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  • Subject Name : Healthcare

Table of Contents


Briefing the event

Description of the position.

Measures that have been applied.

Elaboration of step of the conflict resolution process and implementation.

Outcomes for the patients and staff members.

Changes took place after taking the measures.

Conclusion and recommendations.

Reference List

Introduction to Conflict Resolution at Healthcare Setting

Different kinds of conflicts may take place within a healthcare organization which may reduces the treatment efficiency of the staff members and work effectiveness. Thus it may lead to difficulties in achieving the desired health outcomes for the patients seeking treatment at the hospital. Organizations are required to understand the gap of the policy and procedures applied in their healthcare system and apply appropriate strategies to mitigate the issues regarding conflict. The current study focuses on a particular event of conflict that has arisen within the health care and preventive measures taken to resolve the same.

Briefing the Event

The conflicting event that took place at the organization was the shift woes. In the shifts the conflict had took place. As mentioned by Mahvar et al. (2020), every nurses working within their shift take different approaches through which they work. It is responsible for leading towards serious conflicts between nurses if proper care about the means of care is implemented. As an associate charge nurse person A, was provided with a nighttime shift for caring a patient with eye surgery. Person B the charge nurse was provided with a day shift for caring the patient as well. However, conflict has arrived due to disagreement between the nurse and the charge nurse regarding the working manner. It has been claimed by the charge nurse that the associate nurse was working disorganized manner. The associate nurse is leaving the workplace chaotic and confusing for the charge nurse. Due to this situation the patient care has suffered.

Description of The Position

Nursing associates are responsible for caring patients of all of ages and in different health care setting. My position at the organization is of an associate charge nurse. It is also a responsibility for the associate charge nurse to play significant role in a social setting. For instance, educating the family members of the patients about the health condition and treatment, making the community members and others aware of the patients needs and so on. The main role of the associate nurse is to provide support to the charge nurse and staff members in different healthcare settings (Sexton & Orchard, 2016). The main duties include, performing ECGs and Venepuncture, recoding the clinical observations, collaborating with the nurses and safeguarding the patients.

Measures that Have Been Applied

After the conflict situation has arisen, it has been observed that the supervisor of the organization has taken some important measures to mitigate the issue immediately so that the care outcome of the patient remains intact. The supervisor had taken the measures to so that the communication between the two nurses can be increased (Alexander, Bashore & Jackson, 2017). A meeting has been held in order to communicate the issue arisen at the workplace. The members of the meeting included the charge nurse, associated charge nurse, HR member and a board member. In the meeting the reason behind the care gap and the conflicts has been detailed. Both the charge nurse and the associate charge nurse have been allowed to provide their perception and understanding of the situation. It has been carefully understood by the meeting organizers how the conflict situation as arisen. As mentioned by Moreland & Apker (2016), it is a responsibility of the administration of a healthcare organization and other organizations to go through an in-depth analysis of the conflict situation so that it can be understood properly. This may highlight the gap in the policies and procedures taken under consideration by the organization for managing conflictual; situation.

It has also been observed that the supervisors have recorded all the details of the conflict situation that took place within the healthcare setting. In the result the following outcomes have been achieved by the conflict resolution team. It has been decided in the meeting that each of the parties between whom the conflict has taken place, the charge nurse and the associate nurse will be provide with the authority to put their individual feeling and opinions. It has been assured that the grievances will be heard by the management so that the issues do not arise further. As per the views of Nosek & Durán (2017), the main responsibility of a organization is to ensure the patient t safety no matter what the situation is arising. Considering this fact, the conflict management team has requested to come to a compromising gesture with each other so that the patient outcome is not hampered.

The main approach applied by the conflict resolution team is to promote communication between the charge nurse and the associate nurses. It has been believed that effective communication between the charge nurse and the associate nurse regarding the treatment and caring procedure will improve the health outcomes of the patient.

Elaboration of Step of The Conflict Resolution Process and Implementation

It has been mentioned that the conflict resolution team had taken the measures of investigating the conflict situation first. In detail, the team has identified different gaps that took place due to which the situation as arisen. It has been identified that the charge nurse and the associate nurse did not communicate with each other after their shift end. It has been mentioned by the team members that both the nurse have demonstrated devotion to work but they lacked information regarding each other’s move towards caring for the patient (Wang et al. 2018). It has been highlighted that due to lack of communication between the charge nurse and the associate nurse, it has become difficult to follow and respect each other’s ways of conducting the care process. For instance, the associate charge nurse could not know that the patient under the setting could not move his right hand due to which he cannot take medicines of his own.

The information was not clear to the associate nurse due to which the patient was not provided with the aid that supported his hand moves. This was clearly attributed to the less communication and collaboration between the two nurses. After the identification of the main reason behind the conflict, the management team has suggested some measures that are instructed for maintaining throughout the patient care journey. The measures that have been taken under consideration by the tem include the following:

Mutual Respect:

Both the nurses have been instructed to remain respectful to each other at any healthcare situation. The criteria that has been mentioned for demonstrating respect towards each other is the use of proper body language valuing each other’s opinion and channelizing the conflicts into productive outcomes.

Prioritizing Needs Over Wants

It has been mentioned in the grievance of the charge nurse that she did not like the disorganized way of completing the task by the associate charge nurse. It has been clearly instructed by the management team to rethink about the complaint made by the nurse if the issue is a need or want. This has led to understand prioritizing the wants over the needs may hamper the patient outcome (Masat et al. 2018).

Delivering Compassion and Empathy

It has been mentioned in the mitigation process that staff members working with each others are required to collaborate effectively so that each of the information is shared effectively with each others. The two nurses have also been suggested to understand each other’s position and their working priorities and ways of completing certain tasks through empathizing with each other (Ahmed, Fakhry & Saad, 2019). This will develop a ground for compassionate gesture towards each other and patient outcomes will be achieved.

Focusing on “I”

It has also been instructed to convert their statements in I form. For instance, the charge nurse has been instructed to convert the opinion that associate nurse works in a disorganized way to convert in I work in a disorganized way (Robichaud, 2018). It has been believed by the conflict resolution team that this will increase understanding between the two nurses and will induce empathic vies towards each other.

Apart from training the two nurses the essentials of communication between each other, some measures have also been taken under consideration like use of notes, recorders, screenplay and others. In detail both the nurses have been instructed to record their instruction and treatment information in a tape recorder or a video recorder. It is believed that it will promote the communication between each other even when the nurses are not in their shift time. It will also enable to flow information towards each other in case of absence also (Ibrahim, Mohamed & El-Gazar, 2020). Nurses may also leave notes for the other nurses that will be working with the same patient in different shift. Therefore, these are the measures that are taken under consideration by the conflict management team of the organization. Training program for making the communication between the staff members effectively and contributing to the positive outcome of the patient care, has also been developed.

Outcomes for The Patients and Staff Members

Outcomes for The Staff Members

It has been assumed that the strategies taken under consideration by the conflict resolution team have increased the collaboration between the staff members. It has been observed that the training program arranged for the staff member in developing effective communication skills had helped in better understanding of the cultural diversity among them. As per the views of Arias et al. (2020), cultural diversity and linguistic barriers may be considered as a barrier for effective communication between the staff members of the organization. As the values, perception and moral opinion of the staff members differ from each other they could not identify themselves with others making an isolating situation. The training has helped the staff members in better cultural accommodation. This has increased empathic view and understanding between the nursing and other staff members that could be held responsible for the increased collaboration and productivity through high morale.

The information’s like the medical reports of the patients, their treatment plan, and the inputs from the family members of the patients are shared effectively with each other for making every associated staff members aware of the different aspects of the patient treatment. It can be stated that the tendency of working within a team has increased along with the understanding of each other’s pressure situation (Foronda, MacWilliams & McArthur, 2016). The tendency of working after the shift end has also been observed to increase for the sake of the improved patient outcomes. It can be stated that the care and responsibility taking attitude has also increased among the staff members.

Patient Outcome

After the conflict mitigation training specialized in increasing communication skills have taken place, it has been observed that the well-informed diagnosis have taken place. After a patient seeking diagnosis reaches to the organization the utmost importance is to deliver a timely diagnosis so that the treatment process does not suffer. This has been observed to be taken seriously by the hospital associates and patient outcome has improved in the context of well-informed diagnosis. The treatment planning of the patients have also been improved as the collaboration between the nurse, medical officers and the physicians have increased. It can be stated that transparency of the measures taken to provide care to the patients has also increased. It is due to increased communication and collaboration between the staff members. The timely discharge and patient data recording has also taken place in effective manner so that the family members and the patient do not wait is queue to end the process (Schneider, 2017). The understanding of the family members regarding the treatment planning has also improved.

Changes Took Place After Taking the Measures

The communication training brought about a number of necessary changes within the organization, especially in terms of the managerial competencies and operational efficiency. Prior to the training program, there were a number of discrepancies between the nurses that led to serious issues among the nurses. Medical care inherently comprises of a number of critical implications, and it is imperative that the nurses and other hospice professionals work in a collaborative and coordinating manner. The incorporation of the method to record the audio and video specifications to assist the nurses during the change of shifts would also be effective in ensuring that the patient outcomes are focused on and improved in a significant manner. Another major positive change that took place post the completion of the communication training program related to better interpersonal relationships among the nurses, which subsequently translated into enhanced operational efficiency for the organization (André et al. 2016). The degree of collaboration between the Charge Nurse and the Associate Nurse saw a major improvement, especially in terms of handing down the patient specifications and any general instructions. Moreover, the utilization of audiovisual measures also ensured that there would be a proper point of reference in the case of a disagreement of discrepancy in the future. Naturally, it led to all the nurses being more engaged with their professional obligations, which subsequently translated into better care provision for the patients.

The ability of the nurses to track care changes also saw an improvements, and it is arguably the most important benefit that was entailed within a successful delivery of the communication program. Specialized needs and requirements of the patients were also focused upon within the communication training program that allowed the nurses to understand the motives of the patients in a more effective manner as compared to before. Patient advocacy also saw a major improvements post the delivery of the communication training programs, especially in terms of bridging the gaps between the patients and the nurses that previously existed. The nurses were also able to identify patient fears and worries in a more accurate and pre emptive manner, and this led to enhanced diagnosis capabilities and competencies within the nurses. Comprehending the emotional state of the patients and the fellow nurses is extremely important, as the providing health care services in the profession of a nurse can be extremely challenging and daunting.

The improved collaboration, roster management competencies and interpersonal relationships within the nurses cumulatively led to better outcomes for the medical organisation over time. The quality of the patient experience improved to a large extent, and this led to massive benefits both in terms of the reputation of the organization as well as the people involved therein (Yusuf & Rahman, 2019). The communication training program essentially managed to consolidate the nurses and their practice methods and streamline the process of delivering the care. Situations of conflict and disagreements also reduced to a large extent, and this further translated into a sound organizational culture over time. The nurses along with the ward members also developed abilities to respond to emergency situations in a more effective manner, thus enhancing the fluidity within the hospital operations progressively.

Conclusion and Recommendations on Conflict Resolution at Healthcare Setting

In conclusion, conflicting situation has arisen within the health care setting mentioned above. The conflict was arising between the charge nurse and the associate nurse due to which the patient outcomes suffered. After conducting detailed investigation regarding the conflict situation, it has been decided to provide communication training to the hospital staff members. The reason behind this is that it has been found the main reason behind the conflict between the two nurses was lack of communication and collaboration. After implementation of training it can be recommended that improvement in the staff member collaboration and communication can be improved through adopting modern communicative technologies to achieve improved patient outcomes.

Reference List for Conflict Resolution at Healthcare Setting

Ahmed, R. A., Fakhry, S. F., & Saad, N. F. (2019). Conflict Resolution Strategies Training Program and its Effect on Assertiveness among Nursing Students.

Alexander, G. K., Bashore, L., & Jackson, L. (2017). “Adaptable to Unexpected Situations”: Nursing and Social Work Students Reflect on Interprofessional Communication and Teamwork. Health and Interprofessional Practice3(2), 10.

André, B., Frigstad, S. A., Nøst, T. H., & Sjøvold, E. (2016). Exploring nursing staffs communication in stressful and non‐stressful situations. Journal of Nursing Management24(2), E175-E182.

Arias, Y. M. A., Moreno, T. M. E., Callata, S. G. L., & Manrique, N. Y. B. (2020). Labor conflicts types and their management in nursing practice. Enfermería Global, (57), 470.

Foronda, C., MacWilliams, B., & McArthur, E. (2016). Interprofessional communication in healthcare: An integrative review. Nurse education in practice19, 36-40.

Ibrahim, S. A., Mohamed, H. A., & El-Gazar, H. E. (2020). Conflict Management Strategies Utilized by Nurse Managers and its Relationship to Vertical Dyad Linkage with Nurses. Port Said Scientific Journal of Nursing7(2), 1-19.

Mahvar, T., Mohammadi, N., Seyedfatemi, N., & Vedadhir, A. (2020). Interpersonal Communication among Critical Care Nurses: an Ethnographic Study. Journal of Caring Sciences9(1), 57.

Masat, S., Danaci, E., Sener, A., Erdogan, T. K., Cinarli, T., & Koc, Z. (2018). The effect of emphatic tendency levels of nurses on their conflict resolution skills. New Trends and Issues Proceedings on Advances in Pure and Applied Sciences, (10), 11-25.

Moreland, J. J., & Apker, J. (2016). Conflict and stress in hospital nursing: Improving communicative responses to enduring professional challenges. Health communication31(7), 815-823.

Nosek, M., & Durán, M. (2017). Increasing empathy and conflict resolution skills through nonviolent communication (NVC) training in Latino adults and youth. Progress in community health partnerships: research, education, and action11(3), 275-283.

Robichaud, M. (2018). Nursing Leadership and Conflict. Nursing Leadership Student Journal.

Schneider, S. (2017). Education Methods for Conflict Resolution to Nursing Students.

Sexton, M., & Orchard, C. (2016). Understanding healthcare professionals’ self-efficacy to resolve interprofessional conflict. Journal of interprofessional care30(3), 316-323.

Wang, Y. Y., Wan, Q. Q., Lin, F., Zhou, W. J., & Shang, S. M. (2018). Interventions to improve communication between nurses and physicians in the intensive care unit: An integrative literature review. International journal of nursing sciences5(1), 81-88.

Yusuf, Z. K., & Rahman, A. (2019). Pengaruh Stimulasi Al-Qur'an Terhadap Glasgow Coma Scale Pasien Dengan Penurunan Kesadaran di Ruang ICU. Jambura Nursing Journal1(1), 44-47.

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