Neonatal Intensive Care Unit (NICU)
Unit, 26-Beds, Level III, regional cooling center for hypoxic-ischemic encephalopathy (HIE)
Leaders & Interprofessional Team
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 created a pervasive environment of distrust, disrespect, and poor communication, where professional relationships were strained. Petty behaviors and complaints became commonplace, and the unit lacked adequate support to address these systemic issues, allowing the 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 participant of the entire team.
Rebuild the NICU into a professional, supportive space grounded in respect, with clear behavioral standards that everyone is expected to uphold.
Equip leaders and the interprofessional team with practical conflict resolution and communication skills to confront bullying, incivility, and disruptive behavior.
Create a supportive, collaborative culture where every team member feels valued, held accountable, and empowered to sustain the change.
By the end of the year, KPSC's NICU had undergone a remarkable transformation. Team members reported a renewed sense of belonging and pride, while nurses and physicians noted stronger communication, collaboration, and trust. Conflict resolution grew more efficient with fewer escalations, and staff felt greater psychological safety to speak up without fear of retribution — setting a new standard for workplace culture in healthcare.
Increase in RN engagement scores (59 to 69) from September 2022 to March 2024.
Neonatal Intensive Care Unit (NICU)
Nurse turnover dropped on 6B
Magnet-Designated Hospital — Intermediate Care Unit (6B)
Decrease in nursing turnover
Cardiac Intensive Care Unit (CICU)
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.