Jamel Ortoleva Theodore Lui 21
Stressful Conversations and Conflict De-escalation in the Perioperative Arena
Learning Objectives 1. Understand the factors contributing to conflicts in high-stress medical environments. 2. Develop effective conflict resolution strategies for healthcare providers. 3. Evaluate the role of simulations and training in conflict de-escalation and patient- centered care.
Introduction Conflict is a common occurrence in the perioperative environment of large urban hospitals, where highly trained professionals from various specialties interact to meet the needs of a diverse patient population. The frequency of interactions, combined with misunderstandings, differing opinions, personality clashes, and unfamiliarity with institutional protocols, all contribute to conflicts in this high-stress setting. Provider fatigue and the emotional impact of sudden catastrophic scenarios can further exacerbate conflict in the perioperative arena. Unchecked conflict has detrimental effects on communication, the work environment, and patient outcomes, underscoring the importance of acknowledging and resolving conflicts in a timely manner. This chapter explores conflict resolution in the perioperative arena, the various perceptions of conflict, the significance of de-escalation skills, and the sources of conflicts among healthcare providers and their patients. The chapter also highlights the role of effective communication, cultural sensitivity, and simulation in mitigating conflict and fostering optimal patient care. By prioritizing patient well- being, fostering mutual respect, and employing conflict resolution strategies, healthcare providers can navigate conflicts successfully and maintain a patient-centered focus.
Background Conflict resolution in the perioperative arena is an essential component of ensuring positive patient outcomes. However, in order to effectively address conflict, it is crucial to establish a clear understanding of the term itself. According to the Merriam Webster Dictionary, conflict is defined as the “competitive or opposing action of incompatibles: antagonistic state or action (such as divergent ideas, interests, or persons).” Similarly, disagreement is defined as “the act of disagreeing” or “the state of being at variance.” While these definitions serve as a starting point, one must recognize that perceptions of conflict vary from person to person. These individual differences can further complicate attempts to navigate disputes successfully. Particularly in the healthcare setting, the primary objective of conflict resolution should be to achieve a mutually agreeable resolution well before the potential for patient harm arises. De-escalation in the Clinical Setting An essential starting point for effectively mitigating conflict is to acknowledge that all parties involved share a common goal of prioritizing the well-being of the patient. Within perioperative and periprocedural specialties,
120
WHAT DID YOU SAY?
CONFLICT DE-ESCALATION 121
Made with FlippingBook Publishing Software