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The Costs of Incivility in Health Care: What We Do and Say Matters


This is a virtual event, accessible online. Access instructions will be provided after registration.


Incivility – rude behavior, reluctance to assist, negative comments, lack of respect – we’ve all witnessed it or have been subjected to it in the health care environment. These behaviors undermine a culture of safety, negatively influence the patient experience, affect team performance and impact your bottom line. This webinar will help senior leaders and clinicians understand the costs and business impacts of incivility and identify steps to promote a respectful culture and mutual support for all health care team members.


This webinar will provide you with the knowledge to:

  1. Define incivility and list its impacts on health care organizations.
  2. Understand the incidence of incivility in health care.
  3. Gain an appreciation of the costs to turning a “blind eye” to incivility in health care.
  4. Acquire processes and tools to address incivility in your health care organization.


Dr. Laurie Drill-Mellum, MD, MPH

Laurie Drill-Mellum, MD, MPH is MMIC's first Chief Medical Officer. She is a Board-certified emergency medicine physician, a Bush Medical Fellow and recently completed a fellowship in Integrative Medicine at the University of Arizona.

Dr. Drill-Mellum holds an undergraduate degree in Anthropology from Pomona College in California. She attended the University of Minnesota Medical School, where she also obtained a Master's in Public Health. She is a graduate of the Emergency Medicine Residency Program at Hennepin County Medical Center in Minneapolis.

Dr. Drill-Mellum has practiced emergency medicine at Ridgeview Medical Center in Waconia, Minnesota since 1991 and is currently the co-medical Director of Ridgeview Medical Center's Hospice Program. During her tenure at Ridgeview, she has held roles as both Chief of the Medical Staff as well as Medical Director of the Emergency Department. She is also a Comprehensive Advanced Life Support Instructor.

Dr. Drill-Mellum is a Fellow of the American College of Emergency Physicians. She is a member of the American College of Emergency Physicians, the Minnesota Medical Association, the Twin Cities Medical Society, the American Medical Association, the American and Minnesota Holistic Physician Associations and a member of the Transforming Behavior and Culture at Work: Minnesota Healthcare Collaborative.

Continuing Education

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