FranklinSolutions offers:  mediation and conflict management services, and facilitation of important discussions

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Jeanne Franklin
phone:
703.684.3550
fax: 703.533.8977
email: jfranklin@franklinsolutions.net

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Wallet Card Intro to Healthcare Conflict Management (CM)

©Jeanne F. Franklin, Esq. and Jane Reister Conard, Esq.

 

SETTING UP a Program

  • Shared goals and policy for productive handling of disputes, conflict and differences of opinion - “DCDs”
  • Who should be involved and who should be consulted?
  • Assess what resources you have and what you need to handle DCDs
  • Create a CM plan (the what, who, when) that fits your situation
  • Test the plan (try it out on selected medical staff issues, medical staff-administration disputes, disruptive behavior issues)
  • Communications work
  • Sell it (training/outreach) and use it
  • Measure outcomes

VALUES To Observe

  • Respect for all involved
  • Building and maintaining relationships
  • Professionalism
  • Skill
  • Voluntary involvement
  • Learning – not punishment
  • Timeliness

 EXPECTED BENEFITS

  • Foundation for navigating healthcare changes
  • Support for culture of continually improving quality and safety
  • Ability to handle DCDs on your own turf
  • Help at hand when you need it (a form of chance favoring the prepared mind)*                                       
  • Free people to get their jobs done
  • Minimize undesirable costs of DCDs                     
  • Build cooperative, mutually supportive, learning culture
  • Applicable to variety of categories of DCDs

          * REMEMBER THAT CM CAN ALSO STAND FOR CRISIS MANAGEMENT!