Abstract
We examined health care conflicts through interviews with health care leaders, providers, and patients. Ninety-two medical providers, nurses, technologists, hospital leaders, and patients/families shared 156 conflict stories. We identified individual, interpersonal, and organizational factors contributing to interprofessional conflicts. Individual contributors included resource depletion (i.e., stress and fatigue), perceptions of others' seemingly selfish motives, and judgment toward colleagues' competence. Interpersonal conflicts involved prior unresolved conflicts, dehumanization, power differentials, or communication breakdown. Organizational factors included navigating within complex organizational structures and noncompliance with group norms. Conflicts resulted in negative consequences for patients (safety, satisfaction), providers (career, relationships, satisfaction, morale), and organizations (performance, staff turnover).
| Language | English (US) |
|---|---|
| Pages | 255-277 |
| Number of pages | 23 |
| Journal | Conflict Resolution Quarterly |
| Volume | 33 |
| Issue number | 3 |
| DOIs | |
| State | Published - Mar 1 2016 |
| Externally published | Yes |
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ASJC Scopus subject areas
- Law
- Psychology (miscellaneous)
Cite this
Conflict Narratives from the Health Care Frontline : A Conceptual Model. / Kim, Sara; Buttrick, Elizabeth; Bohannon, Isaac; Fehr, Ryan; Frans, Elise; Shannon, Sarah E.
In: Conflict Resolution Quarterly, Vol. 33, No. 3, 01.03.2016, p. 255-277.Research output: Contribution to journal › Article
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TY - JOUR
T1 - Conflict Narratives from the Health Care Frontline
T2 - Conflict Resolution Quarterly
AU - Kim,Sara
AU - Buttrick,Elizabeth
AU - Bohannon,Isaac
AU - Fehr,Ryan
AU - Frans,Elise
AU - Shannon,Sarah E.
PY - 2016/3/1
Y1 - 2016/3/1
N2 - We examined health care conflicts through interviews with health care leaders, providers, and patients. Ninety-two medical providers, nurses, technologists, hospital leaders, and patients/families shared 156 conflict stories. We identified individual, interpersonal, and organizational factors contributing to interprofessional conflicts. Individual contributors included resource depletion (i.e., stress and fatigue), perceptions of others' seemingly selfish motives, and judgment toward colleagues' competence. Interpersonal conflicts involved prior unresolved conflicts, dehumanization, power differentials, or communication breakdown. Organizational factors included navigating within complex organizational structures and noncompliance with group norms. Conflicts resulted in negative consequences for patients (safety, satisfaction), providers (career, relationships, satisfaction, morale), and organizations (performance, staff turnover).
AB - We examined health care conflicts through interviews with health care leaders, providers, and patients. Ninety-two medical providers, nurses, technologists, hospital leaders, and patients/families shared 156 conflict stories. We identified individual, interpersonal, and organizational factors contributing to interprofessional conflicts. Individual contributors included resource depletion (i.e., stress and fatigue), perceptions of others' seemingly selfish motives, and judgment toward colleagues' competence. Interpersonal conflicts involved prior unresolved conflicts, dehumanization, power differentials, or communication breakdown. Organizational factors included navigating within complex organizational structures and noncompliance with group norms. Conflicts resulted in negative consequences for patients (safety, satisfaction), providers (career, relationships, satisfaction, morale), and organizations (performance, staff turnover).
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U2 - 10.1002/crq.21155
DO - 10.1002/crq.21155
M3 - Article
VL - 33
SP - 255
EP - 277
JO - Conflict Resolution Quarterly
JF - Conflict Resolution Quarterly
SN - 1536-5581
IS - 3
ER -