When Team Conflicts Threaten Quality of Care: A Study of Health Care Professionals' Experiences and Perceptions
| Autor: | Nadia Masood Bajwa, Georges L. Savoldelli, Virginie Muller-Juge, Noëlle Junod Perron, Naike Bochatay, Stéphane Cullati, Thierry Laroche, Katherine Blondon, Pierre Chopard, Nu Viet Vu, Mathieu Nendaz, Fabienne Maître, Patricia Hudelson, Sara Kim |
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| Jazyk: | angličtina |
| Rok vydání: | 2019 |
| Předmět: |
media_common.quotation_subject
MEDLINE Institute of medicine 030204 cardiovascular system & hematology 03 medical and health sciences 0302 clinical medicine Nursing Perception ddc:610/370 Health care Medicine Quality (business) 030212 general & internal medicine Quality of care media_common ddc:613 ddc:616 lcsh:R5-920 ddc:618 ddc:617 business.industry Equity (finance) Teamwork Team Conflicts ddc:618.97 Conflict management Original Article ddc:301 lcsh:Medicine (General) business Human factors |
| Zdroj: | Mayo Clinic Proceedings: Innovations, Quality & Outcomes, Vol. 3, No 1 (2019) pp. 43-51 Mayo Clinic Proceedings: Innovations, Quality & Outcomes Mayo Clinic Proceedings: Innovations, Quality & Outcomes, Vol 3, Iss 1, Pp 43-51 (2019) |
| ISSN: | 2542-4548 |
| Popis: | Objectives: To explore professionals' experiences and perceptions of whether, how, and what types of conflicts affected the quality of patient care. Patients and Methods: We conducted 82 semistructured interviews with randomly selected health care professionals in a Swiss teaching hospital (October 2014 and March 2016). Participants related stories of team conflicts (intra-/interprofessional, among protagonists at the same or different hierarchical levels) and the perceived consequences for patient care. We analyzed quality of care using the dimensions of care proposed by the Institute of Medicine Committee on Quality of Health Care in America (safety, effectiveness, patient-centeredness, timeliness, efficiency, and equity). Results: Seventy-seven of 130 conflicts had no perceived consequences for patient care. Of the 53 conflicts (41%) with potential perceived consequences, the most common were care not provided in a timely manner to patients (delays, longer hospitalization), care not being patient-centered, and less efficient care. Intraprofessional conflicts were linked with less patient-centered care, whereas interprofessional conflicts were linked with less timely care. Conflicts among protagonists at the same hierarchical level were linked with less timely care and less patient-centered care. In some situations, perceived unsatisfactory quality of care generated team conflicts. Conclusion: Based on participants' assessments, 4 of 10 conflict stories had potential consequences for the quality of patient care. The most common consequences were failure to provide timely, patient-centered, and efficient care. Management of hospitals should consider team conflicts as a potential threat to quality of care and support conflict management programs. |
| Databáze: | OpenAIRE |
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