Reducing healthcare conflict: outcomes from using the conflict management framework

Archives of Disease in Childhood
Liz Forbat, Sarah Barclay

Abstract

To test a new conflict management framework (CMF) to help staff identify and de-escalate conflict between staff and patients/families. Before/after study that reports staff quality of life, frequency/severity of conflicts and qualitative interviews on using the framework. Data were collected from May 2017 to September 2017. A paediatric oncology department day-patient and 23-bed inpatient ward. A two-stage CMF used by staff during daily handovers to identify and then manage conflict cases with families. Staff found the CMFto be helpful in identifying and de-escalating conflicts. The number of conflicts reported decreased by 64% from baseline to follow-up. Communication regarding conflict identification improved. Reports of staff burn-out decreased between the two time-points (n=55 at baseline, n=31 at follow-up; p=0.001). Scores on compassion and secondary traumatic stress did not change. The CMF substantially reduces the incidence of conflicts and is an acceptable approach for staff. Continued use of the framework would require it to be fully integrated into the working of the ward, which would need to include senior medical buy-in. Further refinements to the framework have been made and will be tested in four UK sites in 2018...Continue Reading

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Citations

Oct 26, 2018·Archives of Disease in Childhood·R Mark Beattie
Oct 20, 2019·Journal of Paediatrics and Child Health·David Isaacs, Anne Preisz
Aug 23, 2019·Archives of Disease in Childhood·Nicholas G Gottardo
Apr 17, 2020·Journal of Caring Sciences·Tayebeh MahvarAbouAli Vedadhir
Jul 4, 2020·Critical Care Medicine·Joshua B Kayser, Lewis J Kaplan
Aug 7, 2019·Journal of Paediatrics and Child Health
Feb 18, 2021·Archives of Disease in Childhood·Emily Parsons, Anne-Sophie Darlington
Apr 21, 2021·Archives de pédiatrie : organe officiel de la Sociéte française de pédiatrie·R CremerUNKNOWN GFRUP

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