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Creating a Culture of Mutual Care and Mutual Respect

October 30, 2023

Creating a Culture of Mutual Care and Mutual Respect

Hosted by:

  • Kelly F. Marcroft, RN, MSN, CEN, CPXP, Director of Human Centered Care, Emergency Services at Hartford HealthCare
  • Elizabeth Begley, MS, RN, LNC, CPXP, System Director of Customer and Patient Relations at Hartford Healthcare

The relationship between healthcare organizations and their customers is more fraught than ever. Healthcare workers are encountering incivility and egregious patient conduct. While there is an ethical duty to treat our patients, there is an inherent organizational responsibility to support a culture of mutual respect. This session will describe an organizational culture change that started at the root of the problem and set expectations with colleagues and customers that discrimination, harassment, violence, abusive language are not tolerated. Session topics are supplemented with signage, conversation starters, communication tips, de-escalation training, and a handbook for escalation management developed in partnership with our providers. This dynamic conversation tackles compassion fatigue and shapes clear expectations that the caring environment is a shared responsibility between colleagues and customers.

Click below to view an OnDemand recording of this session:


The following is an OnDemand session from our 2023 Healthcare Experience Summit. View the full list of summit session recordings here.