INTRO to Healthcare Conflict Management (CM)
©Jeanne F. Franklin, Esq. and Jane Reister Conard, Esq.
- Shared goals and policy for productive handling of disputes, conflict and differences of opinion - “DCDs”
- Who should be involved and should be consulted?
- Assess what you have and what you need to handle DCDs
- Create plan (the what, who, when) that fits your situation
- Test the plan (try it out on medical staff issues, medical staff-administration disputes, disruptive behavior issues)
- Communications work
- Sell it (training/outreach) and use it
- Measure outcomes
VALUES to Observe to Optimize Best Outcomes
- Respect for all involved
- Building and maintaining relationships
- Professionalism
- Skill
- Voluntary involvement
- Learning – not punishment
- Timeliness
EXPECTED BENEFITS
- Foundation for navigating PPACA’s healthcare changes
- Support for culture of continually improving quality and safety
- Ability to handle DCDs on your own turf
- Help at hand when you need it (a form of chance favoring the prepared mind)*
- Free people to get their jobs done
- Minimize variety of costs of DCDs
- Build cooperative mutually supportive culture
- Applicable to variety of categories of DCDs
* REMEMBER THAT CM CAN ALSO STAND FOR CRISIS MANAGEMENT!