Conflict Resolution in Hospital: A Case Study

Leadership and
Management

Table of Contents
Overview..........................................................................................................................................1
1. Event that led in conflict situation..........................................................................................1
2. Position in the institution ward workplace..............................................................................1
3. Measure that were applied to seek immediate resolution.......................................................2
4. Steps of conflict resolution process.........................................................................................2
5. Outcomes for patients and staff...............................................................................................4
6. Changes that took place as a result to eliminate the probability for a similar event...............4
7. Recommendation for improving the outcomes ......................................................................5
REFERENCES................................................................................................................................7

Overview
The report is based upon a situation of a hospital in India where a conflict is arise
between a nurse and family. Therefore, with the help of using theory and resolution strategy,
report provide a way through which the nurse is handle the situation.
1. Event that led in conflict situation
In a general ward, one patient is admitted from last two days who was faint due to met
with an accident. There were many physical injuries and still patient is not in his senses. So the
staff nurse and other ward boy were regularly provide care and change the bandage from his
wounded area. Instead of following the protocol of hospital, the staff nurse preferred his own
way which is completely different from normal manner. So, this event is not acceptable by the
family member of patients and even staff members did not properly say the actual situation of
the patient to their family members.
This event is rely under interpersonal conflict situation, where family members are
frustrated with the treatment provided by the staff members, because there is no positive signs
in the recovery in patient. So this event is converted into a conflict situation, which is fall under
the issue base conflict nursing. Hence, it is stated that the hospital is not met with the customer
expectation and did not lead a satisfy their need. As being a RN, it is my duty to take care of
each and every patient and staff members because there are many people who are working under
me.
2. Position in the institution ward workplace
My position in Hospital of India is as an Registered Nurse (RN) and I perform many
task related to patient care, case management and treatment planning. Under this position, I
handle the team of 8 staff nurses and I also provide effective training session in order to deal
with many complex problem within a hospitals. My basic responsibility is to recording the
medical history, monitoring symptoms and make sure that hospital have enough medical
equipment or not (Silvestre and et.al., 2017). Also, being a RN I also manage one on one
meeting with my staff members in order to listen their problem and challenges which they face
during the workplace.
On the other hand, RN also directing and supervising LPN and CNA and also make sure
that the patient get enough medical facilities from the hospital or not. So, it can be stated that RN
keep an eye on each and every aspect of patient care which further includes physical activity and
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