How to Construct a Conflict Resolution Program for Health Care

Sensitive, urgent and controversial issues arise in health care and are addressed with tact in a structured conflict resolution program. With a preventative program in place, trained mediators can efficiently initiate conflict resolution that increases company productivity and reduces stress levels. Attention to development and design in the beginning of a program determines sustainability for the long term. Hospitals, home care providers and health administrators benefit financially and relationally from a solid, tailored conflict resolution program.

Instructions

• 1

  Bring leadership on board by organizing a meeting for management. Communicate the necessity of conflict resolution by using examples of prior disagreements or recurring grievances, and discuss benefits of a framework for solving problems. This creates awareness and promotes discussion about changes in procedure and company policy. Mutual understanding and agreement on implementation of a new program is essential for its success.

• 2

  Develop an education program within the health care organization that motivates employees and teaches mediation. In his publication "Constructing a Conflict Resolution Program for Health Care," Tim Porter-O'Grady writes: "Because 90% of conflict will emerge at the point of service, it is imperative to focus on developing staff members in the mediation process and in leading conflict resolution activities." Teach management, human resources and staff the stages of the resolution process by forming an outline or picture graph to demonstrate the cycle. Training materials including workbooks, seminars and videos on conflict resolution and mediation provide useful information. To keep costs down, use web-based training materials. A hands-on approach may include role-playing the part of mediator. "The Conflict Resolution Training Program: Participant's Workbook" by Prudence B. Kestner and Larry Ray provides many examples of hands-on activities and exercises. Check local community colleges, universities and hospitals for upcoming conferences or workshops as well.

• 3

  Determine and categorize issues by defining specific conflicts. People will arrive at solutions faster and with more confidence. This process also promotes discussion. Make sure every person involved voices her ideas and concerns. An experienced group mediator can express facts as well as opinions concerning the problem(s), while helping the group conversation stay on course. Helpful categories to define include: company rules and policy, absentees, office relationships and interactions, grievances, difficult clients, expense accounts and sexual harassment.

• 4

  Research and select an appropriate program design and designer for a thorough and successful conflict resolution program. According to the book "Designing Conflict Management Systems: A Guide to Creating Productive and Healthy Organizations," a program designer is a

  "catalyst, educator, facilitator, translator, and agent of reality." Choose a person with previous mediation experience. Gather relevant and valuable information by creating and distributing surveys to doctors, lawyers, board members, nurses and any person in the health care industry. Ask the clients and patients what they want changed or improved within the health care program. Use this information to create a program design based on specific needs.

• 5

  Determine who will implement the program, how it will it be implemented, and when and where this program will take place. Acquiring a new skill set is difficult, so gauge workplace satisfaction and performance while the program is in infancy. This process should have an element of fun. Give staff a survey accompanied by candy. Boost office morale with thank you notes. Plan time line goals to keep the program on track, and give an office celebration party when time line goals are met.

• 6

  Evaluate the new process and program and test out the workability of both. According to the University of Pennsylvania's Faculty/Staff Assistance Program, ask and answer these four important questions in the evaluation process: 1. Can it be implemented in the real world? Programs can become overwhelming with too much detail or frustrating with a lack of clarity. Start with small goals. 2. Is the process fair? Consider each staff member's duties in the health care program. Collaboration and a team mentality will aid in satisfied employees and a smoother beginning. 3. Does the team's behavior show commitment to problem solving inside and outside the health care industry? This is a key indicator for determining how much training will be needed. 4. Will it create more problems? Make the process simple and easy to follow. After answering these questions, ask staff for feedback. The process may need adjustments. If the program functions correctly and reaches desired outcomes, the implementation is successful.

• 7

  Continue mentoring staff, checking mediation growth and following a proactive program. Constructing a conflict resolution program for health care will create a guide for management, an outline for dealing with important health and medical issues, and provide a preventative, problem-solving format.