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How can you manage conflicts during the referral process?

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As a healthcare professional, you may encounter situations where you need to refer a patient to another provider or service. However, the referral process is not always smooth and easy. Sometimes, you may face conflicts with other professionals, patients, or their families over the best course of action. How can you manage these conflicts effectively and respectfully? Here are some tips to help you navigate the referral process and avoid unnecessary friction.

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1 Identify the source of conflict

The first step to manage conflicts during the referral process is to identify the source and nature of the disagreement. Is it about the clinical decision, the communication style, the patient's preferences, or the organizational policies? Different sources of conflict may require different approaches and strategies. For example, if the conflict is about the clinical decision, you may need to provide evidence-based information and explain your rationale clearly. If the conflict is about the communication style, you may need to adjust your tone, language, and body language to avoid misunderstandings and convey respect.

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Angela Owens

Nursing education leader/ O2 Executive Coaching/ Crisis Coaching/ Crisis Communications/Holistic Awareness/Keynote Speaker/ Inspirational Speaker
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From my experience, there can be an almost unlimited source of conflict when a referral is needed. Patients, family members, or friends will undoubtedly have an opinion about the provider you are referring to. Sometimes this doesn’t come up until after the referral and the patient has left the office. One strategy to address this is to highlight the characteristics of the provider you admire and appreciate. Also address any misconceptions head-on. Perhaps the provider doesn’t have the best bedside manner. Mention this while speaking to their diagnostic or surgical expertise. Another approach is to ask the patient if they have someone in mind within that specialty area. These approaches allow the patient to have some control.

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Dr. Naval Kishore

Managing Director at Tendercare
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Treatment plans should always be collaborative between the provider and the patient. The decision to refer, and to whom to refer, should also be a collaborative decision and patient must see value in the referral. If the process is "blind" for the patient and/or mis-communicated, there are bound to be conflicts. Healthcare outcomes are as much dependent on communications as they are on medical expertise.

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Modupe Sarratt

Project Manager at Maria for Virtual Medical & Telehealth Assistant (MVM&TA)
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Take the time to listen to your patient Ask what the patient would like to see happen, which usually isn't a conflict for a cure. It is important to explain what is possible that may differ from the patient's perspective, such as the possibility of no cure. However, there are treatment(s) available to manage and reduce the symptoms for a longer life expectancy. When treatment makes a patient's condition better, they will feel understood. Conflict occurs when the patient is confused about how to get better with their health after seeing a doctor. As well, when the opposite of receiving treatment from a doctor does not improve health and has adverse side effects that decrease health.

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2 Listen actively and empathetically

The second step to manage conflicts during the referral process is to listen actively and empathetically to the other party's perspective and concerns. Listening does not mean agreeing or conceding, but rather showing that you are willing to understand and acknowledge their point of view. Listening can help you build rapport, reduce defensiveness, and identify common goals and interests. To listen effectively, you need to avoid interrupting, judging, or arguing, and use open-ended questions, paraphrasing, and reflecting to clarify and confirm what you hear.

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Ashley Mirone

VP Business Development @ TheKey | Driving Strategic Growth and Forging Sustainable Partnerships
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Give patients and their families the opportunity to express their concerns. Understand their viewpoints and acknowledge their feelings.

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Dr. Naval Kishore

Managing Director at Tendercare
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The first step in managing any conflict is to validate the other person and saying that I understand you have concerns and we can discuss those. I'm listening. Don't be ready with answers and justifications. Just listen actively and then try to say "Would it make you more comfortable if we ..." This does not mean conceding to everything the patient is saying but simply giving a different perspective that might be more appealing. More often than not, the patient will come back to your original plan.

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Hemant Harish Pande

Business Leader, Learning, Edtech, Technology Trainings, Cloud, CISCO, SPLUNK, Consulting, Digital Transformation, Growth, CSR, Skill Development.
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Listening to understand rather react and response will solve the majority of conflict issues..if you will listen well u would be able to understand and comprehend better !!

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3 Express your position and needs

The third step to manage conflicts during the referral process is to express your position and needs clearly and respectfully. You need to state what you think, feel, and want in relation to the referral, and provide reasons and evidence to support your position. You also need to acknowledge the other party's position and needs, and avoid blaming, accusing, or attacking them. To express yourself effectively, you need to use assertive communication skills, such as "I" statements, positive language, and respectful feedback.

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Ashley Mirone

VP Business Development @ TheKey | Driving Strategic Growth and Forging Sustainable Partnerships
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Explain the reasons for the referral clearly to both the patient and the other healthcare professionals involved. Provide evidence-based explanations for why a particular service or provider is recommended.

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4 Explore options and alternatives

The fourth step to manage conflicts during the referral process is to explore options and alternatives that can satisfy both parties' needs and interests. You need to brainstorm possible solutions that can address the main issues and concerns, and evaluate their pros and cons. You also need to be flexible and open-minded, and consider the feasibility, acceptability, and implications of each option. To explore options effectively, you need to use collaborative problem-solving skills, such as asking for input, offering suggestions, and seeking feedback.

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Hemant Harish Pande

Business Leader, Learning, Edtech, Technology Trainings, Cloud, CISCO, SPLUNK, Consulting, Digital Transformation, Growth, CSR, Skill Development.
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Analytical mindset, problem solving and decision making skills to the alternative solutions would be the key. Planning and organising is another area to be focused upon.

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Dr. Naval Kishore

Managing Director at Tendercare
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In my experience, giving too many options confuses the patient. There should be 2 or max 3 options, the first one being the one you want.

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5 Negotiate and agree on a plan

The fifth step to manage conflicts during the referral process is to negotiate and agree on a plan that can resolve the conflict and benefit the patient. You need to discuss the advantages and disadvantages of each option, and select the one that best meets the criteria and expectations of both parties. You also need to specify the details and responsibilities of the plan, and confirm the mutual understanding and commitment. To negotiate effectively, you need to use cooperative negotiation skills, such as focusing on interests, finding common ground, and making concessions.

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Hemant Harish Pande

Business Leader, Learning, Edtech, Technology Trainings, Cloud, CISCO, SPLUNK, Consulting, Digital Transformation, Growth, CSR, Skill Development.
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Manage tactfully the negotiation process. The whole idea should be to resolve the conflict and move head. Even if you want to disagree..disagree agreeably..

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6 Follow up and evaluate

The sixth and final step to manage conflicts during the referral process is to follow up and evaluate the outcome and impact of the plan. You need to monitor the progress and results of the referral, and communicate with the other party and the patient regularly. You also need to review the feedback and satisfaction of the involved parties, and identify any issues or challenges that may arise. To follow up effectively, you need to use continuous improvement skills, such as tracking data, measuring performance, and making adjustments.

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Ashley Mirone

VP Business Development @ TheKey | Driving Strategic Growth and Forging Sustainable Partnerships
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Explain the reasons for the referral clearly to both the patient and the other healthcare professionals involved. Provide evidence-based explanations for why a particular service or provider is recommended. Give patients and their families the opportunity to express their concerns. Understand their viewpoints and acknowledge their feelings. Educate the patient and their family about the diagnosis, the need for a referral, the benefits of the referred service, and the expertise of the professional they are being referred to.

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Dr. Naval Kishore

Managing Director at Tendercare
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Follow up and monitoring the referral is critical not just for outcomes but in building the trust of the patient. It shows that you prioritize the patient and the referral was solely for their benefit.

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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 manage conflicts during the referral process?

1

2

3

4

5

6

7

1 Identify the source of conflict

2 Listen actively and empathetically

3 Express your position and needs

4 Explore options and alternatives

5 Negotiate and agree on a plan

6 Follow up and evaluate

7 Here’s what else to consider

Healthcare

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How can you manage conflicts during the referral process?

1

2

3

4

5

6

7

1 Identify the source of conflict

2 Listen actively and empathetically

3 Express your position and needs

4 Explore options and alternatives

5 Negotiate and agree on a plan

6 Follow up and evaluate

7 Here’s what else to consider

Healthcare

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