Conflict Resolution in Healthcare: A Leadership and Management Report

This report details a conflict situation within a hospital in India, where a disagreement arose between a nurse and a patient's family. The report, written from the perspective of a Registered Nurse (RN), explores the event leading to the conflict, the RN's position in the hospital, and the immediate measures taken to resolve the issue. It outlines the conflict resolution process, emphasizing the compromising stage, and discusses the outcomes for both patients and staff. The analysis includes changes implemented to prevent similar events, such as staff training and improved communication, and offers recommendations for improving future outcomes, including the implementation of patient satisfaction scales and gap models. The report highlights the importance of leadership skills and effective conflict management in ensuring quality patient care and maintaining positive relationships within the healthcare environment.

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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proper diet as well. So, as per the conflict situation, there is a conflict between staff nurse and
patient's family members, so it is my duty to handle the conflict because as per the SERVQUAL
instrument which is a multiple item Scale for measuring Service quality, that is used to measure
a service based on the difference between expectation and satisfaction (Wholihan and Tilley,
2016). So the situation is also shows that there is a need to solve the problem because family
members are doubt on the service provided by the hospitals and that is why, it is necessary to
use conflict resolution process to solve problem.
3. Measure that were applied to seek immediate resolution
In order to solve an Interpersonal conflict situation, Rn should immediately go and
review the entire situation. It is so because to manage any interpersonal conflict, always use a
mediator which in turn leads to provide better solution. In this event, RN is the mediator who
provide the best solution (Moreland and Apker, 2016). That is why, RN apply the techniques of
conflict resolution which I based upon five stage, out of all, Compromising stage is chooses in
which both parties are involves in order to develop a middle path. So, under this situation, a
permanent solution is provided such that, RN first listen words from both parties and realized
that both parties are right at their own stage, but there is a need to solve the problem. For that,
compromising technique is chosen in which both parties settle down and ready to accept the
solution. Like, RN start developing training session for staff nurse so that they will come to
understand the protocols of hospitals.
On the other side, for family members, RN consolidate and also assure them to get daily
update of a patients. Hence, it is analyzed that with the technique of conflict resolution,RN
immediately solve the problem and this in turn assist to make sure that quality of service
provided by hospitals in proper, so that it will not damage the customer base and morale of
service providers as well (Obembe, Olajide and Asuzu, 2018). Also, with this measurement, it is
also clearly reflected that RN posses a strong leadership skills and knows how to manage the
things or conflict so that it will not convert into a complex problem for others.
4. Steps of conflict resolution process
Conflict resolution process is the process by which two or more parties reach a peaceful
resolution to a dispute. So as per the event, there is a conflict between staff and family members
of a patient within hospital. So, by using six step resolution process, the conflict is resolved.
These steps are as mention below:
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 Clarify the disagreement: It is the first step, which clarify the conflict and under this
step, it is the duty of RN to listen the views from both side and then proceed to further
step. So, RN ask questions to staff members and then family members or any other
parties who are involved in this. Through this, RN tries to understand the situation and
provide solution for the same (Kulkarni, 2019).
 Establish a common goal: In the second stage of conflict resolution process, RN tries to
develop a common goal which is agreed by both parties. Such that by using own
leadership style, RN tries to satisfy the expectation of family members and that is why, it
take some steps in order to meet define aim i.e. to provide proper care to the patient who
is faint from last two days.
 Discuss the way to meet common goal: In this stage, RN listen, communicate and tries
to convince both the side to that it will not cause any negative impact upon the image of
hospital. So, in this step, RN uses all the techniques of conflict resolution i.e. problem
solving, compromising, avoiding, forcing and accommodating. So, by providing the way
to meet the goal is the best option in which the conflict is resolved.
 Identify the barrier to a common goal: There are many options available for RN and
both parties, but in every situation, barrier should be identified so that it will not cause
any negative impact upon the business. So it is the duty of RN to understand the problem
and also provide solutions in order to handle the issue (Huang and et.al., 2020). Under
this conflict situation, RN should monitor the performance of each employee working
under RN so that the complexity is overcome. Also, effective leadership style should be
opt in order to manage the problem.
 Agree on the best way to resolve conflict: As RN provide many technique to solve the
problem, among all, RN suggest to use compromising in which both parties are involved
to think middle path wherein both parties decide to give up something and determine a
resolution as well (Mahvar and et.al., 2020). Thus, it is the best way to manage the
problem for permanent basis and also this leads to lose- lose kind of an outcome because
they both may feel they have lost something but actually they got a solution.
 Acknowledge the agreed upon solution: In this solution need to be executed
immediately and both parties need to realize their own responsibility in resolution of
conflict. Like, staff nurse should take proper care and give time to time update to the
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patient's family members, while family member should not be panic at any situation and
let hospital staff do their own work with regards to treatment (Elizondo and et.al., 2020).
5. Outcomes for patients and staff
The biggest outcome from the conflict resolution for patient is satisfaction because
family members chooses hospitals because they have trust, with effective service and quality of
health care, patient get recovered. That is why, by using the conflict resolution strategy i.e.
Compromising by RN, it is also analyzed that patient get proper care and each and every staff of
hospital is monitor by RN. It is so because the entire safety of a patient is depend upon the
quality of care provided by hospitals. So, by applying effective conflict strategy, family member
of patient under the situation is satisfied and it is also supported by SERVQUAL instrument that
hospitals should know the expectation of patients to measure the quality of health care and that
is why, using the model of conflict, satisfaction level of patient is also increases (Spini and
et.al., 2020).
In addition to this, outcome of staff is also wide because RN keep an eye to each staff
members and also, proper training session is also introduce that assist to keep aware all the staff
to comply with hospital protocols only. This in turn assist them to grow personally as well as
professionally so that they provide proper care to their patient. Also, the implement
measurement also help to make changes within a premises and strict rules and regulations is
followed which makes staff nurses and ward boys discipline (Heidmann and et.al., 2020). So, it
is stated that there is a positive outcome for patient and staff and this in turn improve the quality
of services offered by hospitals to patients which in turn increases interaction between patients
and hospitals as well.
6. Changes that took place as a result to eliminate the probability for a similar event
The current conflict situation affect the overall performance of hospital in adverse
manner, that is why, there is a need to sort out the problem and make changes earlier. For that,
hospital should develop Patient satisfaction Scale (PSS) for measuring patient satisfaction with
primary care nurses. By developing this system, hospital easily analyze the level of satisfaction
and may also ask further changes that needs to be developed. In this way, patient satisfaction
level is addresses (Arias and et.al., 2020). Moreover, there is a need to improve the quality of
nursing care and for that hospital should start allotting specific time for providing update to the
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patient's family members. Also, with this strategy, it is easy for the patients and their family
members to get proper updation with regards to the treatment provided by RN.
In addition to this, hospital should make changes in its care quality and for that gap
model should be used that help to identify the satisfaction level of patients and also proper
quality of services are also provided to patients or not. Through this model, gap is identified in
which hospital further take action to minimize the same (Kuo and et.al., 2020). As per the
current event, it is analyzed that with the careless of staff nurse, the situation is converting to
interpersonal conflict situation in which a group is involved that affect the overall result in
opposite manner. That is why, it is suggested to to immediately develop the models of service
quality into hospital so that it will help to eliminate the similar problem.
Also, the define time in waiting area of patient should be reduce, so that it minimize the
communication between doctor- patient and staff nurse- family member of patients. Hence, it is
suggested to make the changes and provide slot to family members, in which they can visit the
premises in that particular time slot (Marlow and Hatipoğlu, 2020). So, by making changes in
the appointment time with patient, there will be no direct communication and this in turn assist
to minimize the chances of problem.
7. Recommendation for improving the outcomes
There are many problem face by the hospitals, but in the current study, the conflict is in
between staff nurse and family members of the patient. So, to improving the outcomes and
preventing the similar situation from occurring again, there are many ways which are as mention
below:
 To prevent from similar situation, it is recommended to RN to provide effective training
session for their staff nurses so that they will easily understand the protocols of the
hospitals. In addition to this, after training, a demo will be perform by trainees in order to
determine whether training is beneficial for them or not (Gutiérrez-Sanín and Wood,
2017). As, the event clearly define due to wrong bandage by staff nurse, family of
patient got panic and that is why, proper training should be provided in order to let staff
nurses understand their roles and responsibilities towards patients.
 Further, to improve the outcomes, it is also suggested to the RN to properly monitoring
the situation of patient and get daily update from the staff nurse working under them.
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This will help to analyses the loophole within a process and this in turn help to analyze
the actual problem and performance of staff nurse.
 Moreover, it is also recommended to RN to take feedback from other staff and patients
whether the assigned staff provide effective care to them or not. In this situation, RN also
determine the exact working performance and this in turn leads to analyze which staff
needs extra training so that they may change their nature and behavior towards patients
(Singer, 2018).
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REFERENCES
Books and Journals
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reimplantation: Hospital charges analysis and outcomes at a single institution. Journal of
Pediatric Surgery.
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violence”? Repertoire, targeting, frequency, and technique. Perspectives on
Politics.15(1). pp.20-41.
Heidmann, A. and et.al., (2020). Contributive factors for the consolidation of patient safety
culture in the hospital environment. Escola Anna Nery.24(1).
Huang, Y. J. and et.al., (2020). Surgical outcomes of robotic transanal minimally invasive
surgery for selected rectal neoplasms: A single-hospital experience. Asian journal of
surgery.43(1). 290-296.
Kulkarni, M. (2019). Understanding Reasons for Rise in Conflict Situation in an Indian Hospital
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Kuo, L. and et.al., (2020). Association of Left Atrial High-Resolution Late Gadolinium
Enhancement on Cardiac Magnetic Resonance with Electrogram Abnormalities Beyond
Voltage in Patients with Atrial Fibrillation.Circulation: Arrhythmia and
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Mahvar, T. and et.al., (2020). Interpersonal Communication among Critical Care Nurses: an
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Marlow, S. P. and Hatipoğlu, U., (2020). Quality, Patient Safety, and Communication. Egan's
Fundamentals of Respiratory Care E-Book, p.28.
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communicative responses to enduring professional challenges. Health
communication.31(7). 815-823.
Obembe, T. A., Olajide, A. T., & Asuzu, M. C. (2018). Managerial dynamics influencing
doctor–nurse conflicts in two Nigerian hospitals. Journal of family medicine and primary
care.7(4). 684.
Silvestre, J. H. and et.al., (2017). A multisite study on a new graduate registered nurse transition
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Singer, L. (2018).Settling disputes: Conflict resolution in business, families, and the legal
system. Routledge.
Spini, G. and et.al., (2020). Private Hospital Workflow Optimization via Secure k-Means
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