A Strategic Approach for Managing Conflict in Hospitals: Responding to the Joint Commission Leadership Standard, Part 2

Abstract

Every hospital has unique needs, and every conflict management process must be tailored to individual circumstances. The recommendations in this two-part article can be adapted and incorporated in other, more comprehensive conflict management processes throughout the hospital. Expanding the conflict competence of leaders to enable them to effectively engage in and model constructive conflict-handling behaviors will further support the strategic goal of providing safe and effective patient care.

Improving Health Care Quality and Patient Safety Through Peer-to-Peer Assessment: Demonstration Project in Two Academic Medical Centers

“…The MGH team led the design of a selfassessment survey with input from JHH drawing on elements from existing self-assessment programs. 18,[24][25][26][27][28][29][30][31][32][33][34] The final 29-item survey assessed 8 domains of Q&S programs: governance and management, Q&S leadership, culture, communication, quality surveillance, safety surveillance, strategy and goal-setting, and implementation. Similar to the high-reliability stages of organizational maturity, the pre-visit instrument asks respondents to place the hospital into one of 3 levels of development.…”

Beyond fight or flight: The need for conflict management training in medical education

“…Communication skills are increasingly recognized not only to be essential to effective diagnosis and management of patients but also to manage conflict and work effectively in teams (Lemieux‐Charles & McGuire, ; Mitchell, Parker, Giles, & Boyle, ; Scott & Gerardi, ). The Academy of Communication in Healthcare (Chou & Cooley, ) and CanMEDS (Royal College of Physicians and Surgeons of Canada, ) highlight the skills of active listening (techniques for effectively eliciting others' assumptions, feelings, and perspectives), reflection (to ensure understanding and demonstrate empathy), and the effective delivery and receipt of feedback.…”

A Strategic Approach for Managing Conflict in Hospitals: Responding to the Joint Commission Leadership Standard, Part 1

“…In Part 2, we focus specifically on development of conflict competence among hospital leaders and offer practical approaches and recommendations for designing processes for managing conflict among hospital leadership groups. 12 Addressing conflict among leadership groups supports successful response to the other accreditation standards that address conflict and communication among hospital staff, patients, and family members ( Table 1).…”

“…These options for handling potential or actual conflicts are discussed in more depth elsewhere. 12 Defining "Leadership Groups"…”