Overton Amy R, Lowry Ann C
Division of Health Policy and Management, Department of Health Administration, School of Public Health, University of Minnesota, Minneapolis, Minnesota.
Division of Colon and Rectal Surgery, Department of Surgery, University of Minnesota, St Paul, Minnesota.
Clin Colon Rectal Surg. 2013 Dec;26(4):259-64. doi: 10.1055/s-0033-1356728.
Conflict occurs frequently in any workplace; health care is not an exception. The negative consequences include dysfunctional team work, decreased patient satisfaction, and increased employee turnover. Research demonstrates that training in conflict resolution skills can result in improved teamwork, productivity, and patient and employee satisfaction. Strategies to address a disruptive physician, a particularly difficult conflict situation in healthcare, are addressed.
冲突在任何工作场所都频繁发生；医疗保健也不例外。其负面后果包括团队协作功能失调、患者满意度下降以及员工离职率上升。研究表明，冲突解决技能培训可带来团队协作改善、生产力提高以及患者和员工满意度提升。文中还探讨了应对具有破坏性的医生这一医疗保健领域特别棘手的冲突情况的策略。
