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How can you build consensus and resolve conflicts among stakeholders in healthcare?

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As a patient advocate, you may encounter situations where you have to deal with different and sometimes conflicting interests, opinions, and expectations of various stakeholders in healthcare, such as patients, family members, providers, insurers, and policymakers. How can you build consensus and resolve conflicts among these parties in a respectful, collaborative, and effective way? Here are some tips and strategies to help you navigate the complex and dynamic landscape of healthcare advocacy.

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Vanessa Funmi Ullam
Kaitlyn Eliason

Registered Nurse | Transformative Healthcare Solutions
André Luiz Villas B?as e Silva

Negócios Estratégicos | Relacionamento com Hospitais e Operadoras | Inova??o e Transforma??o Digital na Saúde | MBA…

1 Identify the stakeholders and their goals

The first step to building consensus and resolving conflicts is to identify who are the relevant stakeholders and what are their goals, needs, and preferences. You can use tools such as stakeholder mapping or analysis to help you visualize and prioritize the different groups and individuals involved in a healthcare issue or decision. You should also try to understand their perspectives, motivations, and values, as well as their sources of information and influence. This will help you to communicate with them more effectively and empathetically, and to identify areas of common ground and potential trade-offs.

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Kaitlyn Eliason

Registered Nurse | Transformative Healthcare Solutions
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Performing an initial needs assessment and analysis of the individuals, stakeholders, and/or marketplace environment you plan to target will aid in the long term success of creating a lasting change.

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André Luiz Villas B?as e Silva

Negócios Estratégicos | Relacionamento com Hospitais e Operadoras | Inova??o e Transforma??o Digital na Saúde | MBA, CCA, XBA
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To build consensus and resolve conflicts in healthcare, foster open communication, define common goals, involve stakeholders from the outset, use mediation, and base decisions on data. Encourage interdisciplinary collaboration, establish clear protocols, provide incentives, implement continuous feedback, and promote cultural competence. Flexibility and ongoing communication are crucial for success in this process.

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Doreen Baine
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1. Open Communication: 2. Active Listening 3. Identify Common Goals: 4. Mediation and Facilitation 5. Data-Driven Discussions 6. Consensus-Building Techniques 7.Conflict Resolution Strategies 8. Stakeholder Engagement 9. Clear Decision-Making Process 10. Follow-Up and Evaluation

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Paula Franckhauser

New position as Case Manager with Mercy Anderson and Mercy Clermont
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I’ve always heard best way to be in common ground to find out who your audience is first. I think people get titles confused and think that just because they’re a stakeholder. And her authority that they don’t realize we all have common ground with that common ground is found. There are always potential ways around conflict or decisions, and they’re always ways to make deals we used to they called it barter . Just keep an open mind and be able to discuss any issues.

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Christiane Pieza Marti

Miembro acreditado de la Red Educativa Mundial, en REDEM
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The first thing required is sensitivity and listening skills to identify the root of the problem. Based on this and in the same way, it is necessary to help those involved recognize the origin of the situation and be able to label or name their feelings. This provides great clarity and then it is possible to find appropriate solutions in a more effective way.

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2 Establish trust and rapport

The second step to building consensus and resolving conflicts is to establish trust and rapport with the stakeholders. You can do this by being respectful, honest, transparent, and responsive. You should also acknowledge and appreciate their contributions, concerns, and emotions, and show that you care about their well-being and satisfaction. You can also use active listening skills, such as paraphrasing, summarizing, and asking open-ended questions, to demonstrate your interest and understanding. By building trust and rapport, you can foster a positive and cooperative relationship with the stakeholders, and reduce the likelihood of misunderstandings and hostility.

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Michael Elwan

Founder- LEXs | Board Member | PhD Researcher, Strategist, and Advocate Building Pathways for Lived Experience Leaders | BCom (Accounting), MBA (Distinction), MSocWrk | Views Are My Own
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Being respectful towards stakeholders means recognising their expertise, experiences, and contributions to the discussion. This respect is demonstrated not only in how we communicate but also in our willingness to consider their perspectives seriously. Honesty and transparency are equally critical, as they lay the groundwork for a trustful relationship. This involves being open about intentions, limitations, and the rationale behind certain decisions or recommendations.

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3 Facilitate dialogue and feedback

The third step to building consensus and resolving conflicts is to facilitate dialogue and feedback among the stakeholders. You can do this by creating a safe and supportive space for them to share their views, experiences, and suggestions, and to listen to and learn from each other. You should also encourage them to express their feelings, needs, and interests, rather than their positions or demands, and to use respectful and constructive language. You can also use techniques such as brainstorming, voting, ranking, or rating to generate and evaluate ideas and options. By facilitating dialogue and feedback, you can promote mutual understanding and respect, and stimulate creativity and innovation.

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4 Negotiate and compromise

The fourth step to building consensus and resolving conflicts is to negotiate and compromise with the stakeholders. You can do this by exploring the underlying reasons and assumptions behind their preferences and objections, and by identifying the criteria and standards that they use to evaluate the outcomes. You should also try to find win-win solutions that can satisfy the most important needs and interests of all parties, or at least minimize the harm and maximize the benefits for each party. You can also use techniques such as bargaining, concession, or mediation to reach a fair and acceptable agreement. By negotiating and compromising, you can balance the power and influence of the stakeholders, and achieve a sustainable and mutually beneficial resolution.

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Vanessa Funmi Ullam
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In discussions about resource allocation for the new system, it was evident that not all demands could be met immediately. Through negotiation, we prioritized needs based on urgency and impact, agreeing on a phased approach that satisfied the most critical requirements first while planning for others in the future.

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5 Implement and monitor

The fifth step to building consensus and resolving conflicts is to implement and monitor the agreed-upon actions and outcomes. You can do this by clarifying the roles and responsibilities of each stakeholder, and by setting clear and realistic expectations and timelines. You should also document and communicate the details and rationale of the agreement, and provide regular updates and feedback on the progress and results. You should also be flexible and adaptable to changing circumstances and new information, and be ready to revisit and revise the agreement if necessary. By implementing and monitoring, you can ensure the accountability and transparency of the stakeholders, and measure the effectiveness and impact of the resolution.

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6 Learn and improve

The sixth and final step to building consensus and resolving conflicts is to learn and improve from the experience. You can do this by soliciting and providing feedback on the process and outcome of the resolution, and by identifying the strengths and weaknesses, successes and failures, and lessons and best practices. You should also celebrate and appreciate the achievements and efforts of the stakeholders, and acknowledge and address any remaining or emerging issues or concerns. You should also reflect on your own role and performance as a patient advocate, and seek opportunities to enhance your skills and knowledge. By learning and improving, you can foster a culture of continuous improvement and collaboration, and prepare yourself for future challenges and opportunities.

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Vanessa Funmi Ullam
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After the project, we conducted a retrospective analysis to understand what worked well and what didn't. This exercise was enlightening, revealing insights on better managing stakeholder expectations and improving our conflict resolution strategies.

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7 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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How can you build consensus and resolve conflicts among stakeholders in healthcare?

1

2

3

4

5

6

7

1 Identify the stakeholders and their goals

2 Establish trust and rapport

3 Facilitate dialogue and feedback

4 Negotiate and compromise

5 Implement and monitor

6 Learn and improve

7 Here’s what else to consider

Patient Advocacy

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How can you build consensus and resolve conflicts among stakeholders in healthcare?

1

2

3

4

5

6

7

1 Identify the stakeholders and their goals

2 Establish trust and rapport

3 Facilitate dialogue and feedback

4 Negotiate and compromise

5 Implement and monitor

6 Learn and improve

7 Here’s what else to consider

Patient Advocacy

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