Neonatal Intensive Care Unit (NICU)
1
campuses
Nurses & leaders
Phased rollout
Leader accountability
Despite its dedication to clinical excellence, the NICU struggled with a toxic workplace culture. Interactions among nurses and between nurses and physicians were often marred by unnecessary conflict and personal grievances. This led to a pervasive environment of distrust, disrespect, and poor communication, where professional relationships were strained.
Petty behaviors and complaints became commonplace. The unit lacked adequate support to address these systemic issues allowing this harmful environment to persist for far too long. Recognizing that external intervention was crucial, the goal became clear: to rebuild the NICU into a space where all team members could thrive, supported by a culture of respect, collaboration, and positivity.
To address these challenges, KPSC engaged in the Healthy Workforce Culture Change Certification Program, a year-long, evidence-based initiative designed to cultivate a professional, supportive, and respectful work environment.
This comprehensive program is built on a dual framework, combining top-down and bottom-up approaches to ensure accountability and engagement at every level of the organization. Leaders and the interprofessional team were equipped with the tools and strategies necessary to confront and eradicate bullying, incivility, and disruptive behaviors.
The framework emphasized the importance of holding all team members accountable for their behavior, ensuring that the culture change was not only initiated by leadership but also sustained through the active participation of the entire team.
increase in employee engagement scores (54 to 68) over 18 months
The results of the program were transformative, shifting the unit's culture toward one that prioritized respect, support, and open communication.
Employee engagement survey results showed a marked improvement over the course of the program, reflecting a significant upward trend.
Team members reported a renewed sense of belonging and pride in their work, alongside significant improvements in trust.
Conflict resolution became more efficient, with fewer escalations, creating a greater sense of psychological safety.
increase in employee engagement scores (54 to 68) over 18 months
Neonatal Intensive Care Unit (NICU)
reduction in first-year nurse turnover
Academic Medical Center
Tell us where disruptive behavior is costing you nurses, safety, or trust — and we’ll show you the path other health systems have already walked.
