5D Decreasing Conflict

5 Diamond Patient Safety Program
Promoting Patient Safety one Diamond at a Time

5 Diamonds

Decreasing Patient & Provider Conflict

Everything you need to complete this module is right here! Click on the links within the table to access the necessary tools and resources available for completion of this module.

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OBJECTIVE:		To increase staff skill in preventing and managing conflict with patients and other staff members.
ACTIVITIES REQUIRED FOR DIAMOND STATUS:	Provide, at a minimum, quarterly in-servicing of staff on conflict resolution, which can include the topic of professionalism. Debrief staff following acute episodes of conflict (such as verbal outbursts or acts of violence) and include a review of what happened, what went well, what didn't, what could have been done differently, and how to handle going forward. Encourage patient participation in care plan meetings.
OPTIONAL ACTIVITIES:	Develop/adopt a policy & procedure for management of conflict. Display DPC poster
TOOLS/ RESOURCES:	In-Service Training Modules: ~ Basics of Patient-Centered Care ~ Polishing up on Professionalism ~ Professionalism in the Workplace ~ Keeping it Cool: Conflict Management DPC Toolkit: ~ DPC Provider Manual ~ DPC Brochure ~ DPC Pocket Guide DPC Program Documents ~ Decreasing Dialysis Patient-Provider Conflict (DPC): An Introduction to the DPC Project ~ Decreasing Dialysis Patient-Provider Conflict Tracking Tool Instructions ~ Decreasing Dialysis Patient-Provider Conflict Tracking Tool ~ DPC Conflict Pathway ~ DPC Tips on Cultural Awareness ~ DPC Bibliography ~ DPC Poster (Also available from the Network Office) Dialysis Care Communication for Quality In-Service Training Modules: ~ Module 1: Professionalism ~ Module 2: Patient-Centered Care ~ Module 3: Patient Concerns ~ Module 4: Fistula First ~ Module 5: Caring Through the End Articles: ~ "Malpractice: Watch Your Tone of Voice" ~ "What Do Nurses Do in Response to Their Predictions of Aggression?" ~ "Starts with Me" ~ "Drawing the Lines of Professional Boundaries" ~ "Documentation in the Dialysis Unit" ~ "Preventing Conflict in Dialysis: The Value of Customer Service"
MEASURE(S):	100% of staff in-serviced on applicable unit policies such as: ~ Zero tolerance ~ Grievance process ~ Treatment re-scheduling ~ PatientcComfort ~ Patient care planning ~ Responses to patient non-adherence (i.e. requests to come off the machine early, patient refusal of specific care technician) ~ Other unit-specific issues And at a minimum, hold quarterly staff in-servicing on conflict management issues. Invite 100% of patients to attend their care plan meetings. Track and trend the number, type, and cause of conflicts (QI tools are available in the DPC toolkit for reference and use).

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After you have completed the module, and have documented the required measures, please complete the Project Reporting Form and submit it to Danielle Daley at ddaley@nw1.esrd.net or by fax at 203.389.9902.

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