Kindness in the workplace Kindness is healthcare at its best Kindness contributes to more positive outcomes, and promotes recovery Calms anxiety and fear while inspiring hope Patients being cared for as a whole person, and not just as an illness, allows patients and families to focus on healing Influences how patients/families perceive and trust their health providers Strengthens task-based care with respect, dignity and compassion; attributes that cost nothing Decreases healthcare costs Kindness benefits the health system Traditional, industrial and corporate psychology all contend that kindness in the workplace has a much more profound meaning than just having an environment of “nice” people Kindness in the workplace improves morale which is an important factor in recruitment and retention Friendship and loyalty in the workplace are proven factors for helping corporations retain the best employees Kindness also reduces absenteeism due to the reduction in stress When asked how their managers can recognize their efforts at work, many employees state that receiving kind words regarding their performance on an informal but regular basis is all they want “Hospitals that want to stand out among their competitors must emphasize kindness and compassion” according to Forbes contributor Rob Asghar Tips for caregivers to influence kindness You may think it is unfair that when you are accessing healthcare that you have to be kind and teach others to do the same. You are right, this should not be how it is. The healthcare system needs influence from its own kind people, and from its patients and caregivers. We all have a responsibility in changing healthcare. Together we can build a kind health system that produces better outcomes for patients and families. If you are willing to help spread kindness, here are a few tips to use when navigating the health system: Commend healthcare professionals when they are kind and explain how this impacts you Be as kind as you can – kindness is a two way street. Health care professionals are just people like you and have good days, bad days, many have health issues or are caregivers too; treat them in the way you would want to be treated Work on building relationships. Not everyone makes a good first impression for a variety of reasons. Give people second and third chances. We don’t just have friends, we make them so this is the same for all relationships, they take work When someone is horribly rude, resist the urge to respond back aggressively. Take a deep breath and be as kind as possible. You can try this dialogue: “It seems like you are having a hard time, your job must be very hard. I hope we can work well together to make things easier for both of us.”; if after trying some techniques to bring someone around, you are still being mistreated, speak to the manager of the department; if you are not satisfied, find out where in the organization you can make an official complaint; when lodging a complaint, make sure to request that it is documented in the health system’s “incident reporting system”; this assures the incident will be recorded and addressed; it is never acceptable to be treated with disrespect in a healthcare institution Be a kindness role model and you will influence many people around you Tips for health providers to influence kindness As healthcare providers, we have an obligation to those who need us to provide services with the utmost respect and kindness. The healthcare system needs help influencing the practice of kindness from healthcare staff as well as from patients and caregivers. We all have a responsibility in changing healthcare. Together we can build a kind system that has better outcomes for patients and families. Here are a few tips to influence kindness in the workplace: Be as kind as you can – kindness is a two way street. Everyone has good days, bad days, many have health issues or are caregivers; treat them in the way you would want to be treated Work on building relationships; not everyone makes a good first impression for a variety of reasons; give people second and third chances We don’t just have friends, we make them so this is the same for all relationships, they take work When someone is horribly rude, resist the urge to respond back aggressively; take a deep breath and be as kind as possible You can try this dialogue: “It seems like you are having a hard time. I hope we can work well together to make things easier for both of us.”; if after trying some techniques to bring someone around and you are still being mistreated, inform the individual that you want to help them but there must be respect and kindness in the workplace; if the problem continues, try to get some assistance from a colleague or your manager; call a code white if you feel threatened or the behaviour is disturbing others; it is never acceptable to be abused by anyone in your workplace; make sure to follow up with an incident report Be a kindness role model and you will influence many people around you Further suggested reading The business of kindness: Olivia McIvor is an international speaker, social researcher and change agent dedicated to inspiring people to make conscious change. She is a bestselling author of three books and numerous personal and professional development tools, a Compassion Advocate with 30 years of experience and leadership in the Organizational Development Profession. McIvor’s website has info on books/resources related to Kindness in the workplace. The power of kindness: In this book, veteran emergency room physician, Dr. Brian Goldman leaves the comfortable, familiar surroundings of the hospital in search of his own lost compassion. The book takes us far from the theatre of medicine and into the world at large to investigate why kindness is so vital to our existence.