Communication Conflict Management Activity Case 1: Nurse to Physician Conflict: The Attending, MD, arrived at...

Communication
Conflict Management Activity

Case 1: Nurse to Physician Conflict:

The Attending, MD, arrived at the desk very angry and venting his frustrations in front of the patients, family, and staff. The nurse attempted to calm him down and took him somewhere quiet away from the desk and the patient care area to discuss the situation, without success. Keeping in mind, there are patients, visitors and staff everywhere. What would you do? (33 points)

Case 2: Nurse to Nurse Conflict:

The PACU nurse is trying to give report to the floor nurse that the patient is ready for discharge from the Post Anesthesia Care Unit (PACU). This means that the patient is signed out by the anesthesiologist and the floor nurse has received a 30 minute heads-up by pager that the patient is ready to be admitted to the floor. The floor nurse refuses to take report on this call. What would you do as the PACU nurse? (33 points)

Case 3: Nurse to Patient/Family Conflict:

Michelle is a seasoned LPN with many years of experience who is taking care of Mr. Cahill. The patient is currently on the Med/Surg floor with multiple non-life threatening stab wounds. The patient had multiple family members at his bedside, including a toddler. This patient was involved in a fight and was stabbed several times. His situation as mentioned above, was not life threatening. The nurse had asked the visitors to leave the bedside, but could return to visit later on. Not one family member left the bedside. The nurse came to the charge nurse and asked for assistance. The LPN wants to call security, because the family would not leave upon her request. What would you do? (34 points)

Solutions

Expert Solution

ANSWER :

CASE 1 : NURSE TO PHYSICIAN CONFLICT

Firstly , a nurse should understand and must learn to accept that not all the people including physicians will act according to their standards because every individual has a unique personality that might clash with another.
Don't be hurt if you are new and doctors criticize you openely for your mistakes and take you granted most of the time.Master your craft ,study hard and prove them you are a nurse to keep and respect.
Don't fan the fire : Heated confrontations during a stressful moment aren't smart.
Just like family i will try to deal with the physician by keeping my temper in check and wait until he calms down to bring it up.
Managing your tone is key for productivity.
Avoid disclaimers while being direct and calm,build bridges and negotiate to ' yes'.
I will not gossip about the situation to all our co workers which weakens our position and leads to the passive aggressive behaviour that form a toxic workplace.
I will understand what our workplace policies are ,before taking any action -so that i can follow the guidelines.
Collaberation : Its better to keep nurses and doctors on joint committees to discuss working relationships or get them together informally.
After cooling down myself and him and knowing the policies , i will start with a simple conversation.
I will simply say " you are a great physician , but the way you deal with me and patients makes me and others feel badly. We are here to really try and help you."
Information conveyed at right place and right time may sometimes be successfull.
The other thing you can do is excusing this behaviour by letting it go unacknowledged - that simply enables it.
A hospital wants peace and uninterrupted revenue flow more than justice and equity for all so we should deal the situation accordingly.
Nurses are socialized to be non confrontational and to acheive consensus and physicians are socialized to make decisions.
Health care reform has added stress , anger and burnout to the mix ,as the physicians must adapt.
So we should try to understand the physicians behaviors , taking the time to listen to their needs and concerns , providing appropriate training , counseling and support ,and soliciting their input and involvement which can help in a long way.
You can also include in your confrontation of the person some acknowledgement of their stresses ,"I understand we are all under pressure ."
Continuous disruptive behaviour of physician may need individual counselling in conflict management, communication skills ,customer satisfaction help.
Call in trained expert if needed in some situations.
A nurse-doctor relationship should always be a team work founded on mutual respect and open communication.
Always learn to own your choice and stand for what you think is right.

Nightingale answered 1 year ago

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