Tackling Disrespectful, Unprofessional Provider Behaviors.
To address problematic provider behaviors that can affect patient safety, physician leaders at Vanderbilt University Medical Center (VUMC) developed the Coworker Observation Reporting System (CORS), a systematized approach for retrieving and addressing concerns about providers reported by staff. To encourage staff members to report concerns, they have to trust that the organization is going to respond, and they also have to feel that they have a certain element of psychological safety. Selected peer messengers share staff complaints with providers, enabling them to offer their perspectives on the issues or events in question. Three years into the implementation of CORS, investigators found that the majority of providers self-correct their behaviors when reports about staff concerns are shared. Additional level 1, level 2, and level 3 interventions are built into the CORS system for providers who fail to self-correct after one or two reports.
D000046:Academic Medical Centers; D004636:Emergency Service, Hospital; D006801:Humans; D019982:Organizational Case Studies; D010557:Personnel Administration, Hospital / Q000379:methods*; D028743:Professional Misconduct; D013714:Tennessee