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How can you avoid common mistakes when resolving conflicts in healthcare?

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Conflict is inevitable in healthcare settings, where different stakeholders have diverse needs, expectations, and perspectives. However, conflict can also be a source of learning, innovation, and improvement, if handled effectively. As a patient advocate, you can play a vital role in resolving conflicts in healthcare, by applying some proven strategies and avoiding some common mistakes. In this article, you will learn how to use the LEARN model, communicate assertively, listen actively, collaborate creatively, and manage emotions in conflict situations.

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1 The LEARN model

One of the most useful tools for resolving conflicts in healthcare is the LEARN model, which stands for Listen, Explain, Acknowledge, Recommend, and Negotiate. This model helps you to structure your conversations with the other party, and to focus on finding a mutually acceptable solution. The LEARN model also helps you to avoid some common mistakes, such as interrupting, blaming, dismissing, imposing, or avoiding the conflict.

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Navneet Bali

CEO Clearmedi Healthcare(A Morgan Stanley invested company ).Co Founder MedML(Global Insurance AI SaaS Platform ). Top Linkedin voice on Leadership , Executive Leadership Team Building Mentoring and Business Operations
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Healthcare out of pocket spending is a grudge payment , most of the conflicts arise in hospitals around bills of the patients . The next area of major conflict is when the patients relatives and attendants think that patient is not being treated properly or the doctors and the hospital staff is not communicating well with them about the patient condition . Keeping channels of Communication open on a daily basis , laying down clear expectations and having a good and effective escalation matrix should do the trick . Also having fixed packages as far possible being empathetic when a patient dies will go a long way in keeping harmony in the hospital . The hospitals need to build and nurture trust and respect with patients and their attendants .

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Traci Balandran, BSN, RN, NE-BC, CLEC

Board Certified Nurse Executive | Daisy Award Recipient |Transforming Clinical Excellence |HCHPS, Magnet, TJC and Regulation |Patient-Centered Care| Service Line Expansion |Disruptive Innovation|Operations|Fiscal Mgmt
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Always put the patient first: -they are in a vulnerable position -control over their situation is vital to mental ease -most just want to be heard, talk and express themselves -we are servants of their care, when they need us, how they need us and at the time they determine they need us

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Anne Llewellyn MS, BCPA, RN, CMGT-BC, CRRN, BCPA, FCM

Content Writer, Nurse Advocate, Blogger, Digital Journalist
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When people enter the healthcare system, they are scared and worried. They don't know what they don't know, so they depend on the healthcare team to help them navigate a complex system. It is essential to have someone with you when you go to the doctor, the emergency department, or an urgent care center. Having someone with you gives you a second set of ears to hear what is said and helps you express yourself so others know what is happening to you.

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2 Assertive communication

Another key skill for resolving conflicts in healthcare is assertive communication, which means expressing your thoughts, feelings, and needs in a respectful and confident way, without being aggressive or passive. Assertive communication helps you to avoid some common mistakes, such as being too vague, too aggressive, too submissive, or too defensive. To communicate assertively, you need to use clear and concise language, use "I" statements, state your expectations and boundaries, and respect the other party's rights and opinions.

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Anne Llewellyn MS, BCPA, RN, CMGT-BC, CRRN, BCPA, FCM

Content Writer, Nurse Advocate, Blogger, Digital Journalist
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This paragraph needs to include the health care staff communication also. Most people enter the healthcare system when they are sick and need help. The healthcare team must respect them and understand they are there for care. They must help them understand the process and what they can expect if the experience is new.

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3 Active listening

Active listening is a crucial component of resolving conflicts in healthcare, as it shows that you are interested, attentive, and empathetic to the other party's point of view. Active listening helps you to avoid some common mistakes, such as making assumptions, jumping to conclusions, judging, or giving advice. To listen actively, you need to use non-verbal cues, such as eye contact, nodding, and leaning forward, use verbal cues, such as paraphrasing, summarizing, and asking questions, and use empathic responses, such as acknowledging feelings, validating concerns, and showing support.

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4 Creative collaboration

Creative collaboration is a valuable approach for resolving conflicts in healthcare, as it encourages you to look for win-win solutions that satisfy both parties' interests and needs. Creative collaboration helps you to avoid some common mistakes, such as sticking to your position, compromising too quickly, or competing for power. To collaborate creatively, you need to identify the underlying issues, generate multiple options, evaluate the pros and cons of each option, and select the best option based on objective criteria.

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5 Emotion management

Emotion management is an essential skill for resolving conflicts in healthcare, as it helps you to cope with the stress, frustration, and anger that may arise during the conflict. Emotion management helps you to avoid some common mistakes, such as losing control, escalating the conflict, or withdrawing from the conflict. To manage your emotions, you need to recognize your triggers, calm yourself down, use positive self-talk, and express your emotions constructively.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Sudhir Makhija

"Innovating Healthcare Solutions | Stroke Awareness Advocate | Award-Winning Speaker & Author | Healthcare Patient Advocate".
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We have seen a few of the instances In the past where heated argument takes place over the hospital bill. Eventually it's handled with utmost care and matters have been resolved. It's like explaining the cost and treatment plan will help during the admission as hospitals are still considered a cost as They may not have the insurance.

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How can you avoid common mistakes when resolving conflicts in healthcare?

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3

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5

6

1 The LEARN model

2 Assertive communication

3 Active listening

4 Creative collaboration

5 Emotion management

6 Here’s what else to consider

Patient Advocacy

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How can you avoid common mistakes when resolving conflicts in healthcare?

1

2

3

4

5

6

1 The LEARN model

2 Assertive communication

3 Active listening

4 Creative collaboration

5 Emotion management

6 Here’s what else to consider

Patient Advocacy

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