Decreasing dialysis provider patient conflict

Decreasing dialysis provider patient conflict

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  Decreasing Dialysis Patient- ProviderConflict Reynel Dan Galicinao
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  Objectives At the endof this session, the participants will be able to: 1. Describe the conflict resolution model 2. Recognize causes and types of conflict 3. Identify tips to defuse anger 4. Develop ways to prevent future conflict
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  Overview • Prevailing attitudes,past behaviors, customs and traditions comprise culture • When cultural expectations of staff and patients differ significantly, conflict is likely to occur • Sometimes, simply enhancing sensitivity to these differences can reduce conflict • The level of conflict in the dialysis clinic must be addressed • Conflict resolution training for staff
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  Causes of Conflict PhysicalEnvironment Unit cleanliness, temperature, noise level Treatment Related Infiltration, medication errors, machine alarms Staffing Number and composition of staff, staff assignment Staff Professionalism/Training Staff talking about personal issues, competence Financial Nonpayment of fees Nonadherence Missed/shortened treatment, not following medical advice Scheduling Wait time, appointment time Disruptive Behavior Yelling, cursing, inappropriate sexual remarks, touching
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  “CONFLICT” RESOLUTION MODEL
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  C reate acalm environment O pen yourself to understanding others N eed a nonjudgmental approach F ocus on the issue L ook for solutions I mplement agreement C ontinue to communicate T ake another look
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  Create a CalmEnvironment • You need to be aware of the physical surroundings, as well as the thoughts and feelings you are experiencing because of the conflict
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  Open Yourself to UnderstandingOthers • It is important to acknowledge the perspective and feelings of the other individual(s) involved
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  Need A Nonjudgmental Approach •As a dialysis professional, it is important for you to maintain an objective and professional approach as you address the conflict • Keep in mind that words exchanged in the heat of an argument are often not intended as personal attacks
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  Focus On TheIssue • When conflict occurs, there is a tendency to lose sight of the issue that started the disagreement • What starts out as a concern about starting dialysis on time can quickly become a disagreement about the facility staff, the clinic operations, or the physician care
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  Look For Solutions •Not all conflicts can be resolved nor are all conflicts based on valid complaints • But working in collaboration with the patient will improve the likelihood of a positive outcome
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  Implement Agreement • Ifyou take the time to work through the conflict, it is likely that you will reach a stage of agreement when changes will need to be put into action
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  Continue To Communicate •Effective resolution of a conflict requires follow up communication • This allows you to monitor the progress being made • This demonstrates to the patient your commitment to resolving the conflict
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  Take Another Look •Handling a conflict, like successfully performing dialysis related tasks, requires practice, understanding, education, and monitoring • Regardless of whether a conflict is minor or major, reviewing the steps used in addressing the conflict will be beneficial
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  Types of Conflict •Verbal expression of a difference of opinion that causes discomfort or distress Verbal Disagreement • Words with intent to demean, insult, belittle or degrade Verbal/Written Abuse • Words expressing intent to harm, abuse or commit violence Verbal/Written Threat • Gestures or actions expressing intent to harm, abuse or commit, violencePhysical Threat • Bodily harm or injury or attackPhysical Harm
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  6 TIPS FORDEFUSING ANGER
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  1. Breathe Deeply •Get your heart rate and breathing to a normal rate • Doing this in front of an angry person can also “model” this technique for them
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  2. Remove Yourself •If possible remove yourself from the situation and deal with the anger when you or they are feeling calmer or “centered” • Let the other person know that you definitely want to talk, but at another time
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  3. Reframe theSituation • Consider another possibility for the conflict or outcome • Help others understand their anger by providing “plausible alternative reasons” for the situation
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  4. Ignore PersonalAttacks • In the long run, it will gain you more respect
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  5. Exercise Regularly •Exercise allows your body to build up energy reserves and stimulates the release of endorphins, the body’s natural calming hormones • This as a preventative technique
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  6. Violence isUnacceptable • If you are concerned that a situation is about to become violent, you should make every effort to distance yourself and your patients from the violent individual • Do not put yourself in a situation where you are in an isolated area with a potentially violent person • It is important that your facility be prepared to deal with any potentially violent situation