When it comes to workplace culture, it is tempting to focus primarily on the behavior and attitudes of veterinary practice team members. But given the link between practice culture and patient safety, it is risky to ignore the importance of client interactions.In a blinded study in 2016, neonatal intensive care unit (NICU) teams participating in a training exercise were randomly assigned to either the "neutral" or "mildly rude" parent comment group. The rude statement significantly impacted that team's diagnostic and treatment scores as well as their ability to work together as a team. These findings are consistent with other research showing how toxic behaviors and lack of teamwork can increase medical errors and patient mortality.
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