Conflict Narratives from the Health Care Frontline: A Conceptual Model

Sara Kim, Elizabeth Buttrick, Isaac Bohannon, Ryan Fehr, Elise Frans, Sarah E. Shannon

Research output: Contribution to journalArticle

  • 5 Citations

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).

LanguageEnglish (US)
Pages255-277
Number of pages23
JournalConflict Resolution Quarterly
Volume33
Issue number3
DOIs
StatePublished - Mar 1 2016
Externally publishedYes

Fingerprint

health care
Delivery of Health Care
narrative
Dehumanization
leader
group norm
Morale
Patient Safety
organizational structure
Patient Satisfaction
turnover
fatigue
Health Personnel
Mental Competency
Fatigue
Conflict (Psychology)
nurse
Nurses
Communication
career

ASJC Scopus subject areas

  • Law
  • Psychology (miscellaneous)

Cite this

Kim, S., Buttrick, E., Bohannon, I., Fehr, R., Frans, E., & Shannon, S. E. (2016). Conflict Narratives from the Health Care Frontline: A Conceptual Model. Conflict Resolution Quarterly, 33(3), 255-277. DOI: 10.1002/crq.21155

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 journalArticle

Kim, S, Buttrick, E, Bohannon, I, Fehr, R, Frans, E & Shannon, SE 2016, 'Conflict Narratives from the Health Care Frontline: A Conceptual Model' Conflict Resolution Quarterly, vol. 33, no. 3, pp. 255-277. DOI: 10.1002/crq.21155
Kim S, Buttrick E, Bohannon I, Fehr R, Frans E, Shannon SE. Conflict Narratives from the Health Care Frontline: A Conceptual Model. Conflict Resolution Quarterly. 2016 Mar 1;33(3):255-277. Available from, DOI: 10.1002/crq.21155
Kim, Sara ; Buttrick, Elizabeth ; Bohannon, Isaac ; Fehr, Ryan ; Frans, Elise ; Shannon, Sarah E./ Conflict Narratives from the Health Care Frontline : A Conceptual Model. In: Conflict Resolution Quarterly. 2016 ; Vol. 33, No. 3. pp. 255-277
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