workplace.
5. Improves patient satisfaction and enhances the organizations reputation. Disgruntled, dissatisfied and disengaged employees don’t provide quality care to the patients they serve. This leads to a decrease in patient satisfaction. Patients who are dissatisfied with the care they receive share their negative experience with others in the community. Healthcare organizations that embrace civility enjoy improved patient satisfaction . . . and satisfied patients who speak well of the organization in the community enhance that organization’s reputation.

To learn more about In the Know’s Civility Training Program, visit and call 877-809-5515 to order your program today.
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In the Know, Inc.
Stacey Turnure

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