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Decreasing dialysis provider patient conflict

Preventing Conflict among dialysis patients and their dialysis staff

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Decreasing dialysis provider patient conflict

  1. 1. Decreasing Dialysis Patient- Provider Conflict Reynel Dan Galicinao
  2. 2. Objectives At the end of 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
  3. 3. 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
  4. 4. Causes of Conflict Physical Environment 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
  6. 6. C reate a calm 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
  7. 7. Create a Calm Environment • You need to be aware of the physical surroundings, as well as the thoughts and feelings you are experiencing because of the conflict
  8. 8. Open Yourself to Understanding Others • It is important to acknowledge the perspective and feelings of the other individual(s) involved
  9. 9. 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
  10. 10. Focus On The Issue • 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
  11. 11. 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
  12. 12. Implement Agreement • If you 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
  13. 13. 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
  14. 14. 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
  15. 15. 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
  17. 17. 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
  18. 18. 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
  19. 19. 3. Reframe the Situation • Consider another possibility for the conflict or outcome • Help others understand their anger by providing “plausible alternative reasons” for the situation
  20. 20. 4. Ignore Personal Attacks • In the long run, it will gain you more respect
  21. 21. 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
  22. 22. 6. Violence is Unacceptable • 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