Decreasing Patient-Provider Conflict

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5-Diamond Patient Safety Program

Decreasing Dialysis
Patient-Provider Conflict (DPC)

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

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 Pr ofessionalism 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 D ecreasing 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 Patient comfort 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).

Printer-friendly version of the Module Requirements List.

After you have completed the Decreasing Dialysis Patient-Provider Conflict (DPC) module and have documented the required measures, please complete and submit to the Network Office:

Completed Project Reporting Form
In-service attendance log
Copy of the invitation to 100% of patients to attend their cae plan meetings
De-Identified example of your method developed to track and trend the number, type, and cause of conflicts

If you have any questions or need assistance, please contact Heather Cecil, at hcecil@nw5.esrd.net or by fax at 804.794.3793.

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