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- The nurse is at the bedside with the patient 24 hours/day and they typically feel most comfortable with their nursing staff. Therefore, if a problem or personality conflict arises, the patient will most likely verbalize this to the nurse and look for guidance
- Find the balance of supporting the patient, making them feel heard, but not throwing your team members under the bus
- Listen to concern, take appropriate action if necessary
- Follow up with team member that is involved in conflict, communicate any concerns
- Involve administration if necessary (nurse manager, team member’s manager)
- Don’t cut down others or place blame
- Handle in a professional manner
- If any correction or restitution is needed, ensure that it is provided
- For example, if patient ordered food 3 hours ago and never received it, make sure you follow up and get them something to eat
- Listen to concern, take appropriate action if necessary
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Ep016: Manage Conflict Among Patients and Staff
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Jon Haws, BS, BSN, RN, Alumnus CCRN
