Decreasing Dialysis Provider-Patient Conflict

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Information about Decreasing Dialysis Provider-Patient Conflict
Education

Published on January 19, 2018

Author: reynel89

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Decreasing Dialysis Patient-Provider Conflict: Decreasing Dialysis Patient-Provider Conflict Reynel Dan Galicinao Objectives: Objectives At the end of this session, the participants will be able to: Describe the conflict resolution model Recognize causes and types of conflict Identify tips to defuse anger Develop ways to prevent future conflict Overview: 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 Causes of Conflict: 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 “CONFLICT” resolution Model: “CONFLICT” resolution Model Create a Calm Environment: C reate 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 Open Yourself to Understanding Others: O pen Yourself to Understanding Others It is important to acknowledge the perspective and feelings of the other individual(s) involved Need A Nonjudgmental Approach: N eed 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 Focus On The Issue: F ocus 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 Look For Solutions: L ook 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 Implement Agreement: I mplement 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 Continue To Communicate: C ontinue 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 Take Another Look: T ake 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 Types of Conflict: Types of Conflict 6 Tips for defusing anger: 6 Tips for defusing anger 1. Breathe Deeply: 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 2. Remove Yourself: 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 3. Reframe the Situation: 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 4. Ignore Personal Attacks: 4 . Ignore Personal Attacks In the long run , it will gain you more respect 5. Exercise Regularly: 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 6. Violence is Unacceptable: 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 Slide23: SHUKRAN THANK YOU SALAMAT NANDRI

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