Διαχείριση συγκρούσεων και ο ρόλος της ενσυναίσθησης στις υπηρεσίες υγείας

Abstract

In health services, due to the complexity of the system and the increased interac-tion of the health professionals and the patient-users of health services, conflict arise. Conflict management affects both employee productivity and efficiency as well as patient satisfaction. The development of the function of empathy, the ability of one person to perceive and recognize the emotions of the other, has as result the creation of positive emotions and the development of quality relationships both interdisciplinary and clinical in health services. AIM: The aim of this study is to investigate and create a synthesis of the role of empathy in conflict management in health services. Methology: The present study is a secondary research. The data collection is done through a literature review using books and electronic databases. The method to be fol-lowed is the descriptive recording and critical evaluation of scientific articles. Results: Empathy influences conflict management in health services, prompting both health care workers and patients to choose collaborative management styles when levels of empathy are high and competitive and avoidance when levels are low. The con-tributing factors are organizational, cultural, environmental, biological and educational. Conclusions: According to the findings of the study it was found that there is a positive correlation between the role of empathy and conflict management in health ser-vices. It was also observed that through participation in various empathy and conflict management training programs the expression of empathy was cultivated, developed and maintained. There was an improvement in communication. The acquisition of new knowledge and skills for the development of interpersonal relationships, resulting in pa-tient and employee satisfaction and an improvement in the quality of health services pro-vided.